Returns and refunds

1. Operator and scope

CartFlow is operated by Sanskrit Limited. Contact support@bizclinic.africa or +254113132508. This policy covers purchases facilitated on the platform. Statutory consumer rights under Kenyan law are preserved and are not displaced by seller terms. Related: Shipping, Disputes, Terms.

2. Eligible issues

• Non-delivery
• Missing, wrong, damaged, or defective items
• Unauthorised or duplicate / incorrect payments
• Cancellations before dispatch where the seller or programme allows
• Eligible change-of-mind requests where goods are unused and returnable (not a blanket right for all categories)

We do not impose a blanket “no refunds” rule or force store credit as the only remedy.

3. Delivery charges

Unused delivery or collection charges are generally refundable when goods were never handed over (for example confirmed non-delivery). After successful handover, delivery charges are typically retained unless the fulfilment party agrees otherwise or a defect made the service worthless. Exact treatment is recorded on the case and must not exceed the remaining refundable goods + delivery balance.

4. How to request

Use Report an issue from your order or living-cart member view, or email support@bizclinic.africa with your order number and payment reference. Provide photos or other evidence when asked.

5. Decision vs initiation vs completion

1. Decision — CartFlow or the responsible party assesses the claim.
2. Initiation — A refund is submitted to the payment provider (for example Paystack). This is not completion.
3. Completion — The provider confirms the refund; timing depends on the provider and your bank or mobile-money rail. We do not invent processing guarantees.

6. Responsibility

Contract for the sale is ordinarily between buyer and seller. CartFlow facilitates payment and dispute tooling. Chargebacks follow provider rules. A valid complaint is not dismissed solely because a seller is unresponsive — platform staff may decide based on available evidence.