Clear, fair, and transparent.
Overview
This policy outlines the cancellation and refund procedures for users, service providers, and shareholders involved in the Afrosand CRM Platform.
1. Purpose
- How cancellations and refunds are handled
- Responsibilities of users and providers
- How refund liabilities affect company revenue
- How this impacts shareholder profit-sharing
2. For Platform Users (Travellers)
a) Booking Cancellation
| Service Type | Cancellation Window | Refund Eligibility |
|---|---|---|
| Tour Packages | Up to 7 days before start | 80% refund (provider dependent) |
| Hotel/Apartment | 48 hours before check-in | 90% refund |
| Car Rentals | 72 hours before pick-up | 80% refund |
| Travel Insurance | Not cancellable after purchase | No refund |
| Visa Services | Before processing begins | 50% refund (admin fee charged) |
Refunds are subject to provider-specific rules outlined at the time of booking.
b) Late or No-Show
- No refund is offered if cancellation is made after the window or in the case of a no-show, unless the provider explicitly offers a grace period.
- Disputes are resolved on a case-by-case basis.
3. For Service Providers (Subscribers)
a) Subscription Cancellations
- Subscriptions (monthly or annual) can be cancelled anytime through the dashboard or written request.
- Upon cancellation, services will remain active until the end of the billing period.
- No partial or pro-rated refunds are given for early cancellations.
b) Refund Eligibility
- Platform non-operational for > 7 consecutive days.
- Billing error on Afrosand’s end.
- Approved goodwill adjustment (at Afrosand’s discretion).
Refunds are processed within 7–14 business days via the original payment method.
4. Responsibilities
a) User Responsibility
- Understand cancellation terms during booking.
- Notify both Afrosand and the provider in time.
- Ensure payment methods are valid for potential refunds.
b) Provider Responsibility
- Define clear, fair cancellation terms at listing.
- Honor refund obligations as agreed.
- Manage customer communication regarding cancellations.
c) Afrosand’s Responsibility
- Facilitate cancellation requests via platform or support.
- Mediate disputes between users and providers.
- Process any platform-side refunds promptly.
- Deduct refunded amounts from provider payouts where applicable.
5. Impact on Shareholder Profit Sharing
a) Revenue Deductions
- Refunded amounts recorded as revenue reversals.
- Excessive refunds may reduce dividend payouts.
b) Shareholder Impact
- Profit distributions occur after refund deductions & operating expenses.
- Refund liabilities are reflected in annual financial reports.
- Ensures transparency and protects shareholder equity.
6. Dispute Resolution
- Contact Afrosand first for any refund dispute.
- Unresolved matters escalate to arbitration (as per Terms of Service).
- Afrosand’s decision is final where both parties agree to binding mediation.
7. Changes to this Policy
We may update this policy to reflect regulatory changes, market feedback, or business strategy shifts. Changes will be communicated via email and platform notifications.
8. Contact Us
- 📧 support@afrosand.com
- 📞 +255 743 166 188
- 📍 Afrosand Group Limited. Dodoma, Tanzania