Refund & Cancellation Policy
1. When this policy applies
This policy describes the cancellation and refund conditions for services and product supply provided by Sara Tanco Llobera to customers in Mombasa and the surrounding coastal region.
2. Quotations and approval
No billable work begins before you approve a written scope and cost. The quotation we send sets out the scope, timeline and price. If you decline it, you are not charged anything.
3. Cancellation by the customer
- 24 hours or more before a booked appointment — cancellation is free of charge.
- Less than 24 hours before — a call-out cost may apply, disclosed in advance in the quotation.
- Work already started — you pay only the portion matching the work completed so far.
4. Product orders
Product orders may be cancelled free of charge before the item is ordered from our supplier. Once a special order has been placed, cancellation depends on whether the supplier accepts a return; we confirm the position in writing before you commit.
5. Full refunds
- Work or supply that was not carried out through our fault.
- Billing errors, duplicate charges, or charges above the approved quotation.
6. Correction before refund
If the outcome does not match what was agreed, the first step is correction at no charge. You have 30 days after completion to request a correction. If correction is not possible, the amount paid is refunded.
7. Refund timeframe
Approved refunds are processed within 10 working days, using the same payment method used for the original payment. Receipts are sent by email.
8. How to request
Email info@vividdriver.info with your name, the date of service or order, and the reason. We reply within one working day.
9. Contact
Sara Tanco Llobera, 14 Nyali Road, Mombasa 80100, Kenya — info@vividdriver.info