Finatrack Global Ltd

Effective Date: 23 October 2026

At Finatrack Global Ltd, we are committed to providing reliable GPS tracking, vehicle security, and fleet management solutions. We want our customers to shop with confidence and understand their rights regarding returns, exchanges, cancellations, and refunds.

This policy applies to purchases made through our website, https://www.finatrack.co.ke/, and covers both equipment and related services supplied by Finatrack Global Ltd.

1. Return Eligibility

Customers may request a return within 14 calendar days of receiving their order, subject to the following conditions:

The product is unused, uninstalled, and in its original condition.
The product includes its original packaging, accessories, manuals, and components.
The customer provides an order number, receipt, or other proof of purchase.
The product has not been damaged, modified, or tampered with after delivery.

Eligible products include GPS tracking devices, wireless and magnetic trackers, tracking tags, AI dashcams, car alarm systems, and related accessories.

Returns requested because a customer has changed their mind are accepted within the stated return window when these conditions are met.

2. Installed and Activated Devices

Certain Finatrack products require professional installation, wiring, configuration, SIM activation, or integration with a vehicle.

Once a product has been installed or activated, it is generally not eligible for a change-of-mind return because installation or activation may involve vehicle-specific work and service costs.

However, customers remain entitled to applicable remedies where products are defective, incorrectly supplied, or otherwise fail to meet legal requirements.

Finatrack will assess such cases and provide an appropriate repair, replacement, or refund in accordance with applicable consumer protection laws.

3. Defective, Damaged, or Incorrect Products

If a customer receives a defective, damaged, or incorrect product, they should contact Finatrack Global Ltd as soon as reasonably possible.

Our technical team may inspect or test the device to determine the issue. Depending on the circumstances and applicable legal rights, Finatrack may offer:

Product repair
Replacement with an appropriate equivalent
Full or partial refund

Where Finatrack is responsible for supplying a defective or incorrect product, reasonable return costs will be covered by the company.

4. Installation and Professional Services

Installation, configuration, wiring, and technical services are separate from the supply of equipment.

Customers may cancel an installation appointment before work has commenced. Any refund for prepaid services will take account of work already performed and costs properly incurred, subject to applicable law.

Where an installation service has been fully performed, change-of-mind refunds are generally not available. This does not affect customers’ rights where services were performed improperly or failed to meet applicable legal requirements.

5. Subscription and Recurring Service Fees

Certain Finatrack solutions require subscriptions, connectivity, software access, maintenance, or recurring service fees.

Subscription charges and recurring service terms are communicated before purchase.

Customers may request cancellation of future recurring services according to the terms of their subscription agreement.

Refund requests relating to unused prepaid service periods will be assessed according to the agreed service terms and applicable consumer protection laws. Cancellation does not automatically entitle a customer to a refund for services already delivered.

6. How to Request a Return

Customers wishing to return a product should contact Finatrack Global Ltd through the following channels:

Phone/WhatsApp: +254 723 645 810

Website: https://www.finatrack.co.ke/

Physical Office: Vision Plaza, 1st Floor, Office 2, Mombasa Road, Nairobi, Kenya.

When requesting a return, customers should provide:

Their full name and contact information.
Order number or proof of purchase.
Product name and reason for return.
Photographs or other relevant information where the product is defective or damaged.

Our team will review the request and provide return instructions. Customers should contact us before dispatching an item so we can arrange appropriate handling.

7. Return Methods and Shipping Costs

Approved returns may be delivered in person to our Nairobi office or sent through an agreed courier service.

For eligible change-of-mind returns, the customer is responsible for return delivery costs.

Where a product is defective, damaged on delivery, or incorrectly supplied due to an error by Finatrack, Finatrack will cover reasonable return delivery costs.

No restocking fee applies to eligible returns.

Customers are advised to use a trackable delivery service when returning products through a courier.

8. Refund Processing

Once a returned product has been received and assessed, Finatrack will communicate the outcome of the refund request.

Approved refunds will be initiated within 7 business days after approval.

Refunds will normally be made through the original payment method, including M-Pesa or bank transfer where applicable. Alternative arrangements may be agreed with the customer when necessary.

The time taken for the funds to appear in the customer’s account may depend on the payment provider.

Refunds for eligible change-of-mind returns generally exclude the original delivery fee where the delivery service has already been completed, unless applicable law requires otherwise.

9. Order Cancellation

Customers may request cancellation of an order before dispatch or installation.

Where an order has not been processed, dispatched, installed, or activated, a full refund will ordinarily be provided.

For orders already dispatched, our standard return conditions apply.

For orders involving installation or services already commenced, the cancellation and refund outcome will take account of services performed and applicable consumer rights.

10. Warranty Claims

Warranty-related issues are handled separately from voluntary change-of-mind returns.

Customers experiencing technical problems with GPS trackers, AI dashcams, car alarms, or related equipment should contact our support team for troubleshooting and assessment.

Any manufacturer’s warranty or product-specific warranty information will be communicated in the relevant product documentation.

Nothing in this policy limits statutory rights relating to defective goods or services.

11. Changes to This Policy

Finatrack Global Ltd may update this policy to reflect changes in operations, product offerings, or applicable laws.

The latest version will be available on our website. Changes will not retrospectively reduce rights already accrued under an existing purchase or applicable law.

12. Contact Information

Finatrack Global Ltd

Vision Plaza, 1st Floor, Office 2

Mombasa Road, Nairobi, Kenya

Tel/WhatsApp: +254 723 645 810