Refund & Cancellation Policy

1. Overview

CylinTech Solutions Ltd ("we", "our", or "us") operates a marketplace connecting customers with independent, EPRA-licensed LPG vendors. Because orders are fulfilled by third-party vendors and involve pressurized gas cylinders, this policy explains when a cancellation, refund, or exchange is available and how to request one.

2. Order Cancellations

You may cancel an order free of charge in the following circumstances:

• Before the assigned vendor or rider has confirmed and dispatched the order
• If the estimated delivery time is exceeded by more than 60 minutes without an update from the vendor
• If the vendor is unable to fulfil the order (out of stock, outside service radius, etc.)

Once a rider has been dispatched with your cylinder, cancellations may be subject to a delivery fee to cover the vendor's and rider's costs already incurred.

3. Eligibility for Refunds

You are entitled to a full or partial refund where:

• The cylinder delivered is empty, underweight, leaking, or otherwise fails a safety check on delivery
• The wrong cylinder size, brand, or quantity was delivered
• Payment was deducted (e.g. via M-Pesa) but the order was never confirmed or delivered
• A duplicate charge was made for the same order
• The order is cancelled under the terms in Section 2

Refunds are not available for cylinders that have been opened, used, or connected to an appliance, except where the fault (e.g. a leak or safety defect) is confirmed by our compliance team or the vendor.

4. How to Request a Refund

To request a refund or report an issue with your delivery:

• Report the issue within 24 hours of delivery via the order tracking page, support ticket, or by calling our support line
• Provide your order number, a description of the issue, and photos where applicable (e.g. a damaged or leaking cylinder)
• Our support team will review the request with the vendor and confirm the outcome, typically within 2 business days

5. Refund Method & Timeline

Approved refunds are issued to the original payment method used at checkout:

• M-Pesa payments: Refunded to the originating M-Pesa number within 1–3 business days
• Card payments: Refunded to the original card within 5–10 business days, subject to your bank's processing times
• Cash on delivery: Resolved directly with the vendor or via credit toward a future order

6. Exchanges

If you received the wrong cylinder size or brand, you may request an exchange instead of a refund. The vendor will arrange for a rider to swap the cylinder at no extra delivery cost, subject to availability.

7. Disputes

If you disagree with a refund decision, you may escalate the matter through our support team, who will route it to our disputes desk for a final review. We aim to resolve all disputes within 5 business days.

8. Contact Us

For refund or cancellation requests, contact: