Refund Policy

Effective Date: October 24, 2025

This Refund Policy forms part of a legally binding agreement between you and Sari Escrow (“Sari Escrow,” “we,” “our,” or “us”). It supplements our Terms of Use and Service and applies to all escrow transactions made through www.sariescrow.com, its sub-domains, and the Sari Escrow mobile application.

Sari Escrow provides escrow services exclusively to registered and approved users. By using our Escrow Services, you agree to this Refund Policy, the Terms, and all additional guidelines provided over time. We do not process payments, lend money, provide credit, or operate as a financial services entity.

All deposited funds are handled through our integrated payment partners, who facilitate the actual money movement. We simply manage the escrow workflow and release permissions.

If you access the Services on behalf of an organization, you confirm that you are authorized to bind that organization, and “you” shall refer to that entity.

If you do not agree to this Refund Policy, you may not use our Escrow Services.

In the event of any conflict between documents, the order of precedence is:

The Terms
Any mutually signed Escrow Agreement
This Refund Policy

1. Definitions

Buyer – A registered user purchasing goods or services.
Seller – A registered user selling goods or services.
Parties – The Buyer and Seller collectively.
Escrow Services – The secure transaction and payment-holding services provided by Sari Escrow.
Escrow Account – A designated, non-interest-bearing account where Escrowed Funds are held.
Escrowed Funds – Money transferred by the Buyer to Sari Escrow for a transaction.
Service Fees – Fees charged for the use of Escrow Services.
Processing Fees – Charges for receiving and transferring Escrowed Funds.
Administrative Fees – Charges applied for delays, unmet obligations, or dispute handling.
Other Payment – Any additional payment made on behalf of a Buyer, subject to approval.

Standard Fees (subject to change)

General Merchandise & Services: 2% of purchase value
Refund/Reversal Cases: The Buyer pays the full escrow fee + any withdrawal fees charged by the third-party payment provider

2. Sari Escrow’s Obligations

Sari Escrow will:

Verify receipt of Escrowed Funds
Confirm payment of Service and Processing Fees
Release Escrowed Funds to the Seller once the Buyer approves
Rely on communications and documents provided in good faith
Request additional information when necessary
Freeze funds in cases of fraud, breach, or suspicious activity
Cancel Escrow Services and return funds when Parties cannot agree on contract terms

Important Notes

We do not track or inspect the goods or services being transacted.
We do not guarantee payment sources until funds are fully confirmed.
The Services are provided “as is” and “as available.”
We are not liable for any errors, delays, or damages except in cases of gross negligence or willful misconduct.

If we are uncertain about our obligations or receive conflicting instructions, we may seek legal counsel and deduct attorney fees from the Escrowed Funds. We may also deposit funds with a competent court to discharge our responsibility.

3. Buyer Responsibilities

Buyers must:

Submit accurate transaction details
Pay required Service and Processing Fees
Release Funds within 24 hours after receiving goods or services
Respond promptly to Seller or Sari Escrow communications

4. Seller Responsibilities

Sellers must:

Deliver goods/services as described
Respond to refund requests within 3 business days
Provide proof of delivery upon request

If a Seller does not respond within 3 business days, Sari Escrow may:

Impose applicable fees

5. Refund Process

When a Buyer Requests a Refund

Buyer must provide a valid reason.
Seller has 3 business days to accept or deny the request.
If the Seller accepts, Sari Escrow processes the refund.
If the Seller does not respond, Sari Escrow may approve the refund.
If the Seller denies, Sari Escrow may consult legal counsel to determine next steps.

Refunds do not cancel outstanding:

Service Fees
Processing Fees
Administrative Fees

Additional fees may be deducted due to the effort required to review and resolve the dispute.

Refunds may be issued only under the following conditions:

a. Mutual Cancellation

If both the Buyer and Seller agree to cancel the transaction before goods/services are delivered, the Buyer may receive a refund.

b. Failed Delivery / Unfulfilled Obligations

If the Seller fails to deliver the agreed goods or services within the agreed timelines and:

the Buyer raises a dispute within the platform, and
after review, the Seller is found to be in breach,

the Buyer will be refunded.

c. Rejected Goods/Services (Where Applicable)

If the Buyer rejects the delivered goods/services within the inspection period, and the dispute resolves in the Buyer’s favor, a refund will be issued.

**When Refunds Are Not Allowed**

Refunds will not be issued when:

The Buyer approves delivery or the inspection period expires.
The Seller has fulfilled all obligations and the Buyer simply changes their mind.
The dispute outcome favors the Seller.
The Buyer engages in fraudulent activity or attempts to reverse payments outside the platform.

Refund Process

Once a refund is approved:

We instruct our payment partner to return the refundable amount to the Buyer.
Refunds are made only to the original payment method, subject to the timelines and processing terms of the payment partner.
PSP fees, bank charges, or processing fees are generally non-refundable, unless explicitly stated by the payment partner.

Fees and Deductions

Escrow service fees are non-refundable once the transaction has commenced, except in cases where a platform error or duplicate payment occurs.
Any third-party payment processing fees (e.g., Safaricom) may not be refunded, as these are controlled by the PSP

6. Dispute & Mediation Process

Sari Escrow provides mediation services for:

Goods disputes
Service quality issues
Delivery disagreements
Cases where Parties cannot agree on releasing funds

Timeframes to Request Mediation

Goods: within 3 calendar days after delivery
Motor vehicles: within 7 calendar days
Services: within 24 hours

Resolution Path

Parties attempt to resolve directly.
If no agreement within 2 calendar days, either Party may escalate to Sari Escrow.
If neither Party escalates within 2 days, funds are released to the Seller.
Our disputes team reviews submitted evidence and issues a non-binding recommendation.
If the Seller does not respond at all, the dispute is resolved in the Buyer’s favor.

Sari Escrow acts only as a mediator and cannot guarantee outcomes or enforce decisions. All refund-related decisions go through our internal dispute-resolution process.
Our determination is final within the scope of our platform, though users retain the right to seek third-party mediation or legal remedies.

No Financial Advice or Guarantee

We do not:

guarantee the performance of any Buyer or Seller,
provide insurance or credit,
manage investments or offer financial advisory services.

Our role is strictly the administration of escrow conditions as agreed by both parties.

Refund-related expenses may include:

Service Fees
Processing Fees
Administrative Fees
Legal review costs
Third-party withdrawal fees

These may be:

Deducted from Escrowed Funds, or
Charged directly to the responsible Party

8. Liability & Limitations

Sari Escrow is not responsible for:

Quality, condition, legality, or authenticity of goods
Delivery delays or non-performance
Misrepresentations by Buyers or Sellers
Losses arising from disputes or fraudulent activities
Third-party processing delays or failures

All obligations between Buyer and Seller remain their sole responsibility.

9. Contact Information

For questions or refund-related inquiries:

📧 info@sariescrow.com
📞 +254 723 724 724