Refunds
The rule. If a renewal you paid for cannot be completed, your money comes back. There is no third outcome where we keep it and you get nothing.
When you get a full refund
- The authority's system could not accept the filing and it cannot be completed
- The vehicle turns out to be ineligible for the item you paid for
- We cannot complete the job within the time we told you, and you choose not to wait
- You were charged twice for the same item
When a refund is partial
A basket can contain several items. If some are filed successfully and others cannot be, we refund the items that failed and keep the ones that succeeded — the successful ones have already been paid to the authority on your behalf.
When we cannot refund
- Once an authority has accepted and processed a filing, its fee has left our hands and is governed by that authority's own rules. Where an authority permits a reversal we will help you pursue it, but we cannot promise one.
- Insurance that has been bound and is on cover follows the insurer's cancellation terms, not ours.
- Details you gave us were wrong and the filing went through on those details. Tell us immediately if this happens — we will help where the authority allows a correction.
How long it takes
We start a refund within two working days of confirming that an item failed. How quickly it reaches you depends on your bank or payment provider, and is usually a further three to ten working days. Refunds go back to the account that paid.
Asking for one
Write to hello@viotrack.africa with your order reference and what went wrong. If we disagree with you about whether a refund is due, we will explain why in writing and tell you how to escalate.