1. Buyers

• Voocar Buyer Protection may compensate you fully if an eligible item that you paid for via our platform doesn’t arrive, or doesn’t match the seller’s description. This protection can cover your eligible online physical purchases shipped via Voocar Shipping. Conditions apply.
• What is covered? Tangible items that can be shipped and does not violate Voocar’s policies. Here are a couple of situations this Buyer Protection may cover: you bought 6 bags but got only 3 bags, you bought a shoe but got a watch, item was damaged during shipping, or you paid for an authentic brand but got a fake. You must open a dispute within 3 days or you will not be covered.
• What is not covered? Intangible items like services, knowledge, consultations, digital media, anything you buy in person, or items that violate Voocar policies. You must open a dispute within 3 days or you will not be covered.

2. General Guidelines

Disputes can be opened for certain, tangible and physical goods only If you don't hear back from the seller or can't reach a resolution after 3 days, escalate your case by sending an email to info@voocart.co.ke

The buyer can open a dispute within 3 days after delivery has been confirmed

Full item cost has to be covered in one payment

If the buyer and the seller are unable to reach a mutual agreement, the dispute can be escalated to a claim within 20 working days after opening the dispute

Buyers cannot open several disputes for the same payment

Once disputes are reviewed, you will be contacted by a member of the dispute resolution team

Refunds If a tangible item doesn’t get delivered or doesn’t match the description and your payment is confirmed, we will refund the full payment of eligible payments (including shipping cost)

3. Sellers

• Voocart Protection can shield you from unauthorized payments and wrong claims by a buyer. Provided that you meet the eligibility requirements, you may be protected.

4. Terms and Conditions

This protection covers tangible goods paid bought through Voocar’s Voocar and if the goods was shipped to a registered delivery address through Voocar Shipping during the transaction.

The below documents are to be provided for investigation:

• For tangible items, a Proof of Delivery for the goods that was delivered may be requested during a dispute.
• For claims that an item is fake, a Proof of Authenticity of the item.
• For unauthorized payments.
  • Items that you deliver in person, including at a point of sale.
  • Personal payment transactions.
  • Intangible items
  • Counterfeit items.
  • Items that are shipped to the recipient address. -If delivery of an item is redirected from the recipient address to another address, you will not be eligible for Voocar Protection. We recommend that you use Voocar Shipping Service or a Courier Partner that provides a valid proof of shipping and delivery.