This Refund Policy explains when you're entitled to a refund for a V-Box booking, delivery, or send transaction.
1. Storage Bookings
- If a compartment you booked is unavailable, damaged, or fails to open due to a fault on our end, you're entitled to a full refund or a free rebooking.
- Cancel more than 24 hours before your booking start time: full refund.
- Cancel 12–24 hours before: 50% refund.
- Cancel less than 12 hours before: 25% refund.
- Once your access code (OTP) has been used to open the compartment, that booking is non-refundable.
- If a booking fails to go through on our end, it's fully refunded within 5 minutes.
- Releasing a compartment early with time to spare isn't a cancellation — you get 50% cashback on the unused time instead. See the FAQ for details.
2. Receiving a Delivery
- Collection is free for the recipient, so no refund applies there. Any storage fees charged after the free collection window are refundable only if caused by a system fault on our end (e.g. a locker malfunction preventing timely collection).
3. Sending a Package
- If a package is lost or significantly delayed due to a fault in the V-Box network or our courier partner, you're entitled to a refund of the delivery fee, and we'll work with you on the underlying issue.
- If you cancel a send before pickup, you may be eligible for a partial or full refund depending on how far the delivery has progressed.
4. Wallet Top-Ups
M-Pesa top-ups to your V-Box wallet are refundable only if the top-up failed to reflect in your wallet balance after a reasonable processing time.
5. How to Request a Refund
Contact us on WhatsApp or email support@vintechafrica.com with your booking or transaction details. We aim to resolve refund requests within a few business days.