GPS Tracker Refunds,
Returns & Warranty Terms.
This Refund and Returns Policy explains what happens when a customer needs to return a Kendaall Tracking GPS device, cancel a tracking service, make a warranty claim, or resolve an issue involving installation, connectivity or a specialised telematics deployment. It covers magnetic motorcycle GPS trackers, car GPS tracking with immobilisation, fleet management, fuel monitoring, driver behaviour monitoring, dashcams, predictive-maintenance capabilities and related professional services.
Four Categories. One Clear Framework.
Kendaall Tracking’s refund and returns framework covers four distinct purchase and engagement types. Each has its own eligibility window, process, and resolution timeline — all outlined in full in the sections below. This is the summary overview.
Hardware Devices
IoT tracking units, satellite modems, and mounting hardware are eligible for return within 30 calendar days of confirmed delivery, subject to condition requirements. A 24-month manufacturing warranty applies independently.
Software Subscriptions
Monthly and annual platform subscriptions are cancellable with written notice. Annual contracts cancelled within 30 days of renewal are eligible for pro-rata refund of the unused period, less professional services costs.
Warranty Claims
Manufacturing defects confirmed within the 24-month warranty window are resolved at no cost to the client — including replacement hardware dispatch, field technician coordination where applicable, and return logistics.
Professional Services
Integration, onboarding, and configuration services are governed by the Statement of Work in the client’s Master Services Agreement. Refunds for professional services are assessed on a milestones-delivered basis against the contracted scope.
Who This Policy Applies To, and What It Covers
This Refund and Returns Policy applies to all commercial relationships between Kendaall Tracking Limited, registered in Nairobi, Kenya, and its enterprise clients, channel partners, and resellers. It governs the purchase and return of Kendaall’s proprietary IoT hardware devices — including locomotive tracking units, asset monitoring sensors, satellite modems, LoRaWAN gateways, and all associated accessories — as well as subscriptions to the Kendaall asset intelligence platform, and any professional services delivered under a Statement of Work or Master Services Agreement.
This policy is designed to be read in conjunction with Kendaall’s Master Services Agreement, which governs enterprise platform subscriptions, and with individual purchase orders or hardware supply agreements where applicable. In the event of any conflict between the terms of a signed Master Services Agreement and the provisions of this policy, the Master Services Agreement takes precedence. Where no such agreement exists, this policy constitutes the complete and binding terms governing returns and refunds.
“We hold ourselves to one principle in every refund and return situation: the right resolution is the one our client would choose if they had written this policy themselves.”
Kendaall Tracking operates across multiple jurisdictions in East, Central, and Southern Africa, and has enterprise clients in the Middle East and Southeast Asia. This policy is governed by the laws of the Republic of Kenya. Clients operating under specific regional regulatory frameworks — including those in jurisdictions with statutory consumer protection requirements that may provide broader rights than those set out in this policy — retain all rights provided by applicable law. Kendaall Tracking does not contract out of any statutory right applicable to a client’s jurisdiction.
The practical administration of this policy is managed by Kendaall’s Customer Success team, led by James Mwangi. All return requests, refund claims, and warranty submissions are processed through a single intake process — initiated via email to returns@kendaalltracking.co.ke, via WhatsApp on +254 723 087 101, or through the client portal at the Kendaall platform dashboard. Enterprise clients with an assigned Customer Success Manager may also initiate returns directly through their CSM as the first point of contact.
Kendaall Tracking is committed to resolving every return or refund request with the same level of rigour and care that we apply to our platform deployments. Our expectation is that a client who needs to make a return claim will find the process clear, the communication responsive, and the outcome fair. Where a situation falls outside the explicit terms of this policy, we will use good-faith judgment to reach a resolution that reflects the spirit of a long-term partnership.
Every provision in this policy is built on three principles: transparency about what is eligible and what is not, so clients can plan procurement with confidence; speed in processing, because delays in resolution have real operational and financial costs; and genuine fairness, which means we will always consider the context of a situation — not only its literal compliance with policy terms — when deciding on the right course of action.
Responsive Processing
RMA issued within 2 business days. Refunds processed within 10–15 business days of hardware receipt.
Clear Timelines
Every stage of the return and refund process has a defined timeframe communicated to the client in writing.
Good Faith Always
Where a situation falls outside explicit policy terms, Kendaall applies good-faith judgment in the client’s interest.
Human-Led Review
Every return and refund request is reviewed by a named Kendaall team member with domain expertise, not an automated system.
IoT Device and Equipment Return Policy
Kendaall’s hardware devices are engineered and tested to perform in the most demanding industrial environments on the continent. The terms below govern the return of hardware that does not meet the client’s requirements, is defective on arrival, or requires replacement under warranty.
Kendaall Tracking manufactures and supplies a range of purpose-built IoT hardware products, including locomotive asset tracking units, mining equipment monitoring nodes, satellite and multi-network connectivity modems, LoRaWAN gateways, structural health monitoring sensors, and a full range of associated mounting hardware, cables, and installation accessories. All hardware products are subject to the return terms set out in this section, unless otherwise specified in a signed hardware supply agreement or Master Services Agreement.
The standard return window for Kendaall hardware is 30 calendar days from the date of confirmed delivery to the client’s nominated delivery address. The delivery date is defined as the date of acceptance signature on the courier or freight delivery note, or where electronic proof of delivery is used, the timestamp of the confirmed delivery event. Clients are encouraged to inspect all hardware deliveries within 5 business days of receipt and to notify Kendaall of any visible damage, missing components, or quantity discrepancies within that inspection window.
Hardware returned within the 30-day window is eligible for a full refund of the hardware purchase price, provided the return meets all applicable condition requirements set out below. Hardware that has been installed on an asset, deployed to the field, powered on in an operational environment, or subjected to environmental exposure beyond laboratory testing is not eligible for a standard 30-day return. Such hardware is assessed under the warranty process detailed separately in this policy.
When a return request involves hardware that was custom-configured for a specific client deployment — including devices with bespoke firmware builds, client-specific labelling, pre-provisioned SIM cards, or deployment-specific mounting configurations — the refund is subject to a restocking assessment. In most cases, custom-configured hardware that is returned in original condition and within the return window will receive a refund less a restocking fee of up to 15% of the hardware unit price. This fee reflects the cost of returning the device to a standard configuration. Kendaall will communicate the applicable restocking fee, if any, at the time of issuing the Return Merchandise Authorisation.
International returns — covering clients based outside Kenya who purchased hardware for cross-border deployment — follow the same 30-day return window but require additional lead time for customs documentation, export permits where applicable, and international freight arrangement. Kendaall’s operations team will provide a complete international return guide, including recommended freight providers and customs documentation templates, within 2 business days of return authorisation for international clients. Cross-border return shipping costs are borne by the client for non-defect returns, and by Kendaall for verified warranty and defect returns.
Standard return window from confirmed delivery
Five Steps to a Resolved Return
Every Kendaall return and refund request follows a defined five-step process. Here is exactly what to expect, from the moment you contact us to the moment your refund clears.
Contact Customer Success
Email returns@kendaalltracking.co.ke or WhatsApp +254 723 087 101 with your account number, deployment reference, and reason for return. Response within 1 business day guaranteed.
Receive Your RMA
Kendaall issues a Return Merchandise Authorisation number within 2 business days if the return is eligible. The RMA confirmation email includes your unique reference, the return shipping address, and packaging instructions.
Package and Ship
Repackage hardware securely using original or equivalent protective packaging. Mark the RMA reference number clearly on the outer carton. Ship using a tracked freight service to the returns address provided.
Inspection and Decision
Kendaall’s hardware team inspects returned units within 5 business days of receipt. You receive a written outcome confirmation — either refund approval, restocking fee notification, or warranty assessment — via email.
Refund Processed
Approved refunds are processed to the original payment method within 10 to 15 business days of the inspection outcome confirmation. A remittance advice is sent by email upon processing.
Cancellation Terms and Subscription Refunds
Kendaall Tracking’s platform subscriptions are offered on monthly and annual billing cycles. The cancellation and refund terms for each billing cycle are designed to reflect the nature of the commitment made at the time of subscription, while providing clients with a clear and equitable path to exit should their operational requirements change.
All subscription cancellation requests must be submitted in writing — via email to accounts@kendaalltracking.co.ke or via the Client Portal subscription management section — and must include the client account number, the subscription identifier, and the intended cancellation date. Verbal or WhatsApp cancellation requests will be acknowledged and a written confirmation requested before any cancellation is processed. The effective date of cancellation is the date on which the written confirmation of the cancellation request is issued by Kendaall to the client.
Refunds for software subscriptions are calculated against the paid subscription fee for the relevant billing period, net of any applicable integration, onboarding, or professional services costs that were bundled into the subscription pricing at the time of contract. Where professional services costs were invoiced separately, the subscription refund calculation is applied to the platform subscription fee only. Kendaall does not refund professional services fees for services that have been delivered and accepted by the client under the relevant Statement of Work.
Clients who believe that the Kendaall platform has materially failed to perform as specified in the Master Services Agreement — and who can document that failure with reference to the agreed Service Level Agreement metrics — are entitled to request a service credit or partial refund under the SLA remedies provisions of their Master Services Agreement, independently of the general subscription cancellation terms set out in this section. SLA remedy claims should be submitted to the client’s assigned Customer Success Manager with supporting evidence from the Kendaall platform dashboard or Kendaall’s own monitoring records.
Data portability is a commitment that Kendaall makes to every client upon subscription termination. Within 30 days of the effective cancellation date, Kendaall will provide a complete export of all client operational data — including historical telemetry, alert records, maintenance event logs, and compliance documentation — in a machine-readable, industry-standard format. This export is provided at no charge as part of the standard offboarding process. Client data is retained on Kendaall’s encrypted infrastructure for a further 90 days following the export to allow for retrieval of any data missed in the initial export, after which it is securely deleted in accordance with Kendaall’s data retention and deletion policy.
Month-to-Month Plans
Monthly subscriptions may be cancelled at any time with 30 days’ written notice from the client to Kendaall. The cancellation takes effect at the end of the current billing month following expiry of the notice period. No refund is applicable to the current billing month in which the cancellation notice is received. The client retains full platform access for the duration of the current billing month plus the 30-day notice period. There are no early termination fees or exit penalties associated with monthly subscription cancellations.
Annual Contract Plans
Annual subscriptions are entered into for a fixed 12-month term. Cancellations initiated within 30 days of the annual renewal date are eligible for a pro-rata refund of the unused subscription months, calculated from the effective cancellation date to the end of the contract year, less any professional services or integration costs incurred during the term. Mid-term cancellations — those initiated more than 30 days after the annual renewal date — are subject to the early termination terms specified in the client’s Master Services Agreement. Where no specific early termination provision exists, the standard approach is a pro-rata refund of the remaining term, less a 20% early termination fee applied to the total annual contract value.
Platform Performance Credits
Where Kendaall’s platform fails to meet the contracted 99.7% uptime SLA in any given calendar month, clients are entitled to a service credit against the following month’s invoice. The credit value is calculated as one day’s subscription fee for every full hour of unscheduled downtime beyond the SLA threshold, up to a maximum of 30 days’ subscription fee in any single month. Credits are applied automatically based on Kendaall’s own monitoring records, and clients will receive a credit notification and revised invoice within 5 business days of the affected month’s close.
What Our 24-Month Warranty Covers — and What It Does Not
Kendaall hardware is built to IP67 certification for field deployment in the most demanding industrial environments on the continent. Our warranty reflects our confidence in the hardware we manufacture — and sets clear expectations about the conditions under which warranty protection applies.
What Is Covered
24-Month Coverage from Delivery
Kendaall’s 24-month hardware warranty provides full coverage against manufacturing defects, component failure under normal operational conditions, and firmware-induced hardware malfunction. If a covered failure occurs, Kendaall will — at its election — repair, replace, or provide a refund credit for the affected unit at no cost to the client, including return shipping and replacement dispatch.
What Is Not Covered
Warranty Exclusions
The warranty does not cover damage or failure attributable to conditions outside normal operation. Kendaall’s hardware is designed for demanding environments, and the warranty reflects the expected operational parameters communicated at the time of sale and documented in the product technical specification sheet provided with each device.
Claiming Under Warranty
Process and Timelines
To submit a warranty claim, contact Kendaall’s customer success team with the device serial number, a description of the observed failure, and — where possible — telemetry logs or error codes from the Kendaall platform dashboard. Kendaall will assess the claim remotely where sufficient diagnostic data is available, or issue an RMA for return and inspection where a physical assessment is required. In verified warranty cases, replacement hardware is dispatched within 5 business days of claim confirmation.
Real People. Real Expertise. Real Resolution.
Every return, warranty claim, and refund request is handled by a named Kendaall team member — not an automated ticket system. These are the individuals responsible for ensuring that every client resolution is handled with the care and speed it deserves.
James leads all client resolution processes, including return authorisations, warranty assessments, and refund processing. With eight years of enterprise logistics technology support experience and a mechanical engineering background, James brings both technical and operational insight to every claim he handles. He oversees the team responsible for ensuring every return request is resolved within policy timelines.
Amina manages the operational processing of all hardware return and refund claims, coordinating between the customer success team, Kendaall’s hardware quality assurance team, and the finance department to ensure that every eligible return is processed accurately and within the committed timelines. With a background in supply chain management and seven years of logistics industry experience, Amina brings precision and empathy to every client interaction in the returns process.
David leads Kendaall’s hardware quality assurance team and manages all warranty claim assessments. A qualified electronic engineer with ten years of field experience in industrial IoT device deployment across East Africa, David personally reviews every warranty claim that requires physical inspection, ensuring that assessments are accurate, fair, and technically rigorous. He also leads the hardware testing and certification programme for all new Kendaall device generations.
Situations Where Returns Do Not Apply
Kendaall Tracking’s refund and returns policy is designed to be fair and accessible — but it cannot cover every situation uniformly, and there are categories of purchase and circumstance where a return or refund is not available. Understanding these exclusions is as important as understanding the coverage, and we have written this section to be as clear and specific as possible so that there are no surprises.
Professional services delivered and accepted under a Statement of Work are not refundable. Once a deliverable has been accepted by the client — whether that acceptance is explicit, implied by use, or confirmed at a project milestone review — the professional services fee associated with that deliverable is earned and non-refundable. Where a deliverable has not been accepted due to a performance failure on Kendaall’s part, the client should raise a formal dispute under the dispute resolution provisions of their Master Services Agreement rather than a standard refund request.
Hardware that has been customised to a client-specific specification — including bespoke enclosure modifications, client-branded firmware, pre-provisioned SIM cards registered to the client’s account, or deployment-specific antenna configurations — is not eligible for a standard return refund if the customisation renders the unit unsaleable in its current configuration. In these cases, Kendaall will assess refund eligibility on a case-by-case basis and will always communicate the outcome and reasoning clearly to the client.
Consumable components — including batteries, SIM cards, antenna cable assemblies, and mounting adhesives — are not covered by the standard return policy or the hardware warranty, as their operational life is inherently consumption-dependent. Replacement consumables are available through the Kendaall hardware portal and are dispatched within 3 business days for clients with active platform subscriptions.
Delivered Professional Services
Integration configuration, onboarding sessions, custom dashboard build work, and training delivered and accepted under a Statement of Work. Once accepted, these services are earned and non-refundable regardless of subsequent subscription changes.
Hardware Beyond the 30-Day Window
Hardware returned after the 30-calendar-day return window has expired is not eligible for a standard return refund. Such hardware is assessed under the warranty process only, and refunds are not available as a warranty remedy — replacement or repair are the applicable remedies.
Field-Deployed or Installed Hardware
Any hardware that has been physically installed on an asset, connected to power systems, or exposed to operational field conditions — regardless of whether it was powered on — is assessed under warranty terms, not standard return terms.
Physically Damaged Hardware
Hardware showing physical damage attributable to handling, installation error, impact, liquid ingress beyond IP67 rating, electrical surge, or unauthorised modification is excluded from both standard return and warranty coverage, and will be assessed for repair at cost.
Consumable Components
Batteries, SIM cards, antenna assemblies, mounting adhesives, and cable consumables are not covered by return or warranty provisions, as their service life is inherently dependent on operational consumption rather than manufacturing quality.
Custom Firmware and Configuration
Hardware units that have received client-specific firmware flashing, IMEI registration, or bespoke configuration that materially alters the unit from its standard specification are assessed for returnability on a case-by-case basis.
What We Commit to Every Client Who Raises a Claim
Kendaall Tracking’s approach to returns and refunds is grounded in the same philosophy that governs our approach to everything else: that the clients we serve are running critical operations, and that delays, ambiguity, or poor communication in the resolution process have real operational and financial consequences. We do not treat refund and return administration as a back-office function separate from the client relationship — it is part of the client relationship, and we manage it accordingly.
Every return or refund request raised with Kendaall will receive a substantive, written response from a named team member within 1 business day of receipt. That response will either confirm that the request is being processed under the applicable policy terms, explain any additional information needed to assess eligibility, or escalate the matter to a senior customer success or management contact where the situation warrants it. Clients will never receive an automated acknowledgement as the only response to a refund or return request.
Where Kendaall determines that a return or refund request is not eligible under the terms of this policy, the client will receive a written explanation of the reasoning — with specific reference to the applicable policy provision — and an explanation of any alternative resolution options available. Clients who disagree with Kendaall’s assessment have the right to escalate the matter to Kendaall’s senior management team, whose contact details will be provided in the ineligibility notification. Kendaall commits to a senior management review within 5 business days of any escalation request.
Kendaall also commits to a continuous improvement process for this policy. Where a pattern of client feedback indicates that a policy provision is unclear, unfair, or does not reflect the realities of how our clients operate, we will review and revise the relevant provision. The effective date and version number at the top of this policy are updated with every substantive revision. Clients are notified of material policy changes at least 30 days before the change takes effect, via email to their account contact and a platform dashboard notification.
1 Business Day Response
Every claim receives a substantive, named-staff response within 1 business day of receipt — never just an automated acknowledgement.
Defined Timelines
RMA within 2 days. Inspection within 5 days of receipt. Refund within 10–15 business days. Every step committed in writing.
Escalation Path
Clients who disagree with an assessment have a clear escalation route to Kendaall’s senior management, with a 5-business-day review commitment.
Named Staff Ownership
Every return and refund claim is owned by a named Kendaall staff member who is accountable for its resolution from intake to close.
Written Reasoning
Where a request is not eligible, Kendaall provides a clear written explanation citing the specific policy provision — no generic rejections.
30-Day Policy Change Notice
Material policy changes are communicated to all clients at least 30 days before taking effect, with full disclosure of what has changed and why.
Business Day Response
Committed response time for every return or refund request submitted
Day Return Window
Calendar days from confirmed delivery for eligible hardware returns
Month Hardware Warranty
Manufacturing defect and component failure coverage on all Kendaall devices
Business Days to Refund
Maximum processing time from hardware receipt to refund cleared
Refund Terms Follow the Product or Service Purchased.
A refund request cannot be assessed correctly by treating every Kendaall purchase as the same “GPS tracker.” Kendaall’s service ecosystem contains physical tracking hardware, connectivity, software access, installation, fleet management and specialist telematics. A magnetic motorcycle GPS tracker is a physical product. Car GPS tracking with immobilisation combines a vehicle tracker with an installed control capability. Fleet management is a service whose scope depends on the fleet. Fuel monitoring adds a tank sensor. Driver behaviour monitoring adds event detection and, where required, driver identification. Dashcam telematics adds video hardware and storage. These relationships determine whether a request is a standard return, a warranty claim, a cancellation, a repair request or a change to a quoted deployment.
The current pricing structure gives customers clear reference points for standard equipment. The magnetic motorcycle GPS tracker is about KSh 6,000 as a one-off hardware price. Car GPS tracking with immobilisation is about KSh 10,000. Fleet management is quotation-based, rather than represented by one universal monthly price. Fuel monitoring, driver monitoring, dashcams and other specialised capabilities should be requested as part of a quotation because the equipment and configuration depend on the deployment.
A published hardware reference price is not the same as the final installed deployment price. Installation, additional sensors, connectivity, fleet size, vehicle type, advanced reporting, integrations and professional services may change the amount. The customer’s quotation, order confirmation, invoice and applicable service agreement define the commercial scope for that transaction.
“The device price identifies the hardware. The quotation identifies the deployment.”
Magnetic Motorcycle GPS Tracker — About KSh 6,000
The magnetic motorcycle tracker is relevant to motorcycles, boda bodas, delivery bikes and other suitable two-wheel assets. The standard return question is whether the unit is unused and still in its original condition. Once the device has been installed, powered, configured or deployed, the request may need to be handled as a warranty, repair or service matter instead of an unused-hardware return.
Car GPS Tracking with Immobilisation — About KSh 10,000
Car GPS tracking with immobilisation is a vehicle-installed configuration. Because the immobilisation function interacts with vehicle wiring and installation, customers should not remove or alter an installed unit without guidance. A suspected fault should first be diagnosed. A manufacturing defect may qualify for warranty repair or replacement. A change-of-mind request after installation is not automatically treated as a return of unused goods.
Fleet Management — Request a Quotation
Fleet management is quotation-based because the operational entity is a fleet rather than a single standard device. A quotation can account for the number of vehicles, motorcycles or other assets, installation requirements, live tracking, geofencing, trip reporting, driver behaviour, fuel monitoring, maintenance information, dashcams, user access and other requirements. Customers should use the Get a Quote page or booking route before payment when the requirement is a fleet deployment.
Fuel Monitoring, Driver Monitoring and Dashcams — Ask for a Quote
Fuel monitoring is a sensor service tied to a tank and its calibration. Driver monitoring can involve accelerometer events, speed thresholds, driver identification and reporting. Dashcams introduce a separate video device and storage considerations. OBD-II or CAN-bus integrations depend on the vehicle. Predictive maintenance depends on relevant condition data. These are not interchangeable add-ons, so the correct commercial unit is a scoped quotation rather than an assumed fixed price.
If you need only standard hardware, use the relevant product route. If you need fleet management, fuel monitoring, driver monitoring, dashcam capability or another specialised configuration, request the complete quotation first. If you want to pay by M-Pesa, contact the quotation channel to confirm the current amount and payment instructions before sending funds.
Hardware, Software, Installation and Telematics Have Different Commercial Relationships.
The product name matters because a return, warranty or cancellation request follows what the customer actually purchased and what Kendaall actually delivered.
Hardware
GPS trackers, motorcycle devices, car tracking units, immobilisation hardware, fuel sensors and dashcams are physical products. Condition, installation and completeness matter.
Connectivity
Tracking hardware requires communications to report data. SIM, airtime and connectivity arrangements are service elements and are not the same as returned hardware.
Platform
Dashboards, alerts, trip history, reports and fleet intelligence are software services. Cancellation follows the subscription or service agreement.
Configuration
Fuel monitoring, driver identification, behaviour scoring, dashcams, diagnostics and integrations can require scoped equipment and professional services.
GPS tracking hardware and GPS tracking software are related but distinct. The hardware collects or transmits position and sensor information. The platform receives, stores, displays and processes that information. Returning an unused tracker is a hardware transaction; cancelling dashboard access is a software transaction; reporting that an installed device stopped communicating may be a warranty or repair transaction.
Installation changes the state of the product. A device that has been fitted to a vehicle may have wiring, ignition detection, immobilisation circuits, sensor placement and platform registration associated with it. For that reason, an installed device should be assessed through the applicable warranty or service route rather than assumed to qualify for an unused-goods return.
Fleet management is a scoped service. A small mixed fleet and a large commercial fleet can need different combinations of tracking, fuel monitoring, driver behaviour, maintenance, reporting and video. That is why the current pricing structure directs fleet customers to a quotation or booking route rather than presenting one fixed public fleet price.
Specialised telematics creates additional dependencies. Fuel monitoring depends on sensor calibration and tank geometry. Driver monitoring depends on event detection, thresholds and, where used, driver identification. Dashcams add video capture and storage. OBD-II and CAN-bus functions depend on vehicle interfaces. Predictive maintenance depends on the availability and quality of condition data. A refund or service request should therefore identify the specific component or configuration involved.
How the Policy Applies to Common Kendaall Tracking Purchases.
The same word — “tracker” — can describe different products and services. The examples below identify the commercial event, the evidence that helps Kendaall assess it, and the route that normally applies.
Unused Motorcycle Tracker
Standard ReturnAn unused magnetic motorcycle GPS tracker that has been delivered but not installed is the clearest standard-return scenario. The customer should keep the device, packaging, mounting materials, documentation and accessories together. The return request should identify the order or invoice reference and explain why the item is being returned. The 30-day window is measured from confirmed delivery. The inspection determines whether the unit remains in saleable original condition.
- Return request within the stated window
- Original device and accessories
- No installation or field deployment
- RMA required before shipment
Installed Car Tracker
Warranty / Service ReviewA car GPS tracker with immobilisation that has already been installed is not treated in the same way as an unopened device. The installation creates a technical configuration involving vehicle power, ignition sensing and immobilisation. If the customer reports failure, Kendaall should first diagnose the device and installation. If a manufacturing or component fault is confirmed within the warranty period, the applicable warranty remedy can be used. Customers should not disconnect immobilisation wiring themselves when a fault is suspected.
- Fault diagnosis before removal
- Installation condition assessed
- Warranty applied to eligible defects
- Repair or replacement where applicable
Fleet Management
Quotation / Agreement TermsFleet management is a service relationship rather than a single standard-priced device. A fleet may include motorcycles, cars, vans, lorries, generators or other assets, with different requirements for installation, reporting, fuel monitoring, driver behaviour and maintenance. A cancellation or refund is therefore assessed against the quotation, order, subscription and any Master Services Agreement. The quotation should be the first reference when a customer wants to understand what was purchased and which parts of the deployment are refundable, cancellable or already delivered.
- Review the accepted quotation
- Identify delivered and undelivered scope
- Apply subscription cancellation terms
- Separate hardware from service fees
Fuel Sensors, Driver Monitoring and Dashcams Need Configuration-Specific Assessment.
Advanced fleet capabilities are connected to the operating environment in which they are installed. A fuel sensor is calibrated against a tank. A driver-monitoring configuration can depend on vehicle data, driver identification and scoring rules. A dashcam is positioned for a particular field of view and may be integrated with telematics timestamps. These are not identical to a boxed GPS tracker.
The current pricing approach therefore directs customers to request a quotation when they need these capabilities. The quotation establishes the equipment, installation, configuration and service scope before payment. If a return or refund is later requested, the assessment can then distinguish between physical hardware, professional services already delivered, software access already used and any remaining unfulfilled scope.
Fuel Monitoring
A fuel sensor is a measurement device installed in or associated with a tank. Return and warranty assessment can depend on whether the sensor has been installed, calibrated, exposed to fuel, rewired or otherwise deployed. A suspected inaccurate reading should first be treated as a diagnostic or recalibration issue.
Driver Behaviour Monitoring
Driver behaviour monitoring uses vehicle events such as speeding, harsh braking, acceleration, cornering and idling. Where driver identification is used, additional hardware or configuration may be involved. Cancellation of the monitoring service is distinct from returning the underlying GPS hardware.
Dashcams and Video Telematics
A dashcam is a physical video device with placement, wiring, storage and configuration requirements. If it has been installed or configured for a specific fleet, the standard unused-device return process may not apply. A fault should be documented and assessed through support or warranty procedures.
OBD-II / CAN-bus and Diagnostics
Vehicle diagnostic integration depends on the vehicle’s interfaces and configuration. If the issue concerns missing engine data or incorrect diagnostics, Kendaall should assess the connection, vehicle interface and device before a return is authorised.
Predictive Maintenance Configuration
Predictive maintenance is a data service that depends on condition signals such as vibration, temperature and diagnostic information. A request to stop using the service is not automatically a request to return every physical device supplying the data.
Fleet Integrations
API, ERP, accounting or reporting integrations are professional services and software configuration. Once configuration work has been performed, it may not be reversible in the same way as an unused physical device. The accepted scope and services terms control the commercial treatment.
What to Include in a Return or Refund Request.
A precise request reduces the time needed to identify the correct remedy. Kendaall should be able to connect the request to the customer account, the specific device or service, the commercial transaction and the reported problem.
For hardware, useful evidence includes the order or invoice number, device identifier or serial number where available, delivery date, installation status, photographs of physical condition and a concise description of the problem. For an installed device, the customer should identify the vehicle or asset and whether the device is currently communicating.
For a software or fleet-management cancellation, identify the account, subscription or agreement, the number and type of monitored assets, the requested cancellation date and the reason for cancellation. Where the request concerns a specialised quotation, include the quotation reference and identify which equipment or service component is affected.
For a warranty claim, describe the symptom rather than only saying that the tracker is “not working.” Examples include no GPS position, no cellular communication, incorrect ignition state, intermittent reporting, inaccurate fuel readings, missing OBD data or a dashcam that no longer records. The distinction helps technical staff determine whether the issue is hardware, wiring, power, connectivity, sensor calibration or software configuration.
Transaction
Order, invoice, quotation or agreement reference.
Asset
Vehicle, motorcycle, generator or other monitored asset.
Device
Device identifier, serial number or installation reference where available.
Condition
Installed, unused, damaged, defective, modified or deployed status.
Symptom
Specific fault, missing data, connectivity issue or service problem.
Requested Remedy
Return, refund, replacement, repair, cancellation or account credit.
Cancelling Tracking Access Is Different From Returning a GPS Device.
Kendaall’s platform can provide live vehicle location, geofences, trip history, alerts, reporting and wider fleet intelligence. A customer may decide to stop using the platform even though the physical tracker remains installed. That situation is governed by the subscription or service agreement. The device may remain the customer’s property, may need to be returned under a separate arrangement, or may be subject to another term depending on the commercial structure.
Monthly subscriptions are cancelled with 30 days’ written notice, with no refund for the current billing month under the policy terms supplied on this page. Annual subscriptions and enterprise arrangements are governed by their accepted contractual terms. Where an annual cancellation provision permits a pro-rata refund, the calculation can exclude agreed integration, onboarding or professional-service costs already incurred.
A service cancellation should not be confused with a claim that the tracking hardware is defective. If the platform is working but the customer no longer wants the service, that is a cancellation. If the device has failed, that is a technical support or warranty issue. If the customer wants to return unused equipment, that is a hardware return. Identifying the correct entity at the start avoids unnecessary removal, shipping or service interruption.
Stop the software service
Use the applicable notice period and agreement terms. Confirm the requested end date and any outstanding account obligations.
Resolve defective hardware
Report the fault and allow technical assessment. Eligible manufacturing defects are handled under the stated hardware warranty.
Send back eligible unused hardware
Obtain an RMA before shipment and return the unit with the required components and documentation.
Request the Quote Before Paying for Fleet or Specialised Equipment.
Customers who need a single standard motorcycle or car tracker can use the published reference prices as a starting point. Customers who need fleet management or additional capabilities should request a quotation before payment. This is particularly important where the requirement includes fuel monitoring, driver behaviour monitoring, dashcams, immobilisation beyond the standard car configuration, diagnostics, predictive maintenance, multiple asset classes or integration with another business system.
The quotation process should establish what is being supplied, how many assets are included, which hardware is required, whether installation is included, what software or monitoring services are included, which specialised sensors or cameras are required and what support is part of the deployment. This creates a clear commercial record. If a refund request later arises, the customer and Kendaall can identify exactly which part of the deployment is being discussed.
Customers who prefer M-Pesa should not rely on an old payment number or an amount copied from a previous conversation. Contact Kendaall through the quotation WhatsApp channel at +254 105 152 896, or use the Get a Quote page, to confirm the current quotation and current M-Pesa instructions before making payment.
Tell Kendaall what you need to monitor. State the number of motorcycles, cars, vans, lorries, generators or other assets; identify whether you need live GPS tracking, immobilisation, fuel monitoring, driver monitoring, dashcams, diagnostics, maintenance intelligence or reporting; and state whether installation is required. The quotation can then be matched to the actual deployment instead of a generic product label.
The Return Decision Depends on Condition, Timing and Delivery State.
A return request is not approved solely because a customer has changed their mind. The assessment considers when the product was delivered, whether it was installed or deployed, its physical condition, whether accessories are present and whether a different remedy such as warranty repair is more appropriate.
Timing. Standard unused-hardware returns are subject to the 30-calendar-day window stated in this policy. The delivery date is therefore important evidence.
Condition. The device should be returned in original, undamaged condition with the relevant packaging, mounting hardware and documentation. Physical damage can move a request outside the standard return process.
Installation. A tracker that has been fitted to a motorcycle or vehicle is no longer in the same state as an unused boxed product. Installation work and vehicle configuration must be assessed.
Deployment. A device that has been exposed to fuel, vibration, weather, vehicle voltage or field conditions may need technical assessment. The appropriate route may be warranty or repair rather than change-of-mind return.
Completeness. Missing accessories, documentation or mounting components can affect the assessment. Customers should keep the complete kit together until the request is resolved.
Cause. Manufacturing failure, installation fault, physical damage, unauthorised modification, connectivity failure and change of mind are different causes and should not be placed in the same category.
Need to Start a Return or
Discuss a Refund?
Our customer success team handles return, refund and warranty requests as documented cases. For a quotation, fleet-management scope, specialised device or M-Pesa payment request, use the quotation channel so the amount and configuration are confirmed before payment. For an existing return or warranty case, use the formal returns contact so the case can be logged and assigned.
This Refund and Returns Policy is governed by and construed in accordance with the laws of the Republic of Kenya. Any dispute arising from the application of this policy that cannot be resolved through Kendaall’s internal escalation process shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya. Clients retaining statutory rights under their own jurisdiction’s consumer or commercial protection legislation are not affected by this governing law clause with respect to those statutory rights. The page was reviewed against the current product and pricing structure on 18 September 2026. The contractual policy version and effective date applicable to an existing client remain those stated in the accepted agreement or policy notice. The previous version (3.1, effective 1 January 2024) remains available from Kendaall upon written request. Kendaall Tracking reserves the right to amend this policy at any time, with material changes communicated to active clients no less than 30 days prior to the effective date of the amendment. Policy enquiries may be directed to legal@kendaalltracking.co.ke.