1. Checkout and payment channels
Checkout shows the item or booking amount, applicable delivery charge and total due before payment. Where a cart contains different vendors, Ephrathar Carmel creates separate vendor orders while showing the customer the combined checkout total.
Use only the payment instructions displayed by Ephrathar Carmel. Never send an M-Pesa PIN to Ephrathar Carmel, a vendor, host or service provider.
Payment may be offered through M-Pesa, an authorised payment provider, or an approved pay-on-delivery option. A payment is complete only after the platform receives verified confirmation. A prompt or pending screen alone is not proof of payment.
2. Home Store orders and delivery
Vendors set delivery areas and charges for their products. The applicable charge is added automatically at checkout. The vendor receives its own fulfilment record and is responsible for preparing and delivering that portion of the order.
Where a deposit option is expressly offered, the required deposit is shown before payment. Any balance must be paid through an authorised Ephrathar Carmel channel. Customer and vendor delivery confirmations form part of the payout and dispute record.
3. Moving, cleaning and design services
A customer pays against the selected quote. The quote should identify the scope, price and important exclusions. If the scope changes, the parties should record and approve the change before additional payment is requested.
A cancellation before work begins may be refundable less any clearly disclosed, reasonable and already incurred cost. Once work has begun, the refundable amount depends on work completed, committed third-party costs and the applicable consumer rights.
4. Furnished stays, hotels and resorts
A reservation is secured only after any required host acceptance and successful payment. The listing or booking record should state the cancellation terms that apply. If a host or hospitality partner cannot honour a confirmed booking, Ephrathar Carmel may support rebooking or a refund of the affected amount.
Guest-caused damage, prohibited activity or a material breach of house rules may affect a refund or create a separate claim, subject to evidence and applicable law.
5. Refunds and processing time
Approved refunds are returned through the original payment route where reasonably possible. Payment-provider and bank processing times are outside Ephrathar Carmel’s direct control. The platform will retain a refund record and provide a status update.
A refund may be partial where part of an order or service was properly supplied, where a non-refundable committed cost was clearly disclosed, or where law permits a reasonable deduction. Statutory consumer rights take priority over an inconsistent listing policy.
6. Partner payouts
Partner earnings are calculated from verified customer payments, less the applicable Ephrathar Carmel commission, refunds, reversals and authorised adjustments. Home Store payouts are processed after delivery confirmation and the applicable dispute window, ordinarily within the displayed payout period. Host payouts are scheduled after verified check-in, ordinarily within 24 hours, unless a safety, payment or dispute hold applies.
Service-provider payouts follow verified payment and completion. Ephrathar Carmel may hold a payout while investigating a dispute, fraud signal, chargeback, cancellation or reconciliation difference.
7. Failed payments, disputes and chargebacks
If an M-Pesa request fails, expires or is cancelled, the customer may retry only where the order remains eligible. Duplicate verified payments will be reconciled and the excess amount refunded or applied as agreed.
Raise a dispute promptly through the account or Ephrathar Carmel support and provide photographs, messages, receipts or other relevant evidence. Parties must not submit false evidence or use a chargeback to avoid a legitimate obligation. Ephrathar Carmel may pause fulfilment, refunds or payouts while a case is reviewed.