Refund policy

Version in force as of 1 October 2026. Version française

In case of discrepancy, the French version prevails.

1. Refundable amounts

This policy supplements the CGV of GKL Consulting. In flat-rate mode, a return no later than the deadline opens the refund of the deposit, the rental fee having been collected separately. In hourly mode, the amount due is the balance of the deposit after deducting the rental price, with a minimum of zero.

Beyond the announced time limit, the deposit is retained as the non-return flat fee, subject to an incident, an error or a well-founded dispute. A return exactly at the deadline is not late. If the rental cost has absorbed the deposit, the tracking page shows “deposit fully used”: no payment is due for the balance, which is distinct from a refund that is “pending”.

In the case of a confirmed payment with no battery dispensed and an established absence of dispensing, the entire amount actually collected is refundable. Withdrawals, defects and non-conformities are handled under the CGV and the applicable legal time limits.

2. Triggering and Mobile Money payment

Processing of a refundable balance is triggered as soon as the return is recorded, without any prior request. The payment is made to the Mobile Money wallet of the paying number and in the same currency as the original payment. It is launched by GK Power or, where needed, handled by hand by the support team.

The refund remains due until it has been executed, unless there is a contractual or legal justification to the contrary. A failure of the provider, a confirmation delay or a switch to manual handling does not turn the amount due into revenue retained by GKL Consulting.

3. The statuses shown on the tracking page

After the return, the tracking page shows the status of the refund:

• “refund pending”: the return is recorded and the payment has not yet been sent. The processing target for ordinary deposits is 24 business hours from the recorded return. For this target, all hours from Monday to Friday, nights included, are counted in the Kinshasa time zone; Saturday and Sunday do not count. The current calculation does not exclude public holidays. Example: a return on Friday at 3 p.m. reaches this target on Monday at 3 p.m. This calculation method does not extend any mandatory legal time limit, in particular that of a valid withdrawal;
• “refund in progress”: the Mobile Money payment has been launched and is being processed; it has not yet completed;
• “refund sent”: the payment has reached the paying number.
• “deposit fully used”: the cost of the rental has absorbed the entire deposit, no refund is due.

“Returned” and “deposit refunded” are two distinct steps. A receipt or the mention of an executed refund may be disputed if the credit has not been received.

4. Card payment

Refunds of card payments are handled manually: the tracking page then shows “card refund pending”. Support checks the original payment and informs the cardholder of the procedure, the refund channel and the applicable time limit. No instant bank credit is announced. Any other method requires a secure procedure and the cardholder’s agreement; it cannot be inferred from the mere entry of a telephone number.

Bank or provider delays may affect when the credit appears. GKL Consulting remains bound to meet its obligations and the mandatory time limits; it provides proof of execution and assists the customer if a credit is not received.

5. Tracking and complaints

The personal tracking page, accessible through the link provided to you, shows the return, the refundable amount and the processing status.

After the stated time limit, when the file is still pending and eligible, the “Follow up on my refund” button lets you report the delay. It does not create a new payment and does not change the beneficiary number. You can also contact support at any time, on +243 818 080 030 or at GKPOWER@gklgroupholdings.com. GKL Consulting responds to requests and complaints within 72 hours.

State the rental reference, the date of return, the amount, the currency and a description of the problem. If the return was not detected, add the station and, if available, proof of return. Do not send any secret code or full card data. If the paying number can no longer be used, contact support for the applicable verification procedure; no change of recipient is made by the follow-up button.

A confirmed overpayment or double payment is corrected; a check may precede the refund, without removing the customer’s rights. GKL Consulting adds no refund processing fee other than what is lawful and expressly announced.