Comprehensive Protection and Security Measures for Your Transactions
Last updated: August 2025
At CarStrel, we understand that purchasing or renting a vehicle is a significant investment. Our Protection Policy outlines the comprehensive measures we have in place to safeguard your transactions, ensure vehicle quality, and provide you with peace of mind throughout your journey with us.
This policy covers vehicle verification, financial protection, data security, transaction safeguards, and dispute resolution procedures. We are committed to providing a safe and secure platform for all vehicle-related transactions.
By using our Service, you acknowledge that you have read, understood, and agree to be bound by this Protection Policy. If you do not agree with any part of this policy, please do not use our Service.
Every vehicle listed on our platform undergoes a comprehensive multi-point inspection covering mechanical, electrical, and cosmetic aspects. Our certified inspectors verify:
We verify each vehicle's history including accident history, service records, ownership history, mileage verification, and recall status. This ensures transparency and helps you make informed decisions.
All vehicles are guaranteed to match their listed specifications. If a vehicle does not meet the described condition or specifications, we provide full refund or vehicle replacement options, compensation for discrepancies, and support in resolving quality issues.
All financial transactions are processed through encrypted, PCI-DSS compliant payment gateways. We never store your full payment card information on our servers. Payment processing is handled by certified providers who specialize in financial security.
For high-value transactions, we offer escrow services to protect both buyers and sellers. Funds are held securely until transaction completion, released only upon delivery and acceptance, with dispute resolution support available.
In case of transaction issues, we provide full refund for undelivered vehicles, partial refunds for significant discrepancies, and chargeback protection for eligible transactions. All refunds are processed to the original payment method within 5-10 business days.
We employ industry-standard security measures to protect your personal and financial information, including end-to-end encryption for sensitive data, regular security audits and updates, secure data storage and backup systems, and access controls and authentication protocols.
We comply with applicable data protection regulations including GDPR, CCPA, and the Kenya Data Protection Act. Your data is collected only for necessary purposes, stored securely and retained only as required, shared only with authorized parties, and accessible and deletable upon your request.
In the event of a data breach that affects your information, we will notify you within 72 hours via email and platform notification, in accordance with applicable data protection laws. We will provide details about what happened, what data was involved, and what steps we are taking to address the issue.
When you purchase a vehicle through CarStrel, you are protected by vehicle condition guarantee, title and ownership verification, delivery tracking and confirmation, and post-purchase support and assistance.
For vehicle rentals, we provide comprehensive insurance coverage options, damage protection plans, 24/7 roadside assistance, and fair wear and tear policies. All rental vehicles are covered by appropriate insurance policies.
For auction transactions, we ensure transparent bidding processes, vehicle condition disclosure, secure payment handling, and dispute resolution mechanisms. All auction listings are verified before going live.
If you encounter any issues with your transaction, we follow a structured resolution process:
For complex disputes, we may engage in third-party mediation services, arbitration proceedings if required, and legal compliance and regulatory reporting. All dispute resolution is conducted in accordance with Kenyan law.
To support dispute resolution, users must provide screenshots of platform communications, photographs or video evidence of vehicle condition, receipts and payment documentation, and professional inspection reports if applicable.
Rental providers must maintain comprehensive vehicle insurance with commercial coverage, minimum KES 2,000,000 third-party liability coverage, valid insurance certificates uploaded to the platform, and coverage that includes rental/commercial use.
Renters must have valid personal auto insurance or rental coverage, additional rental insurance recommended for high-value vehicles, and international visitors must have valid travel insurance.
In case of damage or loss, users must report incidents within 2 hours, document damage with photographs, file police reports for theft or major accidents, notify insurance providers immediately, and update the CarStrel support team.
We may update this Protection Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. We will notify you of any material changes by posting the new Protection Policy on this page and updating the "Last updated" date.
Your continued use of the Service after any such changes constitutes your acceptance of the new Protection Policy. If you do not agree to the updated policy, you should discontinue use of the Service.
We encourage you to review this Protection Policy periodically to stay informed about how we protect your transactions and information.
If you have questions about our Protection Policy or need to report an issue, please contact us:
Email: protection@carstrel.com
Support: Available 24/7 through our support center
Emergency: For urgent issues, contact our emergency support line
Address: CarStrel Protection Department, Nairobi, Kenya