Refund Policy

1. Definitions

• Booking — a confirmed reservation of a vehicle through the Platform.
• Renter — the User who books or hires a vehicle.
• Owner — the Vehicle Owner who lists a vehicle on the Platform.
• Refund Request — a request submitted by a User seeking repayment of amounts paid for a Booking.
• Service Fee — any fee charged by ZIDI for use of the Platform.

2. Scope

This Policy applies to payments collected by ZIDI on behalf of Vehicle Owners for Bookings made on the Platform and to any fees retained by ZIDI. It does not replace any insurance coverage or remedies available under applicable law.

3. When Refunds Are Available

Refunds, partial refunds, or credits may be available in the following circumstances (subject to the terms below):

• Owner‑Initiated Cancellation: If an Owner cancels a confirmed Booking, the Renter will receive a full refund of all amounts paid for that Booking. ZIDI may also offer additional platform credits where appropriate.
• Vehicle Unavailability: If the listed vehicle is unavailable due to mechanical breakdown, loss, or other Owner responsibility, the Renter will be offered a full refund or, at the Renter’s option, an alternative vehicle of comparable value where available.
• Material Misrepresentation: If the vehicle materially differs from its listing (e.g., incorrect model, safety defects not disclosed), a full or partial refund may be issued depending on the circumstances.
• Extenuating Circumstances: For verified events such as serious illness, death in the immediate family, evacuation orders, or government restrictions that prevent travel, ZIDI may offer refunds or credits on a case‑by‑case basis.

4. When Refunds Are Not Available

Refunds will generally not be provided in these situations (unless otherwise agreed by ZIDI):

• Renter cancellations made within the non‑refundable window stated at booking.
• No‑shows or late arrivals where the Renter fails to collect the vehicle at the agreed time and place.
• Refunds for amounts already paid to third parties (for example, traffic fines, tolls, or insurance excesses) unless otherwise required by law.
• Changes in personal circumstances not covered under extenuating circumstances (e.g., change of mind).

5. Cancellation and Refund Timeframes

Standard cancellation and refund timeframes are as follows unless otherwise stated in the Booking confirmation:

Note: These timeframes are the default policy. Specific listings or promotions may display alternative refund rules — the rules shown at the time of booking take precedence for that Booking.

6. How to Request a Refund

1. Submit a Refund Request via the Platform or by emailing support@zidimobility.co.ke with your Booking reference and supporting information.
2. Include all relevant evidence (photos, police reports, repair estimates, medical certificates, or other documents that support the claim).
3. ZIDI will acknowledge receipt within 25 hours and may request additional information.

7. Review Process

Upon receiving a Refund Request, ZIDI will:

• Assess the claim using information from both the Renter and the Owner;
• Consider any insurance recoveries, third‑party liabilities, or contractual obligations that affect liability; and
• Communicate the decision and any applicable refunds or credits to the Renter and Owner.

Decisions are typically made within 1–3 business days of receiving complete information, but complex matters (for example, those requiring police or insurance investigations) may take longer.

8. Refund Method and Timing

• Approved refunds are processed to the original payment method used at the time of Booking unless otherwise agreed.
• ZIDI will process refunds within 2 business days of approval; actual bank or payment provider posting times may vary.
• Where service fees or third‑party charges apply, ZIDI may deduct non‑refundable amounts as shown at booking.

9. Security Deposits and Damage Charges

Security deposit handling and damage assessment are governed by the Booking terms and the ZIDI Terms and Conditions:

• Security deposits may be held as an authorization on the Renter’s payment method or collected as a prepayment.
• Where damage is claimed, Owners must provide photos, repair estimates, and invoices. ZIDI may withhold funds from the Security Deposit to cover reasonable repair costs.
• If damage costs exceed the Security Deposit, the Renter remains liable for the balance and will be invoiced accordingly.

10. Third‑Party Costs and Insurance Recoveries

Where refunds are linked to third‑party insurance claims or recoveries, ZIDI may adjust refunds to reflect amounts recovered. ZIDI will provide reasonable details of any such adjustments to the affected parties.

11. Disputes and Appeals

If a Refund Request is denied, the Renter may request an internal review by contacting support@zidimobility.co.ke. If the parties cannot resolve the dispute, the matter will be dealt with under the dispute resolution provisions of the ZIDI Terms and Conditions.

12. Force Majeure

ZIDI will not be liable for failure to provide refunds where such failure is a result of events beyond our reasonable control (including natural disasters, government restrictions, or widespread payment network outages). In those cases, ZIDI will use reasonable endeavours to resolve affected refund claims once the event subsides.

13. Changes to this Policy

We may amend this Refund Policy from time to time. Material changes will be published on the Platform with an updated Effective Date. Continued use of the Platform after changes are posted constitutes acceptance of the revised Policy.

14. Contact

For refund requests and inquiries, please contact:

• Email: support@zidimobility.co.ke
• Website: www.zidimobility.co.ke
• Address: Eldoret, Kenya