Last updated: 22nd May 2025

At Best Car Hire Kenya (“we,” “us,” or “our”), we strive to deliver excellent service and flexibility to our customers. However, we understand that travel plans may change. This Refund Policy explains when refunds are permitted, how to request them, and what deductions may apply. Please read this carefully before booking.

1. Cancellation & Refund Eligibility

• Free cancellation period
   You may cancel your booking free of charge up until the time your reservation is confirmed (i.e., before we issue a reservation confirmation). In such cases, any advance payment you made will be fully refunded. You will incur transactional fees if any.

• Partial refund (advance notice)
   If you cancel at least 14 days before the scheduled pickup time, you may be eligible for a 50% refund of the prepaid amount (excluding non-refundable fees).

• No refund (late cancellations / no-shows)
   Cancellations made less than 14 days before pickup, and no-shows (i.e., you do not arrive to collect the vehicle or fail to notify us), are not eligible for any refund.

• Special offers & discounts
   Bookings made under promotional rates, discounted packages, or negotiated agreements may have NO or separate refund conditions. The terms for those deals will override the standard refund rules — please refer to the specific booking confirmation or terms shown at the time of booking.

2. Early Return of Vehicle

If you return the vehicle earlier than agreed in your rental contract, you will not automatically receive a refund for the unused days, unless explicitly stated otherwise in your rental agreement.

3. Vehicle Unavailability

In the rare event that we are unable to deliver the reserved vehicle due to unforeseen circumstances:

• We will offer you an upgrade or a similar substitute vehicle at no additional cost, if available.

• If a suitable alternative is not available or acceptable, we will provide a full refund of the prepaid amount.

4. Refund Processing

• Refunds will be processed via the original payment method (credit card, bank transfer, mobile money, etc.).

• Refund requests are completed within 5 to 14 business days, depending on banking systems and transaction methods.

• Any bank or transaction fees incurred will be deducted from the refund amount.

5. Non-Refundable Charges & Deductions

Certain fees and expenses are non-refundable once incurred or after services have been confirmed or rendered:

• Delivery or pickup service charges once the service has been fulfilled

• Airport or terminal pickup fees after arrival

• Administrative, processing, or handling fees

• Fuel charges, traffic fines, parking fees, tolls or any violations incurred

• One-way relocation or repositioning charges

• Cross-border fees, permits, or regulatory surcharges

• Costs of damages or losses caused by the renter (per the rental agreement)

• Any non-refundable external bookings (e.g., entry permits, park fees, hotel deposits, dedicated safari vehicle deposits) made on your behalf

6. How to Request a Refund

To request a refund, follow these steps:

1. Contact us in writing (email or through our customer support) with your booking reference number, name, and reason for cancellation.

2. We will review your request in accordance with this policy.

3. If approved, the refund will be processed within the timeframe stated in section 4.

4. We will notify you by email (or other agreed communication) once the refund is completed or if further information is required.

7. Changes & Modifications

We reserve the right to update or modify this Refund Policy at any time. Any change will be posted on our website and will take effect from the indicated “Last updated” date. Your continued use of our services after any changes signifies your acceptance of the revised policy.

8. Contact Us

If you have questions or concerns about refunds or cancellations, please reach out:

• Email: ask@bestcarhirekenya.com

• Phone / WhatsApp: +256702525877