Cancellation Policy
Renter cancellation
Renters may cancel their trip through our site or mobile app or through a call to our sales contact centre line 0714877948, and the cancellation is effective immediately. Whether the Renter received a full refund, a partial refund, or receives no refund depends on the circumstances. The total amount refunded will depend on when the Renter cancels the trip, the length of the trip, and the trip type.
Free cancellation period
Renters may cancel free of charge up to 48 hours before their trip starts. Renters who book within 48 hours of their trip have one hour after booking but before delivery to cancel for free. If the car is already dispatched for delivery, this is considered as "No Show". If a renter books a very specific car , they will lose 2 days of rental fees and incidental costs incase they cancel the reservation or the whole amount paid as reservation , whichever is lower. If a Renter wants to cancel a booked trip, we encourage them to notify Ride as soon as possible via Ride messaging.
Cancellation Policy for on-going Trips
If the renter chooses to cancel their booking before the agreed rental period ends, no refunds will be issued for any unused rental time. All rental fees paid at the time of booking are non-refundable.
Trip modifications
If a Renter requests a trip modification and the Owner accepts, that modification does not reset the free cancellation period for the trip. It remains tied to the original booking time. If a owner requests a trip modification and the renter accepts, that modification does not reset the free cancellation period for the trip. It remains tied to the original booking time.
Cancellation for cleaning/disinfection concerns
Renters may cancel free of charge and receive a full refund if, upon inspecting the vehicle at trip start, they have concerns that it has not been cleaned and disinfected. Renters are only eligible for a full refund if they:
- Do not accept the vehicle,
- Do not check in for the trip,
- And immediately contact Customer Support to report the issue.
Cancellation Policy During Delivery for Car Rentals
In the event that the renter decides to cancel a booking after the vehicle has been dispatched or delivered—whether due to a change of mind, preference for a different vehicle, or other insubstantial reasons—Ride Rentals reserves the right to apply the reservation fees towards any incidental costs incurred as a result of this cancellation. The renter acknowledges that such charges are necessary to mitigate losses associated with the booking cancellation. This policy ensures that both parties are protected and facilitates a clear understanding of the implications of canceling a rental agreement once the vehicle has been dispatched or delivered.
Renter no-show
If a Renter fails to cancel and doesn't show up for the trip within 30 minutes of the trip's scheduled start time, it's a Renter no-show. If a Renter has booked a trip and paid in advance, has not canceled their trip, and does not show up for 12 hours after the trip’s scheduled start time, it’s a Renter no-show. A Renter who shows up to a trip with no license, with an invalid license, or who sends their additional driver in their place is also a Renter no-show. Ride or the Owner will cancel Renter no-show trips, and we’ll issue the Renter no refund if the trip is less than 3 days.
Exceptions
Exceptions to the Renter refund amounts for cancellations outside the free period and for no-shows may apply in the event of a flight delay, flight cancellation, lost baggage issue, safety issues tied to vehicle cleanliness, or other extenuating circumstances.
Early returns
There are no credits/refunds issued for early returns except when the Renter has submitted a trip modification request to shorten their trip and Ride has accepted through the Ride website or app or Call at least 3 days before their end of trip.
Renter trips canceled by Owner and Owner no-shows
If a Owner cancels a Renter’s trip or is a no-show — that is, hasn't canceled and doesn’t show up within 30 minutes of the scheduled trip start — Ride will refund the Renter in full. Funds from the canceled or no-show trip will be available for 24 hours after the cancellation so a Renter can rebook their trip. Customer Support is available to help Renters rebook through our sales contact centre number 0714877948 .If the funds remain unused after 24 hours, we'll automatically issue a full refund. Renters who don't want to rebook and don't want to wait 24 hours for Ride to issue a refund can initiate their refund as per the instructions in the cancellation email.
Trips canceled by Ride
In some cases, Ride’s trust and safety team will cancel a Renter’s booked trip. If that were to happen, Ride will contact the Renter and Owner, and issue the Renter a full refund. In these instances, Customer Support is available to help Renters rebook through our sales contact centre number 0714877948.
Renter trips impacted by flight delays, flight cancellations, or lost baggage
Flight delays or flight cancellations
If a Renter’s flight is delayed or canceled, they must message their Owner to tell them and to request a trip modification for a new start time. If the Owner cannot or does not accommodate a new start time and the trip must be canceled, Ride will issue the Renter a full refund if they have message their Owner and provided documentation. Specifically, Renters must notify the Owner of the flight delay or cancellation at least one hour before the scheduled Ride trip start time. They must provide documentation, such as a screenshot from the airline mobile app or website, that shows the flight issue. The Renter must notify Ride of a flight delay or cancellation within at least 24 hours of the trip’s scheduled start time to be eligible to benefit from this cancellation policy. If the Renter’s flight is canceled/delayed more than three days in advance of the trip start time, this policy does not apply.
Lost baggage delays
If the Renter experiences a lost baggage delay, Ride will issue the Renter a full refund if they’ve messaged their Owner and provided documentation. Specifically, they must notify their Owner no later 30 minutes after the scheduled trip start time, notify Ride of the lost baggage delay within 24 hours, and provide photo evidence of a baggage issue.
Owner cancellation
If a Owner wants to cancel a booked trip, we encourage them to notify the Renter via Ride messaging as soon as possible. Then they must process the cancellation through the Ride website or app. The cancellation is effective immediately, and the Renter receives a complete refund. Owners will be subject to a Kes 2,000 fee if they cancel a trip less than 24 hours before the start of the trip. If they cancel more than 24 hours before the start of the trip, the fee is Kes 1500. After each canceled trip, Owners receive an automated review on their vehicle listing. It mentions the cancellation and how far in advance they canceled the trip. We waive the Owner fee and review if the Renter rebooks a new trip with the same Owner within 24 hours of the cancellation. Owners who repeatedly cancel trips may be subject to additional penalties, including removal from the marketplace.
