Africar Refund & Returns Policy
This Refund & Returns Policy (“Policy”) applies to all bookings made with Africar Car (“we”, “us”, “our”). By confirming a booking, you the customer (“you”, “your”) accept this Policy together with our Rental Agreement and Terms & Conditions.
1. Cancellations and Refunds
1.1 If you cancel your booking prior to the rental start date (the date and time vehicle is scheduled for hand-over), then refund eligibility is determined based on how far in advance the cancellation is notified.
1.2 A handling or cancellation fee may apply:
- Cancellation more than 72 hours before pickup: Full refund (minus RWF 10,000 processing fee).
- Cancellation 24 to 48 hours before pickup: refund less a 50% handling fee.
- Cancellation less than 24 hours before pickup or no-show: No refund.
All refunds are subject to a processing fee of RWF 10,000.
1.3 Refunds will be made to the original payment method within 14 business days of cancellation approval.
2. Early Return / Unused Rental Periods
2.1 If the vehicle is returned earlier than the scheduled return time/date without prior agreement, such early return does not entitle you to a refund of unused rental days.
2.2 We may, at our discretion, agree to a partial refund for unused days if the vehicle is re-rented immediately and you request the refund in writing. This is not guaranteed.
3. Returns of Vehicle
3.1 You must return the vehicle at the agreed time, date, and location stated in the Rental Agreement unless otherwise agreed.
3.2 The vehicle must be returned in the same condition as handed over, excluding fair wear and tear. Otherwise, damage charges may apply.
3.3 Failure to return the vehicle as agreed may constitute unlawful possession; we reserve the right to repossess the vehicle and charge for additional rental days and recovery costs.
4. Fuel, Mileage & Additional Charges
4.1 You are responsible for the fuel level at return as per the rental terms. If not returned to the agreed level, fuel and refuelling fees apply.
4.2 Any additional mileage, tolls, parking fines, damage, cleaning or other ancillary charges incurred during the rental are your responsibility and may be deducted from the security deposit or charged to you.
5. Deposit Refunds
5.1 The security deposit (or credit-card hold) will be released or refunded within 7 business days after vehicle return, provided:
- No damage, missing items or excess cleaning fees
- All ancillary charges cleared
- Vehicle returned as per Section 3
6. Force Majeure / Unexpected Events
6.1 If we are unable to provide the vehicle due to circumstances beyond our control (force majeure) we may cancel the booking and offer you either an alternative vehicle (if available) or a full refund of any pre-paid rental charges.
6.2 We are not liable for any further compensation for inconvenience, travel costs or other losses.
5.2 If any issue arises (damage, loss, fines, etc.), we will provide you with a breakdown of deducted amounts and refund the balance.
7. How to Request a Refund
7.1 Send your cancellation or refund request to our customer-service email: [insert contact email]. Include your reservation number, name, booking dates and reason for refund.
7.2 We will confirm receipt within 2 business days, review your request, and process any eligible refund according to the time frames above.
8. Changes to This Policy
We reserve the right to amend this Policy at any time. Any changes will apply to bookings made after the date of amendment.