Cancellation and refund policy

1. Before you pay

Review the vehicle's published cancellation window, late-cancellation/no-show percentage, security-deposit amount and return timing, then check the final written quote before paying. We save the schedule presented with your request so later vehicle edits do not change that recorded version. A reservation request is not an unconditional guarantee of supply. This policy does not create a blanket non-refundable fee or waive statutory remedies. No undisclosed cancellation penalty is introduced by this page.

2. How to cancel or request a refund

Contact sevenfortunem@gmail.com or send a message through your booking history as soon as possible. Include your booking reference, requested cancellation or change, payment reference and reason. Do not send card details, passwords or full identity documents. We record and review the request with the responsible supplier and communicate the decision and calculation in writing.

Cancelling an unpaid enquiry has no rental payment to refund. For paid bookings, any lawful deduction must follow the terms agreed before payment; ask us to identify the relevant clause and calculation. A refund is not automatic merely because an account-deletion request was submitted.

3. Unavailable vehicles and supplier cancellation

If the confirmed vehicle or agreed service cannot be provided, contact us promptly. An alternative vehicle or date requires your agreement. Where the service is not supplied and you do not accept a suitable alternative, we will facilitate the refund or other remedy you are entitled to under the agreement and applicable law. We do not require you to accept a substitute to avoid losing all payment.

4. Changes, no-shows and early returns

Date changes and extensions depend on availability and revised pricing, which must be agreed. No-show or early-return charges depend on lawful, previously disclosed booking terms and the circumstances. Each vehicle may publish one of five notice windows: no voluntary refunds, 24 hours, 48 hours, 72 hours or 7 days before pickup, together with its late-cancellation charge. There is no universal percentage penalty or free-cancellation window across all fleets. Statutory cancellation rights remain available where applicable.

5. Security deposits and damage deductions

A security deposit is separate from the rental price. Its amount, holder and release conditions must be stated before payment. The supplier reviews return condition, fuel, mileage and outstanding obligations against the agreement. Ask for an itemised explanation and supporting evidence of deductions. Deposit release timing depends on the stated agreement and payment method; disputed deductions can be challenged through support.

6. Duplicate payments and refund processing

Report duplicate or incorrect charges with payment references. Verified overpayments are corrected. Approved refunds normally use the original payment route where possible. We will confirm the amount, currency, deductions (if lawful), processing status and expected timing; bank, mobile-money and payment-provider posting times may differ. We do not promise a fixed posting time we cannot verify. We do not charge a new undisclosed refund administration fee.

7. Consumer rights and complaints

Applicable local consumer law takes priority over voluntary supplier cancellation terms. For Kenyan transactions, Kenya's Consumer Protection Act, 2012 protects consumers against unfair practices and provides remedies, including specified cancellation rights for internet agreements where disclosure, review/correction or agreement-copy requirements are not met. These rights are distinct from discretionary change-of-mind cancellation. Nothing here excludes a mandatory right or remedy.

If you disagree with a decision, request an explanation and review. You may use lawful payment-provider dispute procedures or seek help from a competent consumer authority or court. Import transactions require their own purchase or sourcing terms; contact us for the relevant agreement.