If a renter cancels a confirmed booking, a flat fee of KES 500 will be charged. The balance (if any) will be refunded to the renter's M-Pesa number.
| Cancellation Timing | Cancellation Fee | Refund Amount |
|---|---|---|
| More than 24 hrs before pickup | KES 500 flat fee | Balance refunded to M-Pesa |
| Less than 24 hrs before pickup | KES 500 flat fee | Balance refunded to M-Pesa |
| No-show (missed pickup) | Full booking amount | No refund |
If the booking is cancelled by the vehicle owner or ZIDI (e.g., due to unavailability, verification issues, or safety concerns), the renter will receive a full refund.
In such cases, ZIDI will notify you promptly and assist you in finding an alternative vehicle where possible.
Refunds are processed via M-Pesa and typically reflect within 1–3 business days. If delays occur, our support team will provide updates.
| Refund Method | Processing Time | Status |
|---|---|---|
| M-Pesa | 1–3 business days | Active |
| Bank transfer | 3–7 business days | On request |
| ZIDI credit | Instant | Active |
To request a refund, contact us at support@zidimobility.co.ke or use the contact form on our Support page. Include your booking ID and reason for cancellation.
We reserve the right to deny a refund if there is evidence of fraud, abuse of policy, or violation of our Terms of Use.
If a booking is not approved within 30 minutes, users may process a wallet refund. Approved refunds are processed within 24–48 hours.