At Rentacar, we believe in transparent, fair, and timely refunds. This Refund Policy sets out clearly the conditions under which refunds are available, the procedure for requesting them, and the timelines you can expect.
This policy applies to all transactions, cancellations, and disputes arising from bookings or purchases made through the Rentacar platform operated by Straydos Technologies Ltd. By completing a transaction on the platform, you acknowledge and agree to be bound by these refund terms.
The following schedule governs refunds for rental bookings cancelled by the renter:
| Cancellation Timing | Refund Percentage | Notes |
|---|---|---|
| 72+ hours before pickup | 100% of rental cost | ₦500 flat processing fee deducted |
| 48 – 72 hours before pickup | 75% of rental cost | Platform fee retained |
| 24 – 48 hours before pickup | 50% of rental cost | Platform fee retained |
| Less than 24 hours before pickup | 0% (no refund) | Full amount forfeited |
| No-show (failure to collect vehicle) | 0% (no refund) | Deposit may be partially forfeited |
If you return a vehicle before the end of your confirmed rental period, refunds for unused rental days are assessed on a case-by-case basis at Rentacar's discretion. We do not guarantee refunds for early returns unless the early return is directly attributable to a vehicle fault or mechanical failure on the vehicle owner's part.
If you modify your booking (e.g., change of dates, vehicle upgrade or downgrade, or change of pickup location), pricing will be adjusted to reflect the revised booking. Modifications that reduce the total booking value will result in a partial refund calculated in accordance with the cancellation schedule above, measured from the date and time of the modification request.
If Rentacar or a vehicle owner is unable to fulfil a confirmed booking for reasons within their control, you are entitled to a full monetary refund of all amounts paid, including platform fees, within 5 business days. We will also make commercially reasonable efforts to arrange a comparable alternative vehicle for you at no additional cost.
Cancellation terms for fleet accounts, corporate agreements, and long-term rental arrangements may be subject to separately negotiated terms. Please refer to your corporate agreement for applicable terms.
A reservation deposit (holding fee) may be required to secure a vehicle pending inspection and purchase. Refunds of reservation deposits are governed as follows:
Once a vehicle sale has been completed and ownership legally transferred, the transaction is generally final and non-refundable. Exceptions apply in the following limited circumstances, which must be raised within 7 days of the completion of the transaction:
In such qualifying cases, Rentacar will facilitate mediation between the buyer and seller. Refund determination will be based on the specific facts, supporting evidence, and, where necessary, an independent professional assessment.
The platform facilitation fee charged by Rentacar on completed vehicle sales is non-refundable in all circumstances, including where a dispute arises between buyer and seller post-completion.
Your security deposit will be returned in full, subject to the following conditions being met upon vehicle return:
Where any of the above conditions are not met, deductions will be made from the deposit accordingly. You will receive a fully itemised statement of all deductions within 48 hours of vehicle return. Any remaining deposit balance will be released to your original payment method within 5 to 7 business days.
The following charges are non-refundable under all circumstances, without exception:
To initiate a refund request, please contact our support team through one of the following channels:
All refund requests must include your booking or transaction reference number, the reason for your request, and any supporting documentation (photographs, receipts, correspondence, etc.) relevant to your claim.
| Refund Type | Processing Time | Notes |
|---|---|---|
| Rental cancellation refund | 3 – 5 business days | From date of cancellation request |
| Security deposit return | 5 – 7 business days | From date of vehicle return |
| Rentacar-initiated cancellation | 5 business days | Full refund, no deductions |
| Dispute-related refund | 7 – 14 business days | From date of dispute resolution |
| Vehicle purchase refund (qualified) | 7 – 14 business days | From date of approval |
All refunds are credited to the original payment method used at the time of booking or purchase. Additional bank processing time of 1 to 3 business days beyond our stated processing timelines may apply depending on your financial institution.
If you are dissatisfied with a refund decision or assessment, you may formally escalate the matter through the following process:
If the dispute cannot be resolved through our internal process, it may be escalated to formal mediation or arbitration in accordance with the dispute resolution provisions of our Terms and Conditions.
In the event of circumstances beyond the reasonable control of either party — including but not limited to declared natural disasters, government-mandated restrictions, epidemic or pandemic declarations, civil unrest, acts of terrorism, or critical infrastructure failure — that prevent the renter or Rentacar from fulfilling their obligations under a confirmed booking, the following provisions apply:
Users who believe they are affected by force majeure circumstances should contact rentacar@straydos.com as soon as possible with supporting documentation of the relevant event.
