Refund Policy

Deposit, Cancellation and Refund Policy

Our refund policy for accepting deposits, cancellations and processing refunds varies branch by vehicle type. The refund policy will be detailed on the quote and confirmation email you receive and we recommend that you check with the branch you are hiring from if you have any queries.

1. After the hire has commenced then as per the Terms and Conditions of Hire (the Rental Agreement). The following also applies and is to be read in conjunction with the Terms and Conditions of Hire and is detailed fully below:
(a) In the event of an accident there is NO OBLIGATION to either supply another vehicle or provide a refund for the balance of the hire term. Providing a replacement vehicle is entirely at our discretion, but if the accident is not the hirers’ or nominated drivers’ fault then we may provide a replacement (subject to availability), again this is at our discretion.
(b) In the event that the hirer wishes to terminate early, there is NO OBLIGATION to provide a refund for the balance of the hire period.

2. We at VISMART FOUR WHEELS require a 25% deposit of the total hire value or a minimum of KES10,000 including VAT (whichever is the greatest). This may be taken at time of booking although not all vehicles types require this. A 20% non-refundable deposit is required at time of booking for specialist vehicles (4WD’s, Minibus, Cargo Vans etc.), again not every vehicle types requires this, please check with our office for more information.

In the event that you cancel your reservation, a cancellation fee may apply as follows.
(a) Cancellation within seventy-two (72) hours of the hire commencing, 50% cancellation fee will be payable.
(b) Cancellation made over seventy-two (7) days of the hire commencing, FULL REFUND/NO CANCELLATION FEE.
(c) A full or partial refund may be granted solely at our discretion. “No Show” customers will receive No Refund – see below.

3. Cancellation advice or Refund request MUST be received by us in writing (includes emails). A response WILL be sent to you confirming cancellation of the hire and where applicable details of any charges made under this policy.

4. In the event of a “No-Show” following a confirmed booking being made, including bookings made through the website booking process or via telephone NO REFUND will be provided.

5. Van and Mini-Coach Bookings:
A deposit of 10-20% of the total hire value or a minimum of KES5,000.00 including VAT, WILL be taken on all car rental Bookings.

Additional non-returnable items:

  • Damaged car
  • uncleaned car 
  • Car that you did not book

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:
  • Car with flat tire
  • Car that is delivered an hour late.
  • Car that is booked an then canceled last minute.
  • Car that is booked then cancelled upon delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

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