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Frequently Asked Questions
Answers to common questions about booking, payment, cancellations and documents.
How much deposit do I need to pay to book a car in Kisumu with SilverLake?
A deposit of at least 30% of the total rental cost is required to confirm your booking. The booking stays "pending" until the deposit clears; the remaining balance can be paid any time before pickup, or in full at pickup.
What payment methods does SilverLake Car Rentals accept?
Bookings can be paid via M-Pesa or bank transfer to Co-operative Bank of Kenya (Paybill 400200, Account No. 01101465587001) - use your name and booking number as the reference so payment can be matched. Refunds are sent back to the M-Pesa number used for payment within 5-7 business days.
Can I cancel a self-drive booking and get a refund?
Yes. More than 48 hours before pickup: full refund. 24-48 hours before pickup: 50% of the deposit refunded. Less than 24 hours before pickup, or a no-show: the deposit is non-refundable.
What happens if my with-driver booking is cancelled?
Depends on who cancels and when. If the driver doesn't show up or cancels, you get a 100% deposit refund. If you cancel after the driver has already arrived, you get a 50% deposit refund; the separate service fee isn't refunded in that case.
What documents do I need for a self-drive rental in Kisumu?
A valid driving license and a national ID or passport, uploaded at the time of booking, are required before a self-drive reservation can be confirmed.
Does SilverLake Car Rentals operate outside Kisumu?
Yes - based in Kisumu, serving destinations across Kenya.
What types of vehicles are available to hire?
SUVs such as the Toyota Prado, family vehicles such as the Toyota Voxy and Axio, and vans - available with a professional driver, for self-drive, or both depending on the vehicle.
How long does it take to get a refund?
Approved refunds are sent back within 5-7 business days.
What happens if SilverLake has to cancel my booking?
A full refund of everything paid, or the option to rebook a comparable vehicle at no extra cost.
How do I contact SilverLake Car Rentals?
Email info@silverlakecarrentals.co.ke or call 0798 184 193.
Have a question we haven't covered? Email info@silverlakecarrentals.co.ke or call 0798 184 193.