Legal
Refund & Cancellation Policy
Last updated: 4 July 2026
This policy explains how deposits, cancellations, and refunds work for SilverLake Car Rentals bookings. It applies alongside our Terms of Service.
1. Deposit to Confirm
A booking is held as "pending" until a deposit of at least 30% of the total cost is paid; the booking is only confirmed once that deposit clears. The remaining balance may be paid any time before pickup, or in full at pickup.
2. Cancelling a With-Driver Booking
For with-driver bookings, how much of your deposit and service fee is refunded depends on who cancels and when:
| Scenario | Deposit Refund | Service Fee |
|---|---|---|
| Driver doesn't show up | 100% | Not refunded |
| Driver cancels/can't make it | 100% | Not refunded |
| Client cancels after driver arrives | 50% | Not refunded |
| Client cancels before driver accepts (optional) | 100% | Refunded or retained (SilverLake's choice) |
"Service fee" refers to the platform/booking fee charged separately from the vehicle deposit.
3. Cancelling a Self-Drive Booking
If you cancel a confirmed self-drive booking through your account:
- More than 48 hours before pickup: full refund of any amount paid.
- 24-48 hours before pickup: 50% of the deposit is refunded; the remainder covers vehicle-holding costs.
- Less than 24 hours before pickup, or a no-show: the deposit is non-refundable.
These windows are measured from your scheduled pickup date/time to the moment you cancel.
4. Cancellations by SilverLake
If we cancel your booking - for example, because a vehicle becomes unavailable due to a mechanical issue, lapsed insurance, or an inspection failure - you will receive a full refund of everything paid, or the option to rebook a comparable vehicle at no extra cost.
5. How Refunds Are Processed
Approved refunds are sent back to the M-Pesa number used for payment (or the original payment method, once card payments are available) within 5-7 business days. Contact us if a refund hasn't arrived after that window.
6. Mid-Trip Issues
If a vehicle breaks down or a driver is unable to continue a with-driver trip due to a fault on our side, we will arrange a replacement vehicle/driver where possible, or refund the unused portion of your trip on a pro-rata basis.
7. Disputes
If you believe a cancellation or refund was handled incorrectly, contact us and we'll review it manually - most refund questions are resolved within a few business days.
8. Contact Us
For cancellations or refund questions, email info@silverlakecarrentals.co.ke or call 0798 184 193.