Refund and Cancellation Policy
- Introduction and Scope
1.1. This Refund and Cancellation Policy (“Policy”) applies to bookings made and paid for through the
online booking engine on our website www.kenings.co.za (“online bookings”). Kenings Car Van and Truck
Hire (Pty) Ltd is referred to as “Kenings”, “we”, “us” or “our”.
1.2. This Policy forms part of, and must be read together with, our Terms of Use, Rental Terms and
Conditions and Privacy Policy. By making an online booking, you accept the terms of this Policy.
1.3. All online bookings are subject to our acceptance and to our vetting procedure, and are at our sole
discretion. All prices are quoted and processed in South African Rand (ZAR).
- How to Cancel or Amend a Booking
2.1. To cancel or amend an online booking, please contact us at booking@kenings.co.za / +27 (0) 87 095
8918, quoting your booking reference number.
2.2. A cancellation or amendment is only effective once we have received it and issued written
confirmation. The applicable charge is determined by the date and time we receive your request relative
to the scheduled vehicle collection time.
- Cancellation Charges and Refunds
3.1. Where you have prepaid for an online booking, the following applies, calculated against the total
prepaid amount:
- Cancellations received more than 24 hours before the scheduled collection time: full refund.
- Cancellations received within 24 hours of the scheduled collection time: no refund (non-refundable).
- No-shows (see section 4): no refund (non-refundable).
3.2. The applicable outcome is determined by the date and time we receive your cancellation request
relative to the scheduled vehicle collection time, in accordance with section 2.
- No-Shows and Early Returns
4.1. No-shows. If you do not collect the vehicle at the scheduled time and location and have not cancelled
more than 24 hours in advance in accordance with this Policy, the booking will be treated as a “no-show”
and is non-refundable.
4.2. Late collection. We reserve the right to hold a reserved vehicle for a maximum of two hours from the
reserved collection time, after which the booking may be treated as a no-show.
4.3. Early returns and shortened rentals. If you return the vehicle before the end of the booked rental
period, no refund will be given for the unused period.
- Deposits and Pre-Authorisations
5.1. A security deposit or card pre-authorisation may be required at the time of vehicle collection,
separate from the rental charge. Any such deposit or pre-authorisation is released or refunded after the
vehicle is returned, subject to inspection and to deductions for damage, traffic fines, fuel, additional
charges or other amounts owing in terms of the rental agreement.
5.2. The timing of the release of a pre-authorisation is determined by your bank and may take up to 21
business days.
- Refund Method and Timing
6.1. Approved refunds are made using the same payment method used for the original booking, unless
otherwise agreed.
6.2. We will process approved refunds within 14 business days of confirming the refund. The time taken
for the funds to reflect in your account thereafter depends on your bank or card provider.
6.3. Refunds are made in South African Rand (ZAR). We are not responsible for any difference in amount
received due to exchange-rate fluctuations or fees charged by your bank or card provider on international
transactions.
- Failed, Duplicate or Incorrect Transactions
7.1. If you are charged for a booking that was not successfully confirmed, or are charged more than once
for the same booking, please contact us with your proof of payment and booking details. Once verified,
we will refund any duplicate or erroneous charge in full.
- Bookings Cancelled or Changed by Us
8.1. If we are unable to fulfil a confirmed online booking for example, due to vehicle unavailability, we
will, at your option, offer a suitable alternative vehicle or a full refund of the amount you prepaid for that
booking.
8.2. Except as required by law, our liability in these circumstances is limited to the refund of the amount
prepaid for the affected booking, as set out in our Terms of Use and Rental Terms and Conditions.
- Your Statutory Rights
9.1. Nothing in this Policy limits any rights you may have under the Consumer Protection Act, 2008 or any
other applicable law. Where any provision of this Policy conflicts with your statutory rights, those
statutory rights prevail.
- Contact Us
10.1. For any questions about refunds or cancellations, or to make a request, please contact us at
booking@kenings.co.za or +27 (0) 87 095 8918.
