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At Imperial Shuttle, we strive to deliver a seamless rental experience for all users. However, we understand that plans may change. This policy outlines how refunds are handled for car rentals, add-on services, and partner-related scenarios.
Full Refund:
Cancellations made at least 24 hours before the scheduled pickup time are eligible for a 100% refund of the rental fee and any prepaid add-on services.
Partial Refund:
Cancellations made less than 24 hours before pickup may be eligible for a partial refund, minus administrative or partner processing fees.
No Refund:
No refunds will be issued for cancellations after the scheduled pickup time, no-shows, or failure to provide required documents (e.g., valid driver’s license, national ID).
Refunds for add-ons (e.g., driver service, pickup/delivery, fuel, insurance support) follow these guidelines:
If canceled alongside the main booking and within the refund window, the add-on fee will be refunded.
If the add-on was fulfilled (e.g., car was delivered or driver dispatched), it will not be refunded, even if the rental is canceled.
If Imperial Shuttle or the vehicle owner cancels a booking due to vehicle unavailability, technical issues, or safety concerns, the customer will receive a full refund.
In such cases, the customer may also request a free transfer to a similar available vehicle if one exists.
Refunds are typically processed within 5 to 10 business days depending on your payment method (Mobile Money, Card, Bank Transfer).
You will receive a confirmation email or SMS once your refund is initiated.
Late return of vehicles (penalty charges apply)
Damaged vehicles or policy violations
Fuel discrepancies if the return tank level is lower than at pickup
Payment processing or mobile money transfer fees (where applicable)
If you believe you’re eligible for a refund or have questions about your booking:
📧 Email: [email protected]
📞 Call/WhatsApp: +233 50 636 9101 | +233 20 815 4869
