Question 1

What is Roamkin?

Accepted Answer

Roamkin is a peer-to-peer vehicle rental marketplace connecting renters with vehicle owners across Zimbabwe. It exists to give renters more vehicle choices, while helping owners earn income from vehicles that would otherwise remain parked. More cars. More choice. One marketplace.

Question 2

Where does Roamkin operate today?

Accepted Answer

Roamkin is currently live in Zimbabwe, connecting local renters with vehicle owners — many of them Zimbabweans living abroad. We're built as a borderless platform from day one, with more markets planned as our verified community grows.

Question 3

How does Roamkin verify renters and owners?

Accepted Answer

Every user completes a Know Your Customer (KYC) process before renting or listing a vehicle. Renters and owners submit a National ID and a Driving Licence (front and back; a passport is optional), plus a verification selfie. KYC is reviewed manually by authorised Roamkin staff — there is no external KYC vendor or automated biometric matching — and identity records are treated as sensitive. Vehicle listings additionally require administrator approval before they become publicly visible; that review is administrative and does not certify the vehicle.

Question 4

How do I book a vehicle?

Accepted Answer

Browse vehicles in our app, select your preferred dates and location, complete your KYC verification (a one-time process), and submit your booking request. Depending on the listing, you'll either receive an instant confirmation or await owner approval. A booking is binding only once it is confirmed and any required payment has been received or verified. Once confirmed, coordinate your pickup or delivery directly with your host.

Question 5

What's the difference between Instant Book and Request to Book?

Accepted Answer

Instant Book confirms your reservation immediately with no owner approval required. Request to Book sends your booking details to the owner, who must approve the reservation before it is confirmed. Each vehicle listing displays which option applies.

Question 6

What happens if I need to cancel my trip?

Accepted Answer

Refunds depend on how much notice you give before the confirmed pickup time. In standard season, 60 or more days before pickup qualifies for a 100% refund, 30–59 days for a 50% refund, and under 30 days for no refund. In peak season, 90 or more days qualifies for 100%, 60–89 days for 50%, and under 60 days for no refund. Peak season is 1–31 December, 1–31 August, and Good Friday through Easter Monday inclusive (Africa/Harare time). If any part of your trip overlaps a peak date, the peak rules apply to the booking. The percentage applies to the rental charges and Roamkin service fee you prepaid. An unused security deposit and any extras not provided are refunded in full. If the Host cancels, all prepaid charges are refunded in full. Your season, exact cancellation deadlines and refund breakdown are shown before you pay and again before you confirm a cancellation. Roamkin initiates an approved refund within one Zimbabwe business day after approval; your bank, EcoCash or card provider may take longer to show the funds. Pay at collection means you pay the service fee and any refundable security deposit online, and the rental balance directly to the Host at handover against a receipt. It offers less Host-cancellation protection because the rental balance is not paid in advance: if the Host cancels, Roamkin can refund only what you prepaid online, and an unpaid rental balance is never collected automatically after a cancellation. See the Cancellation and Refund Policy for full details.

Question 7

What happens if a host cancels my confirmed booking?

Accepted Answer

If a host cancels a confirmed booking, you receive a 100% refund of all prepaid booking charges (including the service fee, unused extras and deposit) regardless of notice. If a host cannot provide a materially compliant vehicle, you may choose an available equivalent replacement at no extra charge, or a refund. Hosts receive a warning after the first cancellation, a final warning after the second, and automatic account suspension after the third. If you chose Pay at collection, the rental balance is not paid in advance, so a Host cancellation refunds only what you prepaid online and protection is not identical to a fully prepaid booking — an unpaid rental balance is never collected automatically after a cancellation.

Question 8

How and when am I charged?

Accepted Answer

Online checkout currently uses Paynow, by card or Mobile Money (EcoCash), using only the channels shown as available at checkout. You choose how to pay. Pay in full covers the rental charges, the service fee and the refundable security deposit where one applies, leaving nothing due to the Host at pickup. Pay at collection covers the service fee and the refundable security deposit online, with the rental balance paid directly to the Host at handover, who must provide a receipt; because the rental balance is not paid in advance, it offers less Host-cancellation protection (a Host cancellation refunds only what you prepaid online). Where advance payment is required, a booking is confirmed only after the payment is received or verified. No rental balance is charged automatically after a cancellation. All mandatory fees and taxes are shown before you confirm.

Question 9

How do vehicle owners receive their payouts?

Accepted Answer

Owners add a bank account or Mobile Money number in the host dashboard. Roamkin initiates payout of cleared, undisputed earnings within three Zimbabwe business days after a completed trip (or within three business days after funds clear or recipient verification is completed, if later); only amounts reasonably connected to a dispute, refund or chargeback may be withheld. Banks and mobile money providers may take longer to credit the payout. Earnings are shown net of disclosed Roamkin fees, refunds, taxes and approved charges in an itemised statement. Rental balances paid directly to the Host at pickup are received by the Host at that time. Managed diaspora owners are paid according to their separately accepted Vehicle Custody Schedule.

Question 10

Is insurance included in my rental?

Accepted Answer

No. Roamkin is not an insurer and does not provide insurance merely because a booking is made. Every host must hold valid motor insurance that expressly permits paid rental use and must disclose the insurer, policy period, limits, excess, exclusions and claims contacts before you book. Our team checks the submitted certificate and visible policy details before a listing is published, but that is an administrative review, not an underwriting decision or a guarantee that any claim will be covered. What a policy covers is set by the host's insurer, so inspect the insurance documents and confirm the terms with the host before you take the keys; if anything is missing, expired or looks invalid, do not drive and report it to Roamkin.

Question 11

How are vehicle damage claims resolved?

Accepted Answer

Roamkin uses digital check-in and check-out photo submission for every trip. The host must submit an initial damage report within 24 hours of the recorded return and any final claim, with supporting evidence, within 48 hours (a later claim is considered only for damage that could not reasonably have been found at inspection). Within 24 hours of a sufficiently documented claim, Roamkin sends the renter an itemised proposed deduction; the renter has 48 hours to respond. Roamkin aims to issue a reasoned decision within five business days, and either party may request a review within three business days. Any undisputed part of the deposit is released within 24 hours of being determined; normal wear and unsupported claims are not chargeable. Bank or mobile money processing may take longer than the release itself.

Question 12

Can I manage my car if I live outside the country?

Accepted Answer

Yes, under the Diaspora Vehicle Custody and Management Agreement and a signed Vehicle Custody Schedule that records the vehicle, pricing and commission, insurance, tracking and payout terms. Roamkin runs the bookings during custody; you can view booking dates, status, rental activity and earnings through a read-only Owner dashboard or periodic reports, but cannot approve, reject or cancel bookings. You remain responsible for valid motor insurance covering paid rentals and for an operational tracking device — Roamkin does not provide insurance by accepting custody.

Question 13

What are the requirements to list my vehicle?

Accepted Answer

Your vehicle must be in roadworthy condition and legally registered, with valid motor insurance that expressly permits paid rental use. You'll need to provide vehicle registration documents, at least 6 high-quality photos, and complete your KYC verification. All listings are reviewed and approved by our admin team before going live on the platform; approval does not certify compliance.

Question 14

How is my security deposit returned?

Accepted Answer

The security deposit is shown before you pay and is security, not a penalty. If no chargeable damage or other disclosed charge remains, Roamkin initiates full release within 24 hours of the damage status being confirmed. If the Host does not respond within 48 hours of return, Roamkin completes an independent review within two Zimbabwe business days and, absent a credible claim, initiates release within 24 hours of finishing it. Banks and mobile money providers may need additional business days to show the funds.

Question 15

How do I raise a payment complaint?

Accepted Answer

Email support@getroamkin.com or use chat in the Roamkin app. We ask that payment errors, unauthorised charges, missing refunds or payout discrepancies are reported within 30 calendar days after the transaction or statement becomes available; later reports are still considered where the law applies or the error could not reasonably have been discovered earlier. We aim to acknowledge a complaint within two Zimbabwe business days and to resolve it within ten Zimbabwe business days, and during an external investigation we update you at least every five Zimbabwe business days. These are operational targets only and do not limit your statutory rights, any limitation period, your payment provider's rights or any other legal remedy.

Question 16

What should I do in an emergency?

Accepted Answer

Contact local emergency services first. Once it is safe, report theft, accidents, injury or serious mechanical failure to Roamkin at support@getroamkin.com or through chat in the Roamkin app. Email and in-app chat are support channels and must not be relied on for immediate emergency assistance.

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