Cancellation and Refund Policy

1. Renter-initiated cancellations

Refunds scale with how much notice you give before the trip start date. Standard season and peak season (December, Easter and August) use different windows because demand, and a Host's ability to rebook, is higher in peak periods.

Standard season:

• 60 or more days before the trip: 100% refund
• 30 to 59 days before the trip: 50% refund
• Under 30 days before the trip: no refund

Peak season (December, Easter, August):

• 90 or more days before the trip: 100% refund
• 60 to 89 days before the trip: 50% refund
• Under 60 days before the trip: no refund

The windows apply to the rental amount. The refundable security deposit is returned in full when a trip is cancelled before it starts.

2. Host-initiated cancellations

If a Host cancels a confirmed booking, the Renter always receives a 100% refund, however much notice was given. Hosts are subject to a strike policy: a warning after the first cancellation, a final warning after the second and suspension after the third.

3. Cancellation by Roamkin or events beyond control

If Roamkin cancels a booking for safety, fraud or legal reasons, or the vehicle becomes unavailable for reasons outside your control (for example a verified breakdown, accident or theft before pickup), you receive a full refund or help finding a comparable vehicle.

4. Vehicle not as described

If the vehicle is materially different from the listing, unsafe or unavailable at pickup, report it immediately through the app with photos. You are entitled to a refund of the unused rental period and the deposit, and a full refund where the booking cannot reasonably proceed.

5. Early return and shortened trips

Returning a vehicle early does not by itself entitle you to a refund of the rental amount unless the Host agrees or the booking says otherwise.

6. How refunds are paid

Approved refunds go to the original payment method or mobile money wallet used through Paynow. Timing depends on your bank, card issuer or mobile money provider. Roamkin will tell you when the refund is initiated.

7. Damage reports and disputes

If a damage claim is filed, only the amount in dispute may be held; undisputed amounts are released on time under the Security Deposit and Damage Policy.

8. Questions

Contact [email protected] quoting your booking reference. Nothing in this policy limits your rights under Zimbabwean consumer law.