Refund & Cancellation Policy

At Rentiva, we strive to offer a flexible and fair cancellation policy for our car rentals and chauffeur bookings. Because coordinating driver schedules and reserving specific vehicles prevents other clients from booking, we have established structured cancellation windows.

1. Cancellation Windows & Refund Eligibility

Your refund amount is determined by the exact time you log your cancellation request relative to the scheduled trip start time:

• More than 24 hours notice: You are eligible for a 95% refund of the total booking amount. The remaining 5% is retained to cover Paystack transaction processing fees and administrative overhead.
• Between 12 and 24 hours notice: You are eligible for a 50% refund of the total booking amount.
• Less than 12 hours notice / No-Show: Bookings cancelled in this timeframe are non-refundable. If you do not meet the chauffeur or pick up your rental car within 2 hours of the scheduled time, it is treated as a No-Show and full fees are retained.

2. Refund Processing Workflow

Please note that Rentiva does not support automatic instant refunds. The workflow operates as follows:

1. You initiate a cancellation by tapping "Cancel" under your active booking in the app.
2. Our backend logs a pending Refund Request which is visible to operations staff in the Rentiva Admin Dashboard.
3. Staff verify the cancellation timestamp and calculate the eligible refund amount.
4. Once approved, our finance team manually initiates the payout transfer via the Paystack dashboard.
5. The funds are credited back to your original payment source (MTN/Telecel Mobile Money wallet or debit/credit card). Please allow 5 to 10 business days for the bank or carrier to post the funds.

3. Force Majeure & Special Circumstances

If a booking cannot be fulfilled due to issues on Rentiva's end:

• Vehicle Mechanical Breakdown: In the rare event that your reserved vehicle encounters mechanical problems prior to pickup, we will offer a free vehicle upgrade. If no suitable substitute is available, you will receive a 100% full refund.
• Chauffeur Availability: If your assigned chauffeur becomes ill or is otherwise unavailable, we will immediately offer a verified substitute driver. If no substitute is available, you will receive a full refund of the chauffeur portion of the booking fee.

4. How to Submit a Refund Enquiry

If you experience any issues cancelling a booking in the app, or want to follow up on a pending refund, please visit our Support page or email billing@rentiva.com.gh with your full name, registered email, and the Booking Reference ID.