1. Legal Disclaimer

The information provided on our website, mobile platforms, and communications is for general guidance only. While we strive for accuracy, Ayilar Car Rentals does not guarantee the reliability or completeness of any information displayed.

All vehicle descriptions, pricing, and availability are subject to change without prior notice. By using our services, you agree to comply with our Terms & Conditions, Privacy Policy, and Refund Policy.

2. Intellectual Property

All content including logos, text, images, graphics, and software on this website is the sole property of Ayilar or its licensed partners. Unauthorized use, reproduction, or distribution of any materials without written consent is strictly prohibited.

Violations may result in civil claims or criminal charges under the Copyright Act, Cap. 130 and other applicable Kenyan laws.

3. Limitation of Liability

Ayilar Car Rentals shall not be held liable for:

• Delays due to traffic, natural events, or third-party factors
• Personal injury or damage resulting from customer misuse of the vehicle
• Theft or loss of property left inside rental vehicles
• Service disruption caused by force majeure events such as strikes, political unrest, or natural disasters

Our liability is strictly limited to the value of the disputed rental transaction.

4. Governing Law

All services and legal policies are governed by the laws of Kenya. Any disputes shall be addressed through arbitration or other forms of alternative dispute resolution before resorting to litigation.

5. Legal Complaints

Legal-related queries or concerns can be directed to:
Legal Department – Ayilar
Email: legal@ayilar.net

For unresolved matters, you may escalate to:

• The Competition Authority of Kenya (CAK)
• The Office of the Data Protection Commissioner (ODPC)

Refund & Cancellation Policy

We understand that travel plans may change. Our refund policy aims to ensure fairness, transparency, and legal compliance.

1. When You Are Eligible for a Refund

You may request a refund if:

• You cancel the booking with sufficient notice
• Ayilar fails to deliver the reserved vehicle
• There is a billing error
• The rental vehicle breaks down and a replacement is not provided

2. Cancellation Conditions

• Cancellations made more than 48 hours before pickup are eligible for a full refund
• Cancellations made 24–48 hours before pickup are eligible for a 50% refund
• Cancellations made within 24 hours or no-shows are not eligible for any refund
• If a vehicle becomes unavailable due to Ayilar’s fault, a full refund or free upgrade will be offered
• Billing errors and wrongful charges will be fully refunded

3. Non-Refundable Charges

The following charges are non-refundable:

• Payment gateway or mobile money transaction fees
• Fuel discrepancies upon return
• Damage to the vehicle due to driver negligence
• Optional extras once delivered (such as baby seats, Wi-Fi routers, etc.)
• Government-imposed levies and taxes once processed

4. How to Request a Refund

To apply for a refund:

1. Email refunds@ayilar.net
2. Include your full name, booking reference, and reason for the request
3. Attach any supporting documentation (e.g. photos, receipts)
4. We will respond within 3 business days and issue eligible refunds within 5–10 business days

Refunds are processed to the original payment method unless otherwise agreed.

5. Dispute Handling

If you're not satisfied with the refund decision:

• You may escalate the issue for a secondary review by Ayilar Management
• You are entitled to file a complaint with the Competition Authority of Kenya (CAK)

We aim to resolve disputes amicably within 14 working days.

6. Exceptions for Special Circumstances

In exceptional cases, Ayilar may issue full refunds at its discretion, including:

• Medical emergencies (with valid proof)
• Bereavement or loss of a family member
• Government-imposed travel bans or national emergencies

Each request will be assessed on a case-by-case basis.

Questions?
Please contact us via refunds@ayilar.net or call +254720520120.

Nairobi 00515

Phone: +254720520120
E-Mail: support@ayilar.net