1. Unconfirmed requests
A request sent from this website is not a confirmed booking, so there is nothing to cancel and nothing is owed. Simply let us know you no longer need the vehicle.
LEGAL
Cancellation & refund policy
How to change or cancel a booking with Royal Car Rentals, and how any amount already paid is treated.
Last reviewed: September 2026
Draft wording. These terms are a working draft prepared for Royal Car Rentals. Royal must review, adjust and approve the final wording — including any amounts, fees and timeframes — before publication. Anything marked “to be confirmed by Royal” has not been fixed yet and is agreed in writing with each customer at the time of booking.
2. Cancelling a confirmed booking
To cancel or change a confirmed booking, contact us as early as possible on WhatsApp, by phone on +250 782 536 970 or by email at royalcarsinfo@gmail.com. Please include your name, the vehicle and the rental dates. A cancellation takes effect once we acknowledge it.
3. Cancellation charges
Any notice period and cancellation charge that applies to your booking is agreed with you at the time of confirmation and stated in your booking confirmation. Royal has not fixed a standard published cancellation fee — the applicable terms are to be confirmed by Royal for each booking, in particular for long-term, chauffeur and special-event hires.
4. No-shows
If nobody collects the vehicle at the agreed time and we have not heard from you, we may release the vehicle to another customer. Any charge in that situation is agreed in your booking confirmation.
5. Changing dates
We will always try to move your dates rather than cancel, subject to availability. A change of dates may change the applicable rate — for example if a weekly or monthly rate no longer applies.
6. Early returns
If you return the vehicle before the agreed end date, whether the unused days are refunded or recalculated at a shorter-period rate is to be confirmed by Royal at booking.
7. Cancellation by Royal Car Rentals
In rare cases — accident damage, breakdown or a delayed return by a previous customer — we may be unable to supply the vehicle you booked. We will offer a suitable alternative or refund in full any amount you have paid for that booking. We are not liable for indirect costs such as flights or accommodation.
8. Refunds and deposits
Refunds are made to the same payment method used for the original payment. The security deposit is separate from the rental price and is returned after the vehicle is checked in, less any agreed deductions for damage, fuel, fines or excess mileage. Processing times depend on your bank or mobile-money provider; the target refund timeframe is to be confirmed by Royal.
9. Force majeure
Neither party is in breach where a rental cannot proceed because of events beyond reasonable control, such as severe weather, road closures, civil unrest or government restrictions. We will agree a fair resolution with you in those cases.