Support
A question about a booking, a payment, your car or your account? Talk to Zidi, or find the answer below.
Talk to Zidi
On a trip and something's wrong? Call or WhatsApp Zidi. Car owners can also write to hello@zidimobility.co.ke. In Zidi Rentals and Zidi Host, the same help is under Account, Help.
Your account and data
- Delete your account: in the app, go to Account and tap Delete my account. If you can't use the app, that page says what to do.
- Zidi's refund policy, data protection, privacy policy and terms.
Renting a car
How does booking work?
Search by town, area or airport and your dates: you see only the cars free then, with the total price. Open a car, read the host's rules and send a request. The host has 10 minutes to approve it. You then have 10 minutes to pay by M-Pesa or card, and your booking is confirmed.
What do I pay?
The car's daily rate for each 24 hours from pick-up, with a free hour at return, plus Zidi's fee of KES 50 a day. Paying by card adds a small card fee, shown before you pay. There is no deposit.
Can I cancel?
Yes, from your trip. Up to 24 hours before pick-up you get everything back. After that, one day's rental goes to the host and the rest comes back to you. If you booked less than 24 hours ahead, it's free to cancel until 2 hours before pick-up. A card fee isn't refunded.
What happens at pick-up?
Bring your original ID and driving licence. The host checks them, then you give them your 4-digit pick-up code. It shows on your trip, and comes by SMS, 2 hours before pick-up. Only give it to the host at the car: they need it to hand over the keys. You then have 30 minutes to look the car over. Accept it, or reject it with photos for a full refund. No answer in 30 minutes counts as accepted.
What if the host doesn't come?
From an hour after the pick-up time, tap "The host didn't hand over the car" on your trip. You get a full refund.
The host says I didn't come, but I was there
You get an SMS and have 2 hours to tap "I was there" on your trip. Zidi then calls you both, and your money stays with Zidi until Zidi decides. If you don't answer, the host is paid.
How do refunds reach me?
M-Pesa payments go back to the number you paid from, usually within minutes, and Zidi pays the M-Pesa fee. Card payments go back to your card; your bank may take a few days to show them.
Why does Zidi check my ID?
So hosts know who is driving their car. Upload your ID, driving licence and a selfie before your first request, and Zidi checks them, usually the same day. At pick-up the host sees the name on your ID and the last 4 characters of its number, never the photos.
Where can I drive?
Say where you're going when you request a car. Zidi has no travel limits: the host decides when they approve.
Ratings
After a trip, rate the car: your stars and comment show on its page with your first name and initial. Hosts rate you too, and other hosts see your average when you ask for their car.
Listing your car
Listing a car
Add the car's details and daily price, its type and pick-up place, at least 4 photos, the logbook, insurance and GPS tracker documents, and your rules. Then send it to Zidi. Zidi checks the documents and inspects the car before renters can see it. Every car needs comprehensive insurance and a GPS tracker.
Answering requests
You have 10 minutes to approve or decline a request. You see the renter's name, whether Zidi has checked their ID, their rating from other hosts and where they plan to drive. Once you approve, the renter has 10 minutes to pay.
What do I earn?
91% of the rental: Zidi keeps 9%. The renter pays Zidi's fee of KES 50 a day on top, so it doesn't come off your earnings.
Handing over the car
From 2 hours before pick-up, the booking shows the renter's ID details. Check their original ID and driving licence against them. Then ask for their 4-digit pick-up code, type it in and tap Keys ready. You can't hand over without the code, and 5 wrong codes lock the hand-over until Zidi unlocks it.
When do I get paid?
When the renter accepts the car, or doesn't answer within 30 minutes of Keys ready, your earnings move to your wallet. Withdraw them to your M-Pesa whenever you like; M-Pesa's fee comes off the amount. Withdrawals need your ID checked by Zidi.
The renter didn't come
From an hour after the pick-up time, report it on the booking. The renter gets an SMS and has 2 hours to say they were there. If they don't answer, you're paid for the booking. If they do, Zidi calls you both and decides.
The renter rejected the car
If the car isn't as listed, the renter can reject it with photos within 30 minutes. They get a full refund and you aren't paid for that booking. After 3 rejections, Zidi pauses the car for a review.
Cancellations
If a renter cancels within 24 hours of pick-up, you get one day's rental. If you cancel a paid booking, the renter gets a full refund.
Your number plate
Renters see your car's plate on its listing. Once Zidi has approved the car, only Zidi can change the plate, so contact Zidi if it's wrong.
Pausing a car
Open the car in My cars and tap Pause listing whenever you need it. Renters can't find it until you make it live again.