Terms and Conditions — Metro Car Hire Services
Welcome to Metro Car Hire Services. By accessing our website or renting a vehicle from us, you agree to be bound by the following Terms and Conditions. Please read them carefully before making a booking.
1. About Metro Car Hire Services
Metro Car Hire Services is a family-owned car rental company based in Nairobi, Kenya, with over 10 years of experience in the vehicle hire industry. We provide professional, personalised car rental solutions for individuals, families, and businesses across Nairobi and beyond.
2. Eligibility & Driver Requirements
To rent a vehicle from Metro Car Hire Services, all drivers must meet the following requirements:
- Be a minimum of 25 years of age at the time of rental
- Hold a valid driver’s licence — Kenyan or international
- Have held a full driving licence for a minimum of 7 years
- Present a valid national ID or passport at the time of vehicle collection
- Provide a valid credit or debit card in the primary driver’s name for the security deposit
Additional drivers must be declared at the time of booking and must meet the same eligibility criteria. Undeclared drivers are not covered under our rental agreement.
3. Booking & Reservations
- All bookings are subject to vehicle availability at the time of confirmation
- A booking is only confirmed upon receipt of a written confirmation from Metro Car Hire Services via email or official communication
- We reserve the right to refuse a booking at our discretion without obligation to provide a reason
- Customers are responsible for ensuring that all booking details — including pick-up date, time, location, and vehicle type — are accurate at the time of reservation
4. Payment Terms
- A booking deposit may be required to secure your reservation
- Full payment is due at the time of vehicle collection unless otherwise agreed in writing
- We accept payment via M-Pesa, bank transfer, debit card, and credit card
- All prices are quoted in Kenyan Shillings (KES) and are inclusive of applicable taxes unless otherwise stated
- Metro Car Hire Services reserves the right to adjust pricing without prior notice. However, confirmed bookings will be honoured at the agreed rate.
5. Security Deposit
- A refundable security deposit is required at the time of vehicle collection
- The deposit amount varies depending on the vehicle category and rental duration
- The deposit will be refunded within 3–5 business days after the vehicle is returned in satisfactory condition
- Metro Car Hire Services reserves the right to deduct from the deposit any costs arising from damage, traffic fines, fuel shortages, or late returns
6. Vehicle Collection & Return
- Vehicles must be collected and returned at the agreed date, time, and location specified in your booking confirmation
- The vehicle will be inspected at both collection and return. Any pre-existing damage will be noted on the Vehicle Condition Report, which both parties must sign before departure
- Vehicles must be returned with the same fuel level as at the time of collection. A refuelling charge will apply if the vehicle is returned with less fuel.
- A late return fee will be charged for every hour the vehicle is returned beyond the agreed time without prior notice
7. Permitted Use of Vehicle
Our rental vehicles may only be used for lawful purposes. The following are strictly prohibited:
- Driving under the influence of alcohol, drugs, or any substance that impairs judgement
- Using the vehicle for hire, sub-letting, or commercial transportation of passengers without prior written consent
- Driving off-road or on unsurfaced roads unless in a vehicle specifically hired for that purpose
- Transporting hazardous materials, illegal goods, or firearms
- Crossing international borders without prior written approval from Metro Car Hire Services
- Participating in racing, rallying, or any motorsport activity
- Allowing an unauthorised or undeclared driver to operate the vehicle
Violation of any of the above conditions will render the rental agreement void and may result in immediate vehicle repossession without a refund.
8. Insurance & Liability
- All Metro Car Hire Services vehicles are covered by comprehensive Insurance as required by Kenyan law
- The hirer’s maximum liability is 5% of the cars insurance value, this is regarded as CDW (Collision Damage Waiver). This amount is usually held as a refundable deposit, that covers any damages during the rental period.
- The renter is personally liable for any damage to the vehicle not covered by the insurance policy, including damage resulting from prohibited use
- Metro Car Hire Services is not liable for loss of or damage to personal belongings left in the vehicle
- In the event of an accident, the renter must immediately notify Metro Car Hire Services and the relevant authorities, and must not admit liability to any third party
9. Breakdown & Roadside Assistance
- In the event of a mechanical breakdown, renters must contact Metro Car Hire Services immediately using the emergency contact number provided at vehicle collection
- Renters must not attempt repairs without prior authorisation from Metro Car Hire Services
- Breakdowns resulting from driver negligence (e.g. driving with low oil, punctures from off-road misuse) will be charged to the renter
- Where possible, Metro Car Hire Services will arrange a replacement vehicle at no additional cost in the event of a mechanical fault not caused by the renter
10. Traffic Violations & Fines
- The renter is solely responsible for all traffic fines, parking violations, toll fees, and penalties incurred during the rental period
- Any fines received after the rental period that are attributed to the renter’s use of the vehicle will be charged to the renter, along with an administration fee
11. Cancellation Policy
| Cancellation Notice | Refund Policy |
|---|---|
| More than 48 hours before pick-up | Full refund minus booking deposit |
| 24–48 hours before pick-up | 50% refund of total rental amount |
| Less than 24 hours before pick-up | No refund |
| No-show | No refund |
- Cancellations must be made in writing via email or WhatsApp to be considered valid
- Metro Car Hire Services reserves the right to cancel a booking due to unforeseen circumstances. In such cases, a full refund will be issued.
12. Privacy & Data Protection
Metro Car Hire Services collects and processes personal data in accordance with the Kenya Data Protection Act, 2019. Your information is used solely for the purpose of processing your rental and improving our services. We do not sell or share your personal data with third parties without your consent.
13. Governing Law & Dispute Resolution
These Terms and Conditions are governed by the laws of the Republic of Kenya. Any disputes arising from or in connection with these terms shall first be referred to mediation. If unresolved, disputes shall be submitted to the jurisdiction of the Kenyan courts.
14. Amendments to These Terms
Metro Car Hire Services reserves the right to update or amend these Terms and Conditions at any time without prior notice. The most current version will always be published on our website. Continued use of our services constitutes acceptance of any revised terms.
15. Contact Us
For questions, booking enquiries, or complaints, please contact us:
Metro Car Hire Services 📍 Nairobi, Kenya 📞 +254-721-271-503 or +254-713-336-915 📧 bookings@metrocarhireservices.com 🌐 www.metrocarhireservices.com
These Terms and Conditions were written specifically for Metro Car Hire Services and reflect Kenyan law and local car hire industry standards. Unauthorised copying or reproduction of this content is prohibited.
Learn more about our car rental and safari services, from our FAQs page.