AUTO RENTALS REFUND POLICY Last Updated: September, 2026. This Refund Policy explains when customers may be entitled to a refund for services booked through the Auto Rentals platform. Auto Rentals is operated by Auto Rental Essentials LTD within the framework of the Auto Rentals Operators Association of Abuja (AROAA). This Refund Policy should be read together with the Auto Rentals Terms & Conditions and Cancellation Policy. By making a booking through the Auto Rentals platform, you acknowledge and agree to this Refund Policy. 1. REFUND CALCULATION For the purpose of this Policy, refunds and cancellation charges are calculated based on the applicable rental or service amount only. Any payment-processing fee charged by Paystack is separate from the rental or service amount and is non-refundable. The applicable Paystack payment-processing fee is 1.5% of the transaction amount plus ₦100, or such other applicable fee as may be displayed to the customer before payment. 2. CUSTOMER CANCELLATION — AT LEAST 24 HOURS Where a customer cancels a confirmed booking at least twenty-four (24) hours before the scheduled service time, the customer will receive a refund equal to 90% of the applicable rental/service amount. The remaining 10% of the rental/service amount will be retained as a cancellation charge. The Paystack payment-processing fee paid at the time of the original transaction is not included in the refund. Example Where the rental/service amount is ₦100,000: Description| Amount Rental/service amount| ₦100,000 Paystack fee| ₦1,600 Total initially paid| ₦101,600 10% cancellation charge| ₦10,000 Refund to customer| ₦90,000 Non-refundable Paystack fee| ₦1,600 Accordingly, the customer receives ₦90,000, representing 90% of the rental/service amount. 3. CUSTOMER CANCELLATION — LESS THAN 24 HOURS Where a customer cancels a booking less than twenty-four (24) hours before the scheduled service time, the booking is non-refundable. No refund of the rental/service amount or applicable payment-processing fee will ordinarily be provided. 4. CUSTOMER NO-SHOW Where a customer fails to appear at the agreed pickup location or otherwise fails to use the confirmed service at the scheduled time, the booking may be treated as a no-show. A no-show does not automatically qualify the customer for a cash refund. Instead, Auto Rentals may offer the customer a rebooking opportunity valid for seven (7) days after the original scheduled service date. Rebooking is subject to vehicle and driver availability and may be subject to any applicable difference in service charges. 5. OPERATOR OR VEHICLE UNAVAILABILITY Where an assigned Operator or Vehicle becomes unavailable before a confirmed service, Auto Rentals may seek to reassign the booking to another verified AROAA member Operator or suitable Vehicle. Auto Rentals will make reasonable efforts to provide an alternative service that meets the customer's requirements, subject to availability. Where an appropriate alternative service is provided, the booking will ordinarily continue under the revised arrangement. Where Auto Rentals cannot provide a suitable alternative and the booking is cancelled, the customer will be entitled to a full refund of the applicable rental/service amount. The treatment of any payment-processing fee will be subject to the circumstances of the cancellation and applicable payment-processing arrangements. 6. CANCELLATION BY AUTO RENTALS Where Auto Rentals cancels a confirmed booking and is unable to provide a suitable alternative service, the customer will receive a full refund of the applicable rental/service amount. The refund will be processed in accordance with this Policy. The treatment of any payment-processing fee will be communicated to the customer where applicable and will be subject to the relevant payment-processing arrangements. 7. REFUND PROCESSING TIME Approved refunds will be initiated within five (5) business days of the refund being approved. Once a refund has been initiated, the time required for the funds to appear in the customer's account may vary depending on Paystack, the customer's bank, or other financial institutions involved in processing the transaction. Auto Rentals is not responsible for delays caused solely by a payment processor, bank, or financial institution after the refund has been properly initiated. 8. METHOD OF REFUND Where practicable, refunds will be made using the same payment method used for the original transaction. Auto Rentals may request additional information where necessary to verify the transaction or process a refund securely. Refunds will not ordinarily be made to a different person or payment account without appropriate verification. 9. REFUND REQUESTS Customers who believe they are entitled to a refund may contact Auto Rentals Customer Support. Refund requests should include sufficient information to identify the booking, including where applicable: - Customer name; - Booking/reference number; - Date of service; - Reason for the refund request; and - Relevant payment information or evidence. Customer Support: +234 902 317 4283 Auto Rentals may review the relevant booking and transaction records before approving a refund. 10. REFUND SUMMARY Situation| Outcome Customer cancels ≥24 hours before service| 90% of rental/service amount refunded; 10% retained as cancellation charge Customer cancels <24 hours before service| No refund Customer no-show| Rebooking opportunity valid for 7 days Operator/vehicle becomes unavailable| Reassignment where reasonably possible Auto Rentals cannot provide an alternative| Full refund of applicable rental/service amount Paystack payment-processing fee| Non-refundable Approved refund| Initiated within 5 business days 11. POLICY UPDATES Auto Rentals may update this Refund Policy from time to time to reflect changes to its services, payment arrangements, legal requirements, or operational procedures. The updated version will be published through the Auto Rentals Platform with the applicable "Last Updated" date. Where required by applicable law, appropriate notice will be provided for material changes. 12. GOVERNING LAW This Refund Policy shall be governed by and interpreted in accordance with the laws of the Federal Republic of Nigeria. Any applicable disputes shall be handled in accordance with the dispute-resolution and jurisdiction provisions contained in the Auto Rentals Terms & Conditions. 13. CONTACT INFORMATION Auto Rental Essentials LTD Operating within the framework of the Auto Rentals Operators Association of Abuja (AROAA) Customer Support: +234 902 317 4283 By making a booking through Auto Rentals, you acknowledge that you have read and agreed to this Refund Policy.