Cancellation & Refund Policy
REFUND ETA
This policy applies to all bookings made through KZ Car Rental.
1. CANCELLATION BY CUSTOMER
CANCELLATION TIMELINE & REFUND ENTITLEMENT:
| Cancellation Time |
Refund Amount |
Notes |
| More than 48 hours before pickup |
100% Full Refund |
Full refund processed via ToyyibPay |
| 24 – 48 hours before pickup |
50% Refund |
50% of booking amount refunded |
| Less than 24 hours before pickup |
0% No Refund |
No refund for late cancellations |
| No-show (did not pick up the car) |
0% No Refund |
Full booking amount forfeited |
1.1 All cancellation requests must be submitted through the KZ Car Rental website or by contacting KZ directly.
1.2 The cancellation time is determined based on Malaysia Time (GMT+8).
1.3 For 12-hour bookings, cancellations must be made before 8:00 AM on the day of pickup to qualify for the 48-hour cancellation policy.
1.4 No refunds will be issued for cancellations made after the pickup time has passed.
1.5 If the Renter fails to return the vehicle on time, late return fees will apply as per the Terms of Service, regardless of whether the booking was cancelled.
2. CANCELLATION BY KZ CAR RENTAL
2.1 KZ reserves the right to cancel a booking in the following circumstances:
- Vehicle Breakdown: If the Rental Vehicle experiences mechanical issues that render it unsafe or inoperable.
- Safety Concerns: If KZ determines that the vehicle is not safe for use.
- Force Majeure Events: As defined in Section 6 below.
- Inability to Fulfill: If KZ is unable to fulfill the booking due to unforeseen circumstances.
2.2 In such cases, the Renter will receive a 100% full refund of the booking amount.
2.3 KZ will make reasonable efforts to provide an alternative vehicle of similar category, subject to availability.
3. REFUND PROCESS
3.1 All refunds will be processed through the original payment method used for the booking.
3.2 The refund process follows these steps:
- Cancellation request is received and verified
- Eligibility for refund is determined based on the cancellation timeline
- Refund is processed via KZ Car Rental
- Confirmation email is sent to the Renter
3.3 For bookings paid via manual bank transfer, refunds will be processed via bank transfer within the same Refund ETA timeline.
4. REFUND ETA (Estimated Time of Arrival)
REFUND ETA: 5–10 BUSINESS DAYS
4.1 Refunds will be processed within 5–10 business days from the date of refund approval.
4.2 The timeline breakdown:
- Day 1–2: Cancellation request verification and approval
- Day 2–3: Refund initiation via ToyyibPay
- Day 3–7: Bank processing time (varies by bank)
- Day 7–10: Refund reflected in Renter's account
4.3 Refund processing times may vary depending on the Renter's bank, public holidays, and technical issues with the payment gateway.
4.4 If the refund is not received within 10 business days, the Renter should contact KZ for assistance.
5. HOW TO CANCEL A BOOKING
5.1 To cancel a booking, the Renter may:
- Log in to the KZ Car Rental website
- Navigate to Dashboard / My Bookings
- Find the booking and click "Cancel Booking"
- Confirm the cancellation
5.2 Alternatively, contact KZ directly via WhatsApp: +60 19-983 3103 or Email: admin@kzcarrental.com.my.
5.3 The cancellation time will be based on the time the message is received by KZ.
6. FORCE MAJEURE
6.1 No refunds will be provided for cancellations due to Force Majeure events, including but not limited to natural disasters, government restrictions, war, terrorism, pandemics, or other events beyond KZ's control.
6.2 In the event of a Force Majeure event, KZ will: notify the Renter, offer to reschedule subject to availability, or offer a full refund if rescheduling is not possible.
7. CONTACT INFORMATION
KZ Travel and Tours Sdn Bhd
GLL 10D, Balai Ketibaan, Lapangan Terbang Sultan Mahmud,
Kampung Telaga Batin, 21300 Kuala Terengganu, Terengganu
WhatsApp: +60 19-983 3103
Email: admin@kzcarrental.com.my
Website: https://kzcarrental.com.my
Operating Hours: Monday – Sunday, 8:00 AM – 8:00 PM (Malaysia Time GMT+8)
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