TG Empire Car Rental
Cancellation Policy
This Cancellation Policy governs all vehicle rental bookings made with TG Empire (Private) Limited ("TG Empire", "we", "us", "our"), a company registered in Zimbabwe. It is to be read together with our Rental Agreement and is governed by the Consumer Protection Act [Chapter 14:44] and the Contractual Penalties Act [Chapter 8:04] of Zimbabwe.
1. Booking Confirmation
A rental booking is confirmed only upon receipt of a written confirmation from TG Empire. Bookings made through our website are provisional until confirmed by our team via email or telephone. TG Empire reserves the right to decline any booking at its sole discretion.
2. Cancellation by the Customer
Cancellations must be submitted in writing by email to info@tgempire.co.zw or by telephone on +263 77 339 2928. The following schedule applies based on the time of cancellation before the scheduled pickup time:
| Notice Period Before Pickup | Cancellation Fee |
|---|---|
| 48 hours or more | No charge — full refund of any deposit paid |
| 24 to 47 hours | 25% of the total rental amount |
| Less than 24 hours | 50% of the total rental amount |
| No-show (failure to collect vehicle) | 100% of the total rental amount |
3. Amendments and Early Returns
3.1 Booking Amendments
Requests to amend a booking (change of vehicle, pickup date, or rental period) must be made at least 24 hours before the scheduled pickup time and are subject to availability. TG Empire will make reasonable efforts to accommodate amendment requests but cannot guarantee alternative availability.
3.2 Early Return
If a customer returns a vehicle before the agreed return date, no refund will be issued for unused rental days. The full rental amount for the booked period remains payable. Where a shorter rental period was known in advance, customers are advised to book only the days required.
4. Late Returns
Vehicles must be returned by the time and date specified in the Rental Agreement. Late returns will be charged at the applicable daily rate pro-rated to the hour, plus an administration fee of USD 10. If a vehicle is not returned within 4 hours of the agreed return time without prior notification and approval, TG Empire reserves the right to report the vehicle as unlawfully retained in terms of the Criminal Law (Codification and Reform) Act [Chapter 9:23].
5. Cancellation by TG Empire
TG Empire may cancel a confirmed booking in the following circumstances, without liability for consequential losses:
- The reserved vehicle becomes unavailable due to mechanical failure, accident damage, or any other unforeseen circumstance beyond our reasonable control;
- The customer fails to meet the driver eligibility requirements set out in our Rental Agreement;
- The customer fails to provide valid identification or a valid driver's licence as required by the Road Traffic Act [Chapter 13:11];
- Fraud or misrepresentation is detected in the booking.
In the event of cancellation by TG Empire (other than for customer default), any deposit paid will be refunded in full within 7 business days.
6. Force Majeure
Neither party shall be liable for failure to perform obligations where such failure is caused by circumstances beyond their reasonable control, including but not limited to acts of God, civil unrest, government-imposed restrictions, road closures, flooding, or any national emergency declared under Zimbabwe law. In such circumstances, TG Empire will offer the customer a credit note valid for 90 days or a full refund, at the customer's election.
7. Security Deposits
A refundable security deposit is required at the time of vehicle collection. The deposit will be returned in full within 5 business days of vehicle return, provided the vehicle is returned in the same condition as collected, with no outstanding fuel shortfall, traffic fines, or toll fees. Deductions from the deposit will be itemised in writing.
8. Refunds
Refunds will be processed to the original payment method within 7 business days of the cancellation being confirmed. TG Empire is not responsible for any banking delays beyond its control. All refunds are subject to exchange rate conditions applicable at the time of the original payment where payments were made in foreign currency.
9. Dispute Resolution
Any dispute arising from this policy shall first be referred to TG Empire's management for resolution. If unresolved, disputes may be escalated to the Consumer Protection Commission of Zimbabwe established under the Consumer Protection Act, or to the Magistrates' Court or High Court of Zimbabwe with jurisdiction over the matter.
10. Contact Us
For cancellation requests or any queries regarding this policy, please contact us:
- Email: info@tgempire.co.zw
- Phone: +263 77 339 2928
- Address: 25046 St Ives, Chinhoyi, Zimbabwe
- Business Hours: Monday – Friday 8:00am – 5:00pm | Saturday 8:00am – 1:00pm