Booking Terms & Conditions

1 Definitions

• "Booking" — a confirmed reservation of a vehicle or transport service made by the Hirer.
• "Vehicle" — any sedan, SUV, 4x4, minibus, or shuttle provided by the Company.
• "Quotation" — a written price estimate issued by the Company for a specific booking request.
• "Hire Period" — the period commencing at the agreed departure date/time and ending when the vehicle is returned or the journey concluded.
• "Local Hire" — a hire arrangement within the greater Bulawayo metropolitan area (within approximately 45 km of the Bulawayo CBD).
• "Intercity Hire" — any journey exceeding 45 km, connecting different towns or cities.
• "Driver" — a Company-appointed professional driver assigned to the booking.
• "the Company" — Travelite, a division of Trukumb Holdings (Private) Limited.
• "the Hirer" — the individual or entity making the booking and entering into these Conditions.

2 Booking & Reservation

2.1 All bookings must be made through our official channels: the Travelite website (travelite.africa), official telephone numbers, or authorised representatives.

2.2 A booking is confirmed only upon receipt of a written Booking Confirmation or Quotation from the Company, together with the required deposit payment.

2.3 Requests submitted via the website generate an automatic quotation reference. This reference does not constitute a confirmed booking until approved by the Company and payment is received.

2.4 The Company reserves the right to decline any booking at its sole discretion without being obliged to provide reasons.

2.5 All prices are quoted in United States Dollars (USD) unless otherwise stated. ZAR, ZIG, or other currency equivalents may be accepted at the prevailing official exchange rate on the date of payment.

3 Payment Terms

3.1 Deposit: A minimum deposit of 50% of the quoted total is required to secure a booking. The balance is due no later than 24 hours before commencement of the hire.

3.2 Full Payment: For bookings made within 48 hours of the hire commencement, full payment is required at the time of booking.

3.3 Accepted payment methods include: Paynow (EcoCash, OneMoney, InnBucks, Visa/Mastercard), direct bank transfer (USD), and cash (USD) in person.

3.4 Proof of payment must be sent to the Company by WhatsApp or email before departure. The vehicle will not be dispatched until payment is confirmed.

3.5 Online payments via Paynow are processed securely. The Company is not responsible for failures caused by network issues, bank declines, or third-party payment gateway errors.

3.6 Additional charges incurred during the hire (extra kilometres, hours, toll fees, border fees, damage, etc.) are payable immediately at the conclusion of the hire period.

4 Cancellation & Refund Policy

All cancellations must be submitted in writing via email or WhatsApp to the Company.

4.1 Refunds, where applicable, are processed within 5 – 7 business days via the original payment method.

4.2 The Company may cancel a booking due to force majeure (natural disasters, government restrictions, vehicle breakdown, road closures, etc.). In such cases a full refund will be issued or an alternative arrangement offered.

4.3 Rescheduling is permitted once, free of charge, provided the request is made at least 24 hours before the original departure time.

5 Fuel Policy — Full-to-Full

5.1 The fuel level is recorded on the Vehicle Condition Report (VCR) at the start of the hire. The Hirer should verify and sign this report before departing.

5.2 The Hirer is responsible for all fuel costs during the hire period. Only the fuel type specified for the vehicle (diesel or petrol as indicated) must be used. Using the wrong fuel type will result in all repair and recovery costs being charged to the Hirer.

5.3 If the vehicle runs out of fuel during the hire period, the Hirer is responsible for the cost of emergency fuel delivery. The Company may arrange delivery at the Hirer's expense.

5.4 For intercity journeys, the Hirer acknowledges that fuel availability may vary, particularly on rural routes and at border crossings. The Hirer is advised to refuel at every available opportunity.

5.5 Where a Company driver is provided, the driver will manage refuelling stops. All fuel receipts must be retained and provided to the Company at journey end.

6 Vehicle Use & Permitted Operations

6.1 The vehicle is provided solely for the purpose stated in the booking confirmation.

6.2 Permitted uses:

• Travel within the agreed route and geographic area.
• Cross-border travel to pre-approved neighbouring countries — only when expressly authorised in writing by the Company.
• Carrying the number of passengers stated in the booking (not to exceed the vehicle's licensed capacity).

6.3 Prohibited uses:

• Sub-letting or re-hiring the vehicle to any third party.
• Racing, testing, or any illegal purpose.
• Carrying hazardous, flammable, or illegal materials.
• Towing any trailer or caravan unless specifically agreed in writing.
• Overloading beyond the vehicle's rated capacity (passengers or luggage).
• Driving on tracks not suited to the vehicle class hired.
• Driving while under the influence of alcohol, drugs, or impairing medication.

6.4 No Smoking Policy: Smoking is strictly prohibited inside all Company vehicles. A USD 30 cleaning surcharge applies if evidence of smoking is found.

6.5 Pets are not permitted without prior written approval. A cleaning fee may apply.

7 Driver Policy

7.1 Shuttle bookings always include a professional Company driver. For sedan and SUV/4x4 bookings, a driver may be requested at an additional fee.

7.2 Company drivers adhere to all traffic laws. The Hirer must not instruct the driver to violate any road traffic regulation or to drive whilst fatigued. Drivers are entitled to mandatory rest breaks in line with Zimbabwe Road Traffic Act requirements.

7.3 For overnight or multi-day trips, the Hirer is responsible for providing or funding suitable accommodation and meals for the driver (or an agreed allowance at booking stage).

7.4 Verbal or physical abuse of any Company driver or staff member will result in immediate termination of the hire. No refund will be issued under such circumstances.

8 Local Hire — Bulawayo Specific Conditions

8.1 Local hire bookings operate within the greater Bulawayo area (approximately a 45 km radius from the Bulawayo CBD).

8.2 Hire types available:

8.3 Extra kilometres beyond the included allowance are charged at:

8.4 Night Pickup Surcharge: Bookings with pickup between 22:00 and 06:00 attract a 20% surcharge on the base hire rate.

8.5 Airport Meet & Greet: An optional meet & greet service (driver in arrivals hall with name board) is available for airport transfers at a flat fee of USD 5.

8.6 Local hire bookings do not include cross-border travel.

9 Airport Transfers

9.1 The Company monitors flight arrival information. However, delays exceeding 3 hours beyond the original scheduled arrival may require rebooking.

9.2 The driver will wait a maximum of 60 minutes from the scheduled or confirmed actual landing time at no extra charge. Additional waiting time is charged at the applicable hourly rate.

9.3 For departures, the Hirer must allow adequate travel time. The Company recommends pickup at least 3 hours before domestic and 4 hours before international flights.

9.4 The Company will not be liable for missed flights due to unforeseen traffic, road closures, or events outside reasonable control.

10 Tolls, Border Crossings & Road Levies

10.1 All toll fees incurred during the hire are the Hirer's responsibility and charged at actual cost. Major ZINARA toll plazas on routes such as Beitbridge–Harare and through South Africa (SANRAL plazas) apply.

10.2 Cross-border travel requires prior written authorisation from the Company. Additional charges apply for cross-border documentation, vehicle clearance, and mandatory border levies.

10.3 The Hirer must hold valid travel documents for all cross-border journeys. The Company accepts no liability for delays or costs arising from document deficiencies.

11 Liability & Insurance

11.1 All Company vehicles carry valid third-party liability insurance as required by Zimbabwean law.

11.2 The Company shall not be liable for:

• Loss, theft, or damage to the Hirer's personal belongings, luggage, or cargo.
• Delays caused by road conditions, border closures, weather, traffic, or acts of God.
• Indirect or consequential losses arising from any service disruption.

11.3 The Hirer is liable for vehicle damage caused during the hire through negligence, misuse, or violation of these Conditions.

11.4 In the event of an accident, the Hirer must immediately notify the Company, file a Police Accident Report (ZRP Form P1) within 24 hours, and must not admit liability or make settlements with third parties on behalf of the Company.

12 Vehicle Condition & Cleanliness

12.1 A Vehicle Condition Report (VCR) is completed at the start of the hire. By commencing the hire, the Hirer acknowledges and accepts the recorded condition.

12.2 Vehicles must be returned in a reasonably clean condition. Excessive soiling (mud, food, vomit, etc.) will incur a cleaning fee of USD 20 – USD 60 depending on severity.

12.3 Any damage, scratch, dent, tyre blowout, or mechanical issue must be reported immediately. Unreported damage discovered upon return may result in the full repair cost being attributed to the Hirer.

13 Privacy & Data

13.1 Personal information collected during booking is processed in accordance with Zimbabwe's Cyber and Data Protection Act [Chapter 12:07] and used solely for booking administration, communication, and legal compliance.

13.2 We do not sell or share personal data with third parties except as required by law or to facilitate the delivery of services (e.g., border documentation, payment processing).

14 Governing Law & Disputes

14.1 These Conditions are governed by the laws of the Republic of Zimbabwe. Any dispute shall be subject to the exclusive jurisdiction of the courts of Bulawayo, Zimbabwe.

14.2 Disputes are first submitted in writing to the Company's management. The Company will endeavour to resolve disputes within 14 business days.

14.3 These Conditions constitute the entire agreement between the parties and supersede all prior representations or understandings relating to vehicle hire.