Terms of use

Terms & Conditions

Last updated: April 2026

1. Acceptance of Terms

By downloading, installing, or using the ardena mobile application (available for renters and hosts), accessing the ardena website at ardena.co.ke, or otherwise engaging with any ardena service, you confirm that you have read, understood, and agree to be legally bound by these Terms and Conditions in their entirety. These Terms constitute a binding legal agreement between you and ardena Kenya Limited ("ardena", "we", "us", or "our").

If you are using ardena on behalf of a business or organisation, you represent that you have authority to bind that entity to these Terms. If you do not agree with any part of these Terms, you must immediately stop using our platform and delete the application from your device. Continued use of the platform following any update to these Terms constitutes your acceptance of the revised Terms.

2. About ardena & the Platform

ardena is a peer-to-peer vehicle rental marketplace operating in Kenya. We provide two distinct mobile applications: the ardena Renter app, which allows individuals to discover, book, and pay for vehicles listed by verified hosts; and the ardena Host app, which allows vehicle owners to list, manage, and earn from their vehicles.

ardena acts solely as a technology intermediary and facilitator. We do not own, operate, maintain, or insure any vehicle listed on the platform. The rental agreement for each trip is formed directly between the host and the renter. ardena's role is to provide the infrastructure, verification, payment processing, and dispute support that enables those transactions to take place safely and efficiently.

3. Eligibility & Age Requirements

To use the ardena platform in any capacity, you must:

  • Be at least 18 years of age;
  • Be a resident of or have a legal right to operate in Kenya;
  • Possess the legal capacity to enter into a binding contract;
  • Not have been previously suspended or permanently banned from the ardena platform;
  • Not be subject to any court order or legal restriction that would prohibit you from entering this agreement.

Renters additionally must hold a valid Kenyan driver's licence (or a recognised international driving permit) and must have held that licence for a minimum of one year prior to booking. ardena reserves the right to set minimum age thresholds for specific vehicle categories at its sole discretion.

4. Account Registration & Security

You must create a personal account to access the platform. You agree to provide accurate, current, and complete information during registration and to keep that information up to date at all times. Each person may hold only one account; creating multiple accounts is prohibited and may result in all accounts being suspended.

You are solely responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify ardena immediately at support@ardena.co.ke if you suspect any unauthorised access to your account. ardena will not be liable for any loss or damage arising from your failure to safeguard your credentials.

ardena reserves the right to suspend or terminate accounts that show signs of compromise, suspicious activity, or repeated policy violations without prior notice.

5. Identity Verification (KYC)

ardena operates a mandatory Know Your Customer (KYC) verification process for all users. This is required to maintain the safety and integrity of the platform, comply with applicable Kenyan law, and protect both hosts and renters from fraud.

For all users: You will be required to submit a government-issued photo ID (National ID or passport), a clear selfie for facial verification, and a valid phone number linked to your account. Failure to complete KYC will restrict your ability to book vehicles or list vehicles on the platform.

For renters: In addition to standard KYC, you must provide a valid driver's licence. ardena may request additional documentation for premium or high-value vehicles.

For hosts: You must provide proof of vehicle ownership (logbook), valid comprehensive insurance documentation, and a current vehicle inspection certificate. Vehicles without valid documentation will not be approved for listing.

KYC data is stored and processed in accordance with our Privacy Policy and the Kenya Data Protection Act, 2019. ardena may use third-party verification providers to process your documents. Submitting false, altered, or fraudulent documents is a criminal offence and will result in immediate, permanent account termination and referral to the relevant authorities.

6. Data Collection & Privacy

By using ardena, you consent to the collection, processing, and storage of personal data as described in our Privacy Policy. We collect information including but not limited to: your name, national ID or passport number, phone number, email address, profile photo, driver's licence, location data, device information, payment details, trip history, and communications within the platform.

Location data is collected during active trips to support navigation, safety features, trip verification, and dispute resolution. You may not disable location access during an active rental without breaching these Terms.

ardena does not sell your personal data to third parties. Data may be shared with payment processors, insurance partners, KYC verification providers, and law enforcement where legally required. All data handling is governed by the Kenya Data Protection Act, 2019.

7. Renter Terms & Obligations

As a renter, you agree to:

  • Only drive vehicles using your verified, valid driver's licence;
  • Inspect the vehicle before the trip begins and report any pre-existing damage through the app before driving away;
  • Return the vehicle on time, in the same condition it was collected, with the same fuel level unless a fuel arrangement has been agreed;
  • Not exceed the agreed mileage limit, if any, without authorisation from the host;
  • Not permit any unlicensed or unverified person to operate the vehicle;
  • Not smoke, vape, or use narcotics inside the vehicle;
  • Not transport animals without prior written consent from the host;
  • Comply with all Kenyan traffic laws, speed limits, and road regulations at all times;
  • Not use the vehicle for commercial transport (e.g. ride-hailing, courier services) unless explicitly agreed with the host and ardena in writing;
  • Report any accident, theft, damage, or mechanical failure to both ardena and the host immediately via the in-app incident report function.

Renters bear full financial responsibility for any damage, fines, or loss caused during the rental period that is not covered by the applicable insurance policy. Late returns beyond the agreed time will incur additional charges as stated in the booking summary.

8. Host Terms & Obligations

As a host, you agree to:

  • Only list vehicles that you legally own or have written authorisation to rent out;
  • Ensure your vehicle has valid comprehensive insurance that covers third-party use at all times;
  • Maintain a current vehicle inspection certificate and ensure the vehicle is roadworthy before every trip;
  • Provide accurate descriptions, photos, and specifications in your listing — misrepresentation is a policy violation;
  • Make the vehicle available at the agreed time and location, or give the renter reasonable advance notice of any changes;
  • Not cancel confirmed bookings repeatedly or without valid reason, as this harms renters and may result in penalties;
  • Keep the vehicle clean and free of personal belongings before each rental;
  • Respond promptly to booking requests and renter communications through the platform;
  • Immediately report any incident, damage, or theft to ardena via the app.

Hosts acknowledge that ardena does not guarantee any particular level of bookings or earnings. Listing a vehicle on the platform does not constitute an employment, agency, or partnership relationship with ardena.

9. Vehicle Standards & Listing Requirements

All vehicles listed on ardena must meet the following minimum standards before approval:

  • Valid inspection certificate (NTSA-recognised) dated within the past 12 months;
  • Valid comprehensive insurance policy naming ardena-facilitated rental use;
  • No outstanding finance or court orders restricting transfer or use;
  • Not reported stolen or used in any ongoing criminal investigation;
  • All exterior and interior photos must be current, clear, and accurately represent the vehicle's condition;
  • Functional seatbelts for all seated positions, functional tyres (including spare), working headlights, and a first-aid kit.

ardena reserves the right to remove any listing that does not meet these standards, has received repeated damage complaints, or has been associated with safety incidents. Hosts may be required to resubmit documentation periodically to maintain active listings.

10. Booking, Pricing & Confirmations

Bookings are made through the ardena Renter app. A booking is only confirmed once the host accepts the request and the renter receives an in-app confirmation notification. Listing a vehicle or initiating a booking request does not by itself constitute a confirmed reservation.

Prices displayed on the platform are set by hosts and include the daily or hourly rental rate plus any applicable ardena service fee. Additional charges may apply for mileage overages, late returns, damage, cleaning, or toll fees incurred during the trip. All pricing is in Kenyan Shillings (KES).

ardena reserves the right to adjust platform service fees at any time. Hosts will be notified of any changes to fee structures with at least 14 days' notice.

11. Payments, Fees & Payouts

All payments on the ardena platform are processed through our secure in-app payment system. Accepted payment methods include M-Pesa and major debit/credit cards. Cash payments are strictly prohibited and will not be recognised or protected by ardena's dispute resolution process.

Upon completion of a trip, ardena will disburse the host's earnings, net of the platform service fee, to the host's registered M-Pesa or bank account within the period stated in the Host app. ardena deducts its service fee from each transaction before disbursement. The service fee rate is displayed in the Host app and may be updated from time to time.

ardena is not a financial institution. Payment processing is facilitated by licensed third-party payment providers. ardena is not liable for payment delays caused by the user's mobile network operator, bank, or the payment provider.

In the event of a disputed charge, both parties must raise the matter through the in-app dispute function within 48 hours of the trip ending. ardena's decision following a reviewed dispute is final, subject to any applicable legal appeal process.

12. Security Deposit

ardena may require renters to pay a refundable security deposit at the time of booking for certain vehicle categories. The deposit amount is displayed during the booking flow before payment is confirmed. The deposit is held by ardena and will be refunded to the renter within 5–7 business days following the successful completion of the trip, provided:

  • No damage to the vehicle is reported or substantiated;
  • The vehicle is returned on time and in agreed condition;
  • No traffic fines, toll charges, or fuel deficits are outstanding;
  • No policy violations occurred during the trip.

If damage or outstanding charges are established following review, ardena may apply all or part of the deposit toward those costs before issuing any remaining refund.

13. Cancellation & Refund Policy

Renter cancellations: Cancellations made more than 48 hours before the scheduled trip start time are eligible for a full refund of any amounts paid, excluding the platform booking fee which is non-refundable. Cancellations made within 48 hours of the trip start time will forfeit 50% of the rental amount. Cancellations made within 6 hours of the trip start time, or no-shows, will forfeit the full rental amount.

Host cancellations: Hosts who cancel a confirmed booking without valid reason will be subject to a penalty deducted from future payouts. Repeated host cancellations may result in listing suspension. In all cases where a host cancels, the renter receives a full refund including any fees paid.

Force majeure: In cases of natural disaster, government-declared curfews, or other extraordinary events beyond the control of either party, ardena may issue full or partial refunds at its discretion.

Refunds are processed to the original payment method and may take 3–10 business days to appear depending on the payment provider.

14. Damage, Accidents & Incidents

In the event of any accident, damage, theft, or incident involving the vehicle during a rental period, the renter must:

  • Immediately ensure the safety of all persons involved;
  • Contact emergency services (police, ambulance) where required;
  • Report the incident in-app within 2 hours;
  • Obtain a police abstract if a third party is involved or if the vehicle has been stolen;
  • Not admit liability or make any settlement offer to a third party without ardena's written authorisation.

ardena will liaise with the applicable insurer and both parties to assess liability. The renter remains liable for any excess or deductible specified in the vehicle's insurance policy and for any damage not covered by insurance. Intentional damage, damage caused while driving under the influence of alcohol or drugs, and damage resulting from unauthorised use of the vehicle void all insurance coverage and make the renter personally liable for the full cost of repair or replacement.

15. Insurance & Liability

All vehicles listed on ardena are required to carry valid comprehensive insurance. However, ardena is not the insurer and does not directly provide insurance coverage. Each host is responsible for maintaining their own policy that covers peer-to-peer rental use. Details of what each vehicle's insurance covers are displayed in the listing.

ardena may provide supplemental protection products in partnership with licensed insurers, details of which are available at /insurance. These products do not replace the host's primary insurance obligation.

ardena, its directors, employees, and affiliates are not liable for personal injury, death, property damage, or financial loss sustained during the use of any vehicle booked through the platform, except to the extent that such liability cannot be excluded under applicable Kenyan law.

16. Prohibited Activities

The following are strictly prohibited on the ardena platform and may result in immediate, permanent account termination, forfeiture of funds, and referral to law enforcement:

  • Listing a stolen, financed without consent, or otherwise encumbered vehicle;
  • Submitting forged, altered, or misrepresenting KYC or insurance documents;
  • Using a vehicle for any illegal activity including drug trafficking, human trafficking, or smuggling;
  • Operating a vehicle while under the influence of alcohol, drugs, or any substance that impairs driving;
  • Sub-letting or re-renting a vehicle booked on ardena to a third party not verified on the platform;
  • Circumventing the platform payment system by soliciting or accepting off-platform payments;
  • Harassing, threatening, or abusing another user on or off the platform;
  • Manipulating ratings and reviews through fake accounts or coercion;
  • Using the vehicle to cross international borders without prior written approval from the host and ardena;
  • Any attempt to compromise the security, data, or infrastructure of the ardena platform.

17. Ratings, Reviews & Community Standards

Both renters and hosts are encouraged to leave honest, factual ratings and reviews after each trip. Reviews must be based on genuine first-hand experience and must not contain defamatory, discriminatory, or abusive language. ardena may remove reviews that violate community standards.

A user's ratings are visible on their public profile. Consistently low ratings may result in account review and, if unresolved, suspension from the platform. ardena does not guarantee or endorse the accuracy of any review and is not liable for the content of user-generated reviews.

18. Account Suspension & Termination

ardena reserves the right to suspend, restrict, or permanently terminate any user account at its sole discretion, with or without prior notice, if it determines that the user has violated these Terms, engaged in fraudulent activity, poses a safety risk to other users, or has otherwise acted in a manner inconsistent with the values and policies of the platform.

Users who believe their account has been suspended in error may appeal by contacting support@ardena.co.ke within 14 days of the suspension notice. ardena will review the appeal and respond within 10 business days. The outcome of the appeal process is final.

Upon account termination, the user loses access to the platform and all associated data. Any outstanding balances owed to ardena remain payable. Any outstanding host payouts will be disbursed after any applicable deductions are settled.

19. Intellectual Property

All content on the ardena platform, including the ardena name, logo, mobile applications, website design, written content, and software, is the exclusive intellectual property of ardena Kenya Limited and is protected under applicable Kenyan and international intellectual property laws. You may not copy, reproduce, modify, distribute, or create derivative works from any ardena content without our prior written consent.

By submitting content to the platform (including vehicle photos, reviews, or profile images), you grant ardena a non-exclusive, royalty-free, worldwide licence to use, display, and reproduce that content for the purpose of operating and promoting the platform.

20. Limitation of Liability & Indemnification

To the maximum extent permitted by Kenyan law, ardena and its affiliates, officers, directors, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of or inability to use the platform, including but not limited to loss of profits, loss of data, vehicle damage not directly caused by ardena, personal injury, or property damage.

You agree to indemnify, defend, and hold harmless ardena and its affiliates from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in any way connected with your use of the platform, your breach of these Terms, your violation of any law, or your infringement of any third-party rights.

21. Governing Law & Dispute Resolution

These Terms and Conditions are governed by the laws of the Republic of Kenya. Any dispute arising out of or in connection with these Terms, including any question regarding their existence, validity, or termination, shall first be subject to good-faith negotiation between the parties. If not resolved within 30 days, disputes shall be referred to mediation under the Nairobi Centre for International Arbitration (NCIA) rules.

Nothing in this clause prevents either party from seeking urgent injunctive relief from a court of competent jurisdiction in Kenya. The courts of Kenya shall have exclusive jurisdiction over any matter not resolved through the above process.

22. Changes to These Terms

ardena reserves the right to amend these Terms at any time. When material changes are made, we will notify you via in-app notification and/or email to your registered address at least 7 days before the changes take effect. Minor or administrative changes may take effect immediately. The "Last updated" date at the top of this page always reflects the most current version.

If you do not accept the updated Terms, you must stop using the platform before the effective date of the changes. Continued use of the platform after that date constitutes your acceptance of the revised Terms.

23. Contact & Complaints

For any questions, concerns, or complaints regarding these Terms or your use of the ardena platform, please contact us through any of the following:

ardena aims to acknowledge all complaints within 2 business days and to resolve them within 14 business days. If you are not satisfied with our response, you may escalate the matter to the Office of the Data Protection Commissioner (for data-related complaints) or the relevant consumer protection authority in Kenya.