How Can We Help You?

1. Getting started

Create an account, verify your phone, complete KYC (if required), and explore available cars.

Signing up & account basics

1. Create account: Sign up with your phone number and full name.
2. Phone verification: You'll receive an OTP (one-time-password) to verify your number.
3. Profile: Add a profile photo and emergency contact (optional but recommended).

KYC (first-time renters & owners)

If you are booking for the first time or listing a car, you must complete KYC before you can submit bookings or listings.

• Provide personal details (full name, DOB, address)
• Verify phone number with OTP
• Upload driver's licence (photo) and a government ID (ID/Passport)
• Await approval — you'll get an SMS when KYC is approved or rejected

Explore page (default)

The Explore page shows cars in map and list view, sorted from nearest to farthest. Tap any car to open the details screen.

2. Booking Issues

From selecting a car to handing over keys — a clear step-by-step workflow for renters and owners.

For Renters — Step-by-step

1. Choose a car: On Explore, tap a car to view details (specs, features, owner-set rental policies, photos).
2. Book: Tap Book Now → select pickup & drop-off dates and times on the calendar. Choose pickup location and declare intended destination.
3. Submit request: Review total cost, then submit booking request. You'll receive an SMS confirming submission.
4. Owner approval: The car owner receives an SMS and will review your request in Owner Mode. If you're a first-time renter you must have completed KYC before you can submit a request.
5. If approved: You get an SMS and an autogenerated invoice appears in the trip details. Tap Pay Now to start an M-PESA STK push to the phone number in your profile (you can edit the number for payment if needed).
6. Trip start: On pickup day, meet the owner at the owner's default pickup address. The owner presses Start Trip and an OTP is generated — give this OTP to the owner for identity verification.
7. Trip end: When returning, the owner presses Finish which generates a different OTP. Provide that OTP to the owner to confirm the end of the booking.

For Owners — Manage requests

• Turn on Owner Mode in Account → My Cars to review incoming booking requests.
• Each request shows renter profile, KYC status, declared destination, and proposed dates.
• Approve or reject the booking. The renter receives an SMS for either outcome.
• When approving, note: the renter can only pay after approval. Once the renter triggers payment, the amount reflects in the Owner Wallet (balance updates immediately but becomes withdrawable when trip starts).

Common booking policies

• Late return penalty: KES 500 per hour (owner-set, shown in listing).
• Damage responsibility: Renters are responsible for charges for damage during their booking (more in Safety & Support).
• Cancellation fee: Flat KES 500 (unless owner listing specifies otherwise).

3. Safety & Support

Immediate actions, reporting damage, emergencies, and how ZIDI supports both parties.

Emergencies

• Medical / Police emergencies: Call 999 (Kenya National Police Service).
• Car breakdown: Contact the car owner (phone visible in trip details) and tap the Call ZIDI button in the app.
• Damage while on trip: Notify the car owner immediately. If the damage presents safety concerns, also call ZIDI support from the app.

How to report an incident

1. Open the trip in Trips → Upcoming / Past.
2. Tap Report an Issue and choose the category (Breakdown, Damage, Accident, Other).
3. Attach photos, short description, and any police report (if applicable).
4. ZIDI will review and respond via SMS and in-app messages with next steps.

Documentation & Liability

Owners must upload logbook & insurance when listing. Renters should inspect the vehicle at pickup and document pre-existing issues with photos and notes in the pickup checklist.

4. Billing & Payments

How payments, wallet balances, and withdrawals work on ZIDI.

Accepted payment method

All payments in the app use M-PESA STK push initiated by the Pay Now button on the invoice. The STK push goes to the phone number in your profile (editable prior to payment).

Payment timeline & visibility

Fees & refunds

• ZIDI charges any platform fees as shown on the invoice (displayed before payment).
• Refunds (if applicable) are processed via the app and M-PESA; timing depends on M-PESA but will be communicated via SMS and in-app notice.
• Withdrawals are to the verified phone number supplied during KYC and require the owner wallet PIN.
• For more information about refunds, visit Refunds Page

Owner wallet

1. Check balance at Account → Wallet.
2. Set wallet PIN (required for withdrawals).
3. Initiate withdrawal — funds are sent to the verified phone number entered during KYC.

5. ZIDI Wallet

The ZIDI Wallet is the in-app financial hub for car owners and renters. It helps you receive payments, manage balances, and withdraw funds securely via M-PESA.

How the Wallet Works

• For Renters: You pay for bookings via M-PESA STK Push. ZIDI does not store your M-PESA PIN or card details.
• For Owners: Once a renter pays, the funds appear instantly in your Owner Wallet as a pending balance.
• Funds become withdrawable only after the trip officially starts.

Setting Your Wallet PIN

Before withdrawing funds, owners must set a 4-digit Wallet PIN. This PIN secures your withdrawals and is required for every payout request.

• Go to Account → Wallet
• Tap Set PIN or Change PIN
• Enter your preferred 4-digit PIN
• Confirm and save

Withdrawing Funds

Owners can withdraw funds anytime after the trip has started.

1. Go to Wallet from your Account page
2. Tap Withdraw
3. Enter amount
4. Confirm withdrawal with your Wallet PIN

Funds are sent instantly to the verified phone number used during KYC.

Why Your Wallet Balance May Be Pending

• The renter has paid, but the booking has not yet started.
• The owner has not completed trip verification (Start Trip OTP).
• The renter canceled before the start of the trip.

Security & Fraud Protection

The ZIDI Wallet is protected using secure PIN verification, server-side encryption, and double-confirmation of trip events. ZIDI will never call or text asking for your Wallet PIN or M-PESA PIN.

Troubleshooting Wallet Issues

• If your balance is not showing: Refresh the Wallet page or check for app updates.
• If your withdrawal fails: Ensure your phone number is verified in KYC.
• If you forgot your Wallet PIN: Tap Reset PIN and follow verification steps.