Rental & Ride Policy

1. Overview

This policy governs both vehicle rentals and rides arranged through the Marto platform in Sierra Leone. Renters and Owners must follow the rental sections, and Riders must follow the ride sections, when using the Platform.

2. Booking Process

Renters may request a booking by selecting a vehicle, specifying rental dates, and confirming pickup and drop-off locations. The Owner must confirm the booking within 24 hours. If not confirmed, the booking is automatically cancelled and any held payment is refunded.

3. Vehicle Requirements

Owners must ensure their vehicles are in safe, roadworthy condition. Vehicles must have valid registration, insurance, and pass any required inspections. Owners must accurately describe their vehicle's condition, features, and any limitations in their listing.

4. Rental Duration

Rentals may be booked on an hourly or daily basis as specified by the vehicle listing. The minimum rental period is 1 hour for hourly rentals and 1 day for daily rentals. Extensions must be arranged through the Platform before the original end time.

5. Pickup & Return

Renters must pick up and return vehicles at the agreed locations and times. Late returns may incur additional charges at the applicable hourly or daily rate. Both parties should inspect the vehicle at pickup and return, documenting the vehicle's condition.

6. Fuel Policy

Vehicles should be returned with the same fuel level as at pickup. If the fuel level is significantly lower upon return, the Owner may request compensation through the Platform's dispute process.

7. Cancellation Policy

Renter Cancellation: Free cancellation up to 24 hours before the booking start time. Cancellations within 24 hours may forfeit up to 50% of the rental fee. No-shows forfeit the full rental amount.

Owner Cancellation: Owners who cancel confirmed bookings may face penalties including reduced visibility on the Platform and potential account suspension for repeated cancellations.

8. Insurance & Liability

Owners are responsible for maintaining valid vehicle insurance. Renters are liable for any damage to the vehicle during the rental period that is not covered by the Owner's insurance. Marto is not an insurance provider and does not cover vehicle damage or personal injury.

9. Prohibited Uses

Rented vehicles must not be used for illegal activities, sub-rented to third parties, driven outside Sierra Leone without explicit Owner permission, used for commercial transport without Owner consent, or driven by anyone other than the registered Renter.

Offline or off-platform bookings are strictly discouraged and prohibited. If a Renter or Owner attempts to complete a booking outside Marto to avoid platform processes, that account may be suspended or permanently banned, and related funds may be withheld or forfeited.

10. Damage & Accidents

In the event of an accident or vehicle damage, the Renter must immediately notify the Owner and Marto, file a police report if required, document the damage with photographs, and not attempt unauthorized repairs. Costs for damage may be deducted from the Renter's payment or pursued separately.

11. Refund Policy

Refunds for cancellations are processed according to the cancellation policy above. Disputed bookings may result in full or partial refunds at Marto's discretion. Refunds are processed to the original payment method within 5-7 business days.

12. Reviews & Ratings

Both Renters and Owners may leave reviews after a completed booking. Reviews must be honest and factual. Marto reserves the right to remove reviews that contain offensive content or violate community guidelines.

13. Requesting a Ride

Riders request a Trip by setting a pickup and drop-off point and choosing a ride tier. Once a Driver accepts, the Rider receives the Driver and vehicle details. Marto matches each request to nearby available Drivers and does not guarantee that a Driver will always be available.

14. Fares and Ride Tiers

Rides are offered in tiers based on the vehicle: Okada (motorbike), Keke (three-wheeler), and Car. The fare is estimated before the Trip from the distance, time, tier rate, and any pricing in effect at the time of request. The final fare may differ if the route, distance, or waiting time changes during the Trip. Fares may rise during periods of high demand, and any such increase is shown before the Rider confirms.

15. Ride Cancellations and No-Shows

A Rider may cancel a Trip free of charge before a Driver is assigned. After a Driver has been assigned and is on the way, a cancellation may incur a fee that covers the Driver's time and travel. If a Rider is not at the pickup point within the waiting time after the Driver arrives, the Driver may cancel and a no-show fee may apply.

16. Rider Conduct and Safety

Riders must treat Drivers and their vehicles with respect, wear a helmet when travelling by Okada where one is provided, and follow reasonable safety instructions. Riders must not carry illegal items, exceed the seating capacity of the vehicle, or ask a Driver to break traffic laws. Marto may suspend Riders who behave unsafely or abusively.

17. Ride Ratings

After a completed Trip, Riders and Drivers may rate each other. Ratings must be honest and based on the actual Trip. Marto may remove ratings that are abusive or that break community guidelines, and may act on accounts with repeated low ratings.

18. Contact

For questions about this policy, please contact Marto support through the application or email support@marto.sl.