Clear refund and cancellation terms for every booking

This Refund and Cancellation Policy explains how booking cancellations, payment reversals, approved refunds, deposit returns, and non-refundable cases are handled for vehicle rental bookings made through our website or support channels.

By confirming a booking, making a payment, or using our services, the customer agrees to this Refund and Cancellation Policy together with our Rental Terms and Privacy Policy.

Refund eligibility depends on booking type, cancellation timing, payment status, vehicle category, delivery arrangements, and any special promotional or non-refundable terms shown before confirmation.

Customers may request cancellation before the scheduled pickup or delivery time.

Cancellation requests should be submitted through our support team, booking contact channel, or any official cancellation process provided on the website.

A booking is treated as cancelled only after the request has been reviewed and confirmed by our team where required.

Submitting a cancellation request does not automatically guarantee a full refund, as refund eligibility depends on the booking conditions and timing.

Certain bookings may qualify for free cancellation if the request is made within the allowed cancellation window shown during booking or confirmation.

Where a free cancellation window applies, eligible customers may receive a full refund of the amount paid, excluding any non-refundable third-party charges where clearly disclosed in advance.

Free cancellation may not apply to last-minute bookings, premium vehicles, seasonal bookings, custom delivery arrangements, or special promotional rates unless specifically stated.

If a cancellation request is made outside the free cancellation window, the booking may be partially refundable or subject to cancellation charges.

Cancellation charges may reflect reserved vehicle time, blocked availability, delivery planning, payment processing, staffing, or operational costs already committed to the booking.

Any approved partial refund will be calculated according to the booking conditions, applicable deductions, and the stage of service preparation at the time of cancellation.

Some bookings may be marked as non-refundable, discounted, promotional, same-day, high-demand, or special-condition bookings.

Where a booking is clearly identified as non-refundable before payment or confirmation, cancellation may not result in any refund except where required by applicable law.

Customers are responsible for reviewing the payment terms and refund conditions shown during booking before completing payment.

If the customer fails to arrive at the agreed pickup or delivery time without notice, fails to provide required documents, fails verification, or does not complete required payment steps, the booking may be treated as a no-show or failed booking.

No-show bookings may be fully non-refundable or subject to deductions depending on the booking type, reserved vehicle category, and operational commitments already made.

If the customer expects delay, they should contact support as early as possible so the booking can be reviewed or adjusted where feasible.

If we cancel a confirmed booking due to vehicle unavailability, operational failure, safety reasons, verification issues caused on our side, or inability to fulfill the confirmed service, the customer may be offered a replacement vehicle, booking adjustment, credit, or refund depending on the circumstances.

Where no suitable alternative is accepted and the booking cannot be fulfilled by us, an appropriate refund of the amount paid may be issued.

We reserve the right to refuse or cancel bookings where fraud, misuse, false information, compliance concerns, or legal restrictions arise. In such cases, refund eligibility may be limited or denied where legally permitted.

Approved refunds are generally processed back to the original payment method wherever possible.

Refund timing depends on internal review, booking status verification, banking systems, card issuer processing times, payment gateway timing, and the original payment method used.

Even after a refund is approved and initiated, the time for funds to appear may vary depending on the customer's bank or card provider.

We may require reasonable time to review booking records, payment status, delivery activity, damages, pending charges, or fraud-prevention checks before finalizing a refund decision.

Security deposits are separate from booking cancellation refunds and may be handled under the rental agreement after vehicle return and inspection.

Deposit release timing depends on final inspection, fuel level, mileage, outstanding fines, tolls, traffic charges, damage review, smoking or cleaning charges, missing items, extensions, and payment provider processing time.

If there are pending liabilities connected to the rental, part or all of the deposit may be retained, deducted, or temporarily delayed until the matter is resolved.

If a customer believes a payment was processed incorrectly, they should contact our support team first so the matter can be reviewed quickly and fairly.

Submitting a chargeback or payment dispute without first attempting resolution through support may delay the review process and may require us to provide booking records, payment details, signed agreements, or service evidence to the payment provider.

We reserve the right to contest invalid or abusive chargebacks where records show that the booking was valid, the service was reserved or provided, or the customer accepted the applicable terms.

In limited cases, we may review exceptional refund requests relating to documented emergencies, major travel disruption, or other serious circumstances at our reasonable discretion.

Any exception does not create an ongoing obligation to issue refunds outside the normal policy and will be assessed case by case.

For cancellation, refund, deposit, invoice, or payment-related support, customers should contact our support team using the official contact methods shown on the website.

To help us review a request faster, customers should provide their booking reference, full name, contact details, payment date, and reason for cancellation or refund request.