Cancellation and refund policy
Plans change, and we understand. This page explains exactly what happens to your money when you cancel, change or shorten a booking.
Cancelling a booking
| When you cancel | What you pay | What you get back |
|---|---|---|
| 24 hours or more before pick-up | Nothing | 100% of what you paid |
| Less than 24 hours before pick-up | 20% of the booking amount | 80% of what you paid |
| No-show (you do not collect the car) | One day's rental | The rest, after one day is deducted |
The security deposit is never part of the cancellation fee: if a deposit was taken, it is released in full.
How to cancel
- Online: open the link in your confirmation email, choose Cancel booking and confirm. You will receive a cancellation confirmation straight away.
- By phone or message: call or WhatsApp any branch with your booking number.
The time of cancellation is the moment we receive your request, not the moment we reply.
Changing your dates or car
You can change the dates, vehicle or add-ons of an unpaid or paid booking at no charge up to 24 hours before pick-up, subject to availability. If the new total is higher, you pay the difference; if it is lower, we refund the difference. Changes inside 24 hours are handled as a cancellation plus a new booking.
Returning early
If you bring the car back before the agreed return date, we charge the days you used and refund the unused full days at the daily rate, minus the difference between the daily and weekly or monthly rate if a long-rental discount was applied. Hourly leftovers are not refunded.
If we cancel or cannot provide your car
If we have to cancel, for example because the vehicle is damaged or unavailable, we will offer a similar or better vehicle at no extra cost, or a full refund including any deposit and prepaid add-ons. If we cannot offer a suitable alternative within two hours of your pick-up time, we will also give you a credit of one day's rental for your next booking.
How refunds are paid
- Refunds go back to the original payment method.
- Card refunds are issued within 3 working days and usually appear within 5 to 10 working days, depending on your bank.
- Cash payments are refunded at the branch or by bank transfer if you prefer.
- You will receive an email each time a refund is issued, with the amount and reference.
Questions?
If you believe a fee was charged in error, write to us within 30 days with your booking number. We will review the photos, notes and messages on the booking and reply within two working days.