Return / Refund Policy
We are committed to providing a quality service and aim for complete customer satisfaction. In the event of cancellation, any refunds, credits or cancellation charges that apply are detailed in the terms and conditions of the Third Party Provider of your selected vehicle. In the event you are unsatisfied with our booking service, please contact us within 48 hours of placing your booking or request and we will work to resolve any issues and determine if compensation is due. In the event you have completed your rental and are unhappy with your vehicle, we are happy to assist you in seeking compensation from the Third Party Provider.
Sometimes a booking may need to be cancelled because of circumstances beyond either party’s control. For example, a weather event, public health event (including epidemic/pandemic), medical emergencies, strike, terrorist act, governmental, regional or local authority restrictions (such as restrictions on movement due to the COVID-19 pandemic) or a change in law. If this occurs, your entitlement to a credit or refund will be as provided in your Third Party Provider’s terms and conditions.
You agree that you will raise and resolve any dispute over refunds or cancellations in respect of your booking (whether initiated by you, the Third Party Provider or by circumstances beyond the reasonable control of either party, including as a result of government travel restrictions, the COVID 19 pandemic or the insolvency of your Third Party Provider) directly with the Third Party Provider. Once you have made payment for your booking, you must not seek to reverse or cancel such payment through your card issuer or its agents without our prior consent.
We shall only be liable to provide a refund to you (whether that cancellation is initiated by you, the Third Party Provider or due to circumstances beyond the reasonable control of either party, including as a result of government travel restrictions, the COVID 19 pandemic or the insolvency of your Third Party Provider) to the extent that we actually receive a refund from the relevant Third Party Provider. Where refunds are due to you from a Third Party Provider, we will provide reasonable assistance to you in claiming such funds from that Third Party Provider. In that situation, you authorise us to seek such refunds from the travel provider directly and on your behalf.
Where a refund is applicable, the turnaround time from the date of your request for refund to the date you are provided with your refund may take up to 12 weeks. This is beyond our control.
We are not responsible (including in negligence) to you for any failure or delay on the part of any Third Party Provider in providing travel products to you where the booking has been properly processed.