Can I get a refund if I return my car early?
I got charged extra at the location, how do I claim?
Opening a case about post-rental queries
Customer received a downgrade, how to get a partial refund?
Customer was refused to collect the car. How do to claim the refund?
How to get a receipt for the booking?
Can I get a refund if I return my car early?
The price is based on the pick-up and drop-off times that the customer arranges before the rental starts. If a customer picks the car up any later or brings it back any earlier, they will not receive a refund for unused hours or days.
This is because we will have committed to the whole booking on their behalf, and the car hire company will have been expecting the car to be used for the whole period. They will have planned their cars and parking needs around the original booking.
I got charged extra at the location, how do I claim?
- Step 1: Customer needs to review the rental paperwork, specially:
1) Booking confirmation email
The booking confirmation is a summary of the rental. It should show what they agreed to pay for when they booked the car. If you turned up and took a car on the spot, you may still have an email confirmation.
2) Rental agreement signed at the counter
This will summarise the terms and conditions of the car hire, including any extras bought at the counter (such as an additional driver or extra insurance) and list any fees the customer agreed to pay if anything went wrong. Checking the rental agreement might explain immediately why you’ve had an unexpected charge.
3) Check-out and check-in forms
The car’s check-out form describes the state of the car when the customer was given the keys. It should show any previous damage, the car’s mileage and how much fuel it had in the tank.
The check-in form is the confirmation of the state the customer returned the car. Car hire companies highlight any damages on this document.
Step 2: Think about your trip
- Could you have got a speeding fine or did you go through an electronic toll station without paying?
- Traffic, toll and parking fines can take a while (up to a year in some cases!) to come through. But the rental company will charge an administrative or processing fee straight away.
Opening a case about post-rental queries
We can only handle post-rental queries after the drop-off date, even if the customer didn’t collect the car.
- Step 1 : Go on Manage booking as per introduction
- Step 2 : Retrieve your booking and select “Customer Service”
- Step 3: Get started and answer all questions
- Step 4 : Select why you are contacting us, select the currency and advise the amount for the extra charges
- Step 5: Advise - if you know - the reason why the extra was charged
- Step 6: Depending on the reason, follow the form or open an enquiry
Customer received a downgrade, how to get a partial refund?
- Step 1 : Go to Manage booking
- Step 2 : Retrieve your booking and select “Customer Service”
- Step 3: Get started and answer all questions
- Step 4 : Select why you are contacting us
- Step 5: Open an enquiry
In the event that there is damage to the vehicle during my rental, what steps do the customer need to follow?
Customers must inform the car hire company straight away if the rental car is damaged.
When the customer returns the car, the supplier will check it, and charge for any damage. They'll do this by keeping some or all of the security deposit - and if necessary, charging the main driver’s credit card with the remaining balance.
Customers can find the details of the excess amount (the maximum amount they can be charged for some damages) in the booking’s terms and conditions.
If a customer purchased our Full Protection Insurance, where can they claim for damages to the rental car?
- Step 1 : Go to Manage booking
- Step 2 : Retrieve your booking and select “Customer Service”
- Step 3: Get started and answer all questions
- Step 4: Click on ‘I’d like to claim on Full Protection by Rentalcars.com’
- Step 5: Fill the form
Customer was refused to collect the car. How do to claim the refund?
The car hire company may refuse you the car due to different reasons :
- you fail to turn up at the agreed time and date
- You fail to meet the driver age requirements
- You fail to provide all the necessary documentation
- You fail to provide a credit card in the name of the main driver with enough available funds on it for the car’s deposit
If that happens, you will need to call us from the counter, the money you’ve paid will be refunded, minus the cost of a 3 days rental.
** If you do not call us from the counter, you’ll receive no refund **
How to get a receipt for the booking?
- Step 1 : Click on “Manage booking”
- Step 2 : Select “Email receipt”
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