Refund Policy

This refund policy explains when refunds may be issued and how refund requests are handled. It applies to all vehicle hire bookings and related services. By making a booking you agree to this policy.

1. General refund principles

Refunds are assessed based on the booking details hire status and any costs already incurred. We aim to handle refunds fairly and in line with UK consumer law. Refunds are not automatic and depend on the circumstances described below.

Refunds relate only to amounts paid for hire services. We do not refund indirect costs such as travel accommodation or third party losses.

2. Refunds before hire begins

If your booking is cancelled before the hire start date you may be eligible for a refund. The amount refunded depends on when the cancellation is received. Cancellation charges may apply as set out in our cancellation policy.

Any non refundable costs already incurred may be deducted. This can include payment processing fees licence checks or delivery arrangements. Where a refund is due we calculate it after deducting applicable charges.

3. Refunds after hire has started

Once the vehicle has been handed over refunds are limited. You must pay for the hire period used. Early return of a vehicle does not automatically result in a refund.

Refunds after handover are considered only in specific cases. This may include a serious mechanical fault not caused by misuse. Any refund is based on unused hire time only. We may deduct reasonable costs already incurred.

4. Vehicle issues and service failures

If a vehicle becomes unavailable before handover due to breakdown or safety concerns we will refund the hire price paid. Where possible we may offer a replacement vehicle. If you accept a replacement a refund may not apply.

If a fault occurs during hire and we cannot reasonably provide a replacement or resolution we may consider a partial refund. We assess each case individually. We do not refund where issues arise from misuse unauthorised use or breach of terms.

5. Deposits and pre authorisations

Deposits and card pre authorisations are used to cover potential charges. Refundable deposits are released after the vehicle is returned inspected and cleared.

We may deduct amounts for damage excess cleaning fuel penalties tolls or unpaid fees. Some charges may take time to confirm. We may delay part of a deposit refund until all charges are finalised.

6. Method and timing of refunds

Approved refunds are normally made to the original payment method. We do not issue cash refunds. Refund processing times depend on your bank or card provider.

We aim to process refunds promptly once the amount is agreed. This is usually within a reasonable number of working days. We are not responsible for delays caused by payment providers.

7. Non refundable items

Some charges are non refundable. These may include administration fees delivery charges already completed verification checks and third party services.

Where non refundable items apply we will explain this at booking or in related policies.

8. Disputes and errors

If you believe a refund amount is incorrect contact us promptly. Provide your booking reference and supporting details. We will review the matter and respond within a reasonable time.

This policy does not affect your statutory rights under UK consumer law. Where those rights apply they take priority.