Last updated: the date of publication
Refunds are issued according to our Cancellation Policy, or where we are unable to fulfil a confirmed booking through no fault of yours (e.g. no suitable vehicle available at the confirmed time).
Refunds are issued to the original payment method where possible: card payments are refunded via our payment processor back to the card used; bank transfer payments are refunded to the account the transfer originated from, or another account you nominate and confirm in writing.
Once approved, refunds are initiated within the applicable number of business days stated in the refund confirmation. Card refunds may take an additional processing period stated by the payment provider to appear on your statement, depending on your card issuer; this portion of the timeline is outside our control.
Where a booking states a non-refundable deposit, that portion is retained regardless of the reason for cancellation, except where we are the party unable to fulfil the booking.
If a trip is cut short for reasons within our control (e.g. a vehicle breakdown that we cannot promptly resolve), we will refund the unused portion on a pro-rata basis. If a trip is cut short at your request or for reasons outside our control, no pro-rata refund applies unless otherwise agreed.
If you believe you were charged in error, contact the support email address stated on this website with your booking or payment reference before initiating a chargeback with your bank — this lets us investigate and resolve the issue directly, which is usually faster.
Refunds relating to a fleet-partner-owned vehicle or a logistics order follow the same process above; any commission already paid to a fleet partner is reconciled against future payouts rather than clawed back from the customer.