Refund Policy Daily Vehicle Rentals Ltd

1. INTRODUCTION

Daily Vehicle Rentals Ltd is committed to providing exceptional service to our customers. We understand that circumstances may arise requiring cancellations or modifications to your rental arrangements. This Refund Policy outlines the terms and conditions under which refunds may be granted, in alignment with our Terms and Conditions and Privacy Policy.

2. DEFINITIONS

  • Rental Agreement: The contract between Daily Vehicle Rentals Ltd and the customer detailing the terms of the vehicle hire.
  • Prepaid Booking: A reservation where the rental fee is paid in full at the time of booking.
  • Pay-at-Pickup Booking: A reservation where the rental fee is paid at the time of vehicle collection.
  • No-Show: Failure to collect the vehicle within the specified time without prior notice.
  • Excess: The amount the customer is liable for in the event of damage to or loss of the rental vehicle.

3. GENERAL REFUND CONDITIONS

Refund eligibility is determined by the type of booking and the timing of the cancellation:

3.1 PREPAID BOOKINGS

  • Cancellation more than 48 hours before pickup: Eligible for a full refund minus a £50 administrative fee.
  • Cancellation between 24 and 48 hours before pickup: Eligible for a 50% refund of the total rental fee.
  • Cancellation less than 24 hours before pickup: No refund will be issued.

3.2 PAY-AT-PICKUP BOOKINGS

  • Cancellation before pickup: No charges apply; however, a courtesy notification is appreciated.
  • No-Show: A fee equivalent to one day’s rental charge will be applied.

3.3 EARLY RETURNS

  • Unused Rental Days: Refunds will not be provided for unused days if a vehicle is returned earlier than the agreed rental period.

4. NO-SHOW POLICY

If a customer fails to collect the vehicle within 2 hours of the scheduled pickup time without prior notification, the reservation will be considered a no-show, and no refund will be issued.

5. VEHICLE UNAVAILABILITY

In the unlikely event that the reserved vehicle is unavailable at the time of pickup, customers have the following options:

  • Alternative Vehicle: Accept a different vehicle at the same rate or adjust the rate accordingly.
  • Full Refund: Receive a full refund of any prepaid amounts.
  • Reschedule: Arrange a new rental period without additional charges.

6. COLLISION DAMAGE WAIVER (CDW) AND EXCESS

Our rental agreements include a Collision Damage Waiver (CDW) with an excess amount, as detailed in your rental agreement. Customers may opt to reduce their liability by purchasing an excess waiver policy at an additional daily rate. This policy reduces the CDW excess liability by 90%, subject to approval and availability. Please note that the excess waiver may not be available for all customers or vehicles and is subject to application.

7. NON-REFUNDABLE CHARGES

The following charges are non-refundable:

  • Administrative Fees: Processing and administrative charges incurred during booking or cancellation.
  • Insurance Fees: Once the rental period has commenced, insurance fees are non-refundable.
  • Government Taxes and Surcharges: Any applicable taxes, tolls, or surcharges.

8. EXCEPTIONAL CIRCUMSTANCES

Refunds may be considered under exceptional circumstances, including but not limited to:

  • Medical Emergencies: With valid documentation.
  • Flight Cancellations: Affecting rental pickup, with proof.
  • Severe Weather Conditions: Preventing safe travel.

9. REFUND PROCESSING

  • Timeframe: Refunds will be processed within 7-14 business days from the date of approval.
  • Method: Refunds will be issued using the original payment method.
  • Bank Processing Times: May vary depending on the customer’s financial institution.

10. DATA PROTECTION AND PRIVACY

In accordance with our Privacy Policy, any personal data collected during the booking and refund process will be handled securely and used solely for the purposes of processing your refund and complying with legal obligations.

11. CONTACT INFORMATION

For refund requests or inquiries, please contact us through the following channels:

  • Email: support@dailyvehiclerentals.com
  • Phone: +44 020 3307 5389
  • Office Address: Westwood Park Trading Estate, London, W3 0TH

12. AMENDMENTS TO THIS POLICY

Daily Vehicle Rentals Ltd reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting on our website. Customers are encouraged to review the policy periodically to stay informed of any updates.

13. GOVERNING LAW

This Refund Policy is governed by the laws of the United Kingdom. Any disputes arising from or related to this policy shall be subject to the exclusive jurisdiction of the courts of the United Kingdom.

14. ACCEPTANCE OF TERMS

By making a booking with Daily Vehicle Rentals Ltd, you acknowledge that you have read, understood, and agreed to this Refund Policy, as well as our Terms and Conditions and Privacy Policy.

15. ADDITIONAL PROVISIONS

  • Fuel Policy: Vehicles are supplied with a full tank of fuel. Customers must refuel the vehicle prior to return. Failure to do so will result in a refueling charge of £1.75 per litre plus VAT.
  • Smoking Policy: Smoking is prohibited in all rental vehicles. A cleaning fee of £50 plus VAT will be applied if evidence of smoking is found.
  • Identification Requirements: Customers must present a valid driving licence and two forms of address verification (e.g., utility bills) dated within the last three months. The address must match the driving licence.

16. LIABILITY

Customers are responsible for any damage to or loss of the rental vehicle, up to the excess amount specified in the rental agreement. This includes but is not limited to damage resulting from accidents, theft, or vandalism. Optional excess waiver policies are available to reduce this liability.

17. DISPUTE RESOLUTION

In the event of a dispute regarding a refund, customers are encouraged to contact our customer service department. We will make every effort to resolve the issue amicably. If a resolution cannot be reached, the matter may be escalated to the appropriate legal authorities.

18. SEVERABILITY

If any provision of this Refund Policy is found to be unenforceable or invalid, the remaining provisions shall remain in full force and effect.

19. ENTIRE AGREEMENT

This Refund Policy, together with our Terms and Conditions and Privacy Policy, constitutes the entire agreement between the customer and Daily Vehicle Rentals Ltd regarding refunds and supersedes any prior agreements or understandings.

20. ACKNOWLEDGMENT

By proceeding with a booking, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

21. CONTACT US

If you have any questions or concerns about this Refund Policy, please do not hesitate to contact us:

Email: support@dailyvehiclerentals.com