Vehicle Availability
When you book with us, you're reserving a vehicle within a category, not a specific make, model, color, or year. All bookings are subject to availability within the category you've selected.
If your booked vehicle is not available
Sometimes, due to circumstances outside our control, we may not be able to provide a vehicle from your reserved category at the scheduled pick up time. This can happen because of delays from previous customers, accidents, theft, breakdowns, severe weather, strikes, or other operational circumstances.
If this happens, we'll always try to find the best possible solution. Our first option is to provide you with a vehicle in the same or a higher category.
A vehicle is considered an upgrade if it offers one or more of the following:
- Automatic transmission instead of manual
- More passenger seats
- A higher vehicle category based on our internal classification
If an upgrade isn't available, we'll offer one of these alternatives:
- Downgrade: We'll provide a vehicle from a lower category and refund the difference in price.
- Reschedule: We'll move your reservation to different dates for your original vehicle category, subject to availability. Any applicable rate differences may apply.
- Cancel your booking: You'll receive a full refund of everything you've paid.
If no suitable alternative is available, we may need to cancel the booking and issue a full refund.
When you'll be informed
Whenever possible, we'll let you know about your allocated vehicle as soon as we can. Our goal is to confirm it no later than 48 hours before your scheduled pick up, although this may vary depending on operational circumstances.
If you want to change your vehicle
This policy applies when we need to substitute your vehicle because of availability.
If you'd like to request a different vehicle yourself, please refer to our Booking Modifications, Add-ons & Cancellation, as different conditions apply.
For more detailed information about vehicle availability and substitutions, please refer to our Terms and Conditions.