Sometimes a trip doesn't go entirely to plan. When a problem is genuinely down to a service failure on our side, you may be entitled to put things right through a refund, an account credit, or a voucher. This article explains when compensation applies, how the amount is worked out, how and when you'll receive it, and how to claim back money you had to spend yourself.
Compensation is there to make good a direct service failure — the loss of use of something you paid for. It follows the rules set out in your Rental Agreement, our Fee Document, and our Customer Satisfaction Commitment, and it is confirmed when we finalize your account at the end of the trip. It is not an admission of liability beyond those terms.
The short version:
- You can be compensated when a service failure is our responsibility and you reported it and followed our guidance at the time.
- It can be a refund, an account credit, or a voucher — and it's capped at your total rental amount.
- Any figure mentioned during the trip is indicative; the final amount is confirmed when we close your account.
- Refunds usually reach your original payment method within about 10–15 business days, depending on your bank.
When am I eligible for compensation?
Two things both need to be true:
- There was a service failure that is our responsibility; and
- You met your side of the process — you told us about the issue while it was happening, followed the guidance we gave to try to resolve it, and completed your Vehicle Validation at pick-up.
Reporting matters because we can only put right a problem we're given the chance to fix. If an issue isn't reported in time, or the guidance we provide isn't followed, it can limit or rule out compensation.
When is compensation not available?
Compensation isn't granted where the issue comes from:
- Misuse or negligence with the vehicle or its equipment, as set out in the on-trip rules of your Rental Agreement;
- Normal wear and tear; or
- Factors outside our control, such as weather, third parties, or force majeure events.
In genuinely exceptional situations — for example pandemics, civil unrest, wars or natural disasters — we may be unable to refund or compensate the booking amount.
What form does compensation take?
Compensation is provided in one of three ways:
- A refund to your original payment method;
- A credit to your account, applied when we close your account after the trip; or
- A voucher, subject to the validity conditions set when it's issued.
Unless we tell you otherwise, compensation is credited to your account and offset against anything you still owe us — only a remaining balance in your favour is refunded.
How is the amount decided?
Where your Rental Agreement or the Fee Document sets a specific amount or service level, that is what applies. Where no fixed amount is defined, we look at:
- how serious the disruption was, and how long it lasted;
- how much it affected your ability to use the van and continue your trip; and
- the reasonable efforts made to resolve it.
Compensation covers the direct loss of use of the service. It does not cover knock-on costs such as accommodation, transport, other bookings or personal expenses, unless we have expressly agreed to them. In all cases, compensation cannot exceed your total rental amount.
I had to pay for something myself during the trip — can I get it back?
You may be reimbursed for a cost you covered on our behalf, provided you follow these steps:
- Get our authorisation before you pay — unless it's a genuine emergency where contacting us first wasn't reasonably possible;
- Obtain a valid invoice or receipt, and ask the provider to include our company details where they can;
- Submit all documentation to us before drop-off and before your account is closed.
We'll then assess the cause of the incident to confirm liability. If proof isn't submitted in time, we can't reimburse the cost. Please also be aware that, in some situations, paying upfront may be a condition of receiving timely assistance.
When is the amount final?
Any figure we mention during your trip is indicative, not a commitment. Refunds and compensation are verified at drop-off and confirmed through the Account Closing Process. If the facts an estimate was based on turn out to be different, we may revise it and send you a corrected final statement of your account.
How and when will I receive my refund?
First, any amounts you owe us — such as damages, fees or penalties — are deducted. Any positive balance remaining in your favor is then refunded to your original payment method.
Refund timelines are indicative and depend on banking systems and payment providers, but typically range from about 5–10 business days. We'll always communicate refunds and compensation through official channels — email or your Client Area.
Can I make another claim for the same issue?
Once compensation for an event has been accepted or processed, that settles the matter — no further claims can be made in relation to the same event, except where applicable law requires otherwise.