Refund Policy

Last Updated: June 1, 2024

At OzWheels, we understand that plans can change. This Refund Policy outlines the terms and conditions regarding refunds for our car and motorcycle rental services. By making a reservation with OzWheels, you agree to the terms of this Refund Policy.

1. Reservation Cancellations

1.1. Standard Reservations

Our refund policy for standard reservations is based on the timing of your cancellation relative to your scheduled pick-up time:

1.2. Special Rate Reservations

Reservations made under special promotional rates or discounts may have different cancellation policies. These will be clearly stated during the booking process and in your confirmation email.

1.3. Long-Term Rentals

For rentals of 14 days or longer, the following cancellation policy applies:

1.4. Cancellation Process

To cancel a reservation, you must notify us through one of the following methods:

• Online: Through your account on our website
• Email: Send a cancellation request to [email protected]
• Phone: Call us at +596317095636
• In-person: Visit one of our rental locations

All cancellation requests must include your reservation number and contact information. The cancellation time will be recorded based on when we receive your request.

2. Reservation Modifications

2.1. Changing Reservation Dates

If you need to change the dates of your reservation:

• Changes made more than 48 hours before the scheduled pick-up time can usually be accommodated without penalty, subject to vehicle availability.
• Changes made less than 48 hours before the scheduled pick-up time may incur a modification fee and are subject to vehicle availability.
• If the new rental period is shorter than the original booking, our early return policy will apply.
• If the new rental period is longer than the original booking, additional charges will apply based on our current rates.

2.2. Changing Vehicle Type

If you need to change the type of vehicle you have reserved:

• Upgrading to a more expensive vehicle category is subject to availability and will incur additional charges based on the price difference.
• Downgrading to a less expensive vehicle category will result in a refund of the price difference, subject to our standard cancellation timeframes.

3. Early Returns

3.1. Standard Early Returns

If you return the vehicle earlier than the scheduled return date and time:

• For rentals less than 7 days: No refund will be provided for unused days.
• For rentals of 7-13 days: A partial refund of 25% may be provided for unused complete days.
• For rentals of 14 days or longer: A partial refund of 50% may be provided for unused complete days.

3.2. Early Returns Due to Mechanical Issues

If you need to return the vehicle early due to mechanical issues not caused by the renter:

• You will receive a full refund for the unused rental period.
• We will make reasonable efforts to provide a replacement vehicle. If we cannot provide a suitable replacement, a full refund for the unused period will be issued.

4. Non-Refundable Items

The following items are non-refundable under all circumstances:

• Additional insurance or coverage options purchased
• Rental equipment (GPS, child seats, bike racks, etc.)
• Cleaning fees for vehicles returned in an excessively dirty condition
• Fuel replacement charges
• Administration fees for traffic or parking violations
• Damage repair costs not covered by insurance
• Late return fees

5. Refund Process and Timing

5.1. Refund Methods

Refunds will be processed to the original payment method used for the reservation:

• Credit card refunds: Processed back to the original credit card used for payment
• Electronic bank transfers: Processed back to the originating bank account
• Other payment methods: Refunded as per the specific payment provider's policies

5.2. Refund Timing

The timing of refunds depends on your payment method:

• Credit card refunds: Typically processed within 3-5 business days, but may take up to 10 business days to appear on your statement depending on your credit card issuer.
• Electronic bank transfers: Typically processed within 5-7 business days.
• Other payment methods: Timing varies according to the payment provider's policies.

6. Force Majeure

In the event of force majeure (natural disasters, severe weather conditions, civil unrest, etc.) that prevents you from using our services or requires us to cancel your reservation, we will offer one of the following options:

• Full refund of your rental payment
• Credit towards a future rental valid for 12 months
• Rebooking for alternative dates without penalty, subject to availability

7. Exceptions and Special Circumstances

We understand that special circumstances may arise. In cases of:

• Medical emergencies (with valid documentation)
• Death in the family (with valid documentation)
• Military deployment (with valid documentation)
• Flight cancellations or significant delays (with valid documentation)

We may, at our discretion, offer more flexible refund terms than our standard policy. Each situation will be evaluated on a case-by-case basis.

8. Disputed Charges

If you believe you have been charged incorrectly or have any questions about charges on your rental:

• Contact our customer service team within 30 days of the charge.
• Include your reservation number and details about the disputed charge.
• We will investigate the issue and respond within 10 business days.
• If an error is confirmed, we will process a refund immediately.

9. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after such modifications constitutes your acceptance of the updated Refund Policy.

10. Contact Us

This Refund Policy was last updated on June 1, 2024.