At E-Car Rental, we aim to provide a transparent and fair refund process for all our customers. This Refund Policy explains the conditions under which refunds may be issued for vehicle bookings made through our website.

1. Booking Payments

When a booking is confirmed, customers may be required to make either a partial deposit or full payment depending on the vehicle type and rental duration. All payments are processed securely through our approved payment systems.

2. Cancellation by Customer

Customers may cancel their booking by contacting our support team or through the booking platform.

• More than 48 hours before pickup: Customers may be eligible for a full refund, excluding any payment processing fees.
• 24–48 hours before pickup: A partial refund may be issued depending on the booking terms.
• Less than 24 hours before pickup: Refunds may not be available due to reservation and preparation costs.

3. No-Show Policy

If a customer fails to collect the vehicle at the scheduled pickup time without prior notice, the booking will be considered a no-show, and the payment may be non-refundable.

4. Cancellation by the Company

In rare circumstances, we may need to cancel a booking due to vehicle unavailability, safety concerns, or unforeseen operational issues. In such cases, customers will be offered:

• A full refund, or
• An option to reschedule the booking, subject to availability.

5. Early Return of Vehicle

If a vehicle is returned earlier than the agreed rental period, unused rental time may not be refundable unless otherwise agreed in writing at the time of booking.

6. Refund Processing Time

Approved refunds will be processed through the original payment method used during booking. Depending on the payment provider and bank processing times, refunds may take 5–10 business days to appear in the customer’s account.

7. Contact for Refund Requests

For refund requests or booking changes, please contact our support team through the contact details provided on our website. Our team will review each request in accordance with this policy and applicable consumer laws in New Zealand.