Explanation about our refund and cancellation policy
Cancellations and Refunds
If the user wishes to cancel his / her reservation, he/she must contact the agent in writing by sending an e-mail to customerservice@orbitcarhire.com. Phone cancellations will not be accepted. Cancellation may be submitted only through the agent's reservation system and not through the selected car rental agency. The cancellation of a reservation means that the user is also cancelling any additional services that they have reserved through the reservation system. In the event of a cancellation or change in the reservation, the agent shall not be liable for any pecuniary loss resulting from changes in the monetary exchange rate during the time between the original reservation and the subsequent change or cancellation of the reservation.
Cancellation of Fully Prepaid Bookings
If the user cancels 48 hours or more before the rental is due to start, the money paid will be refunded;
If the user cancels within less than 48 hours before the pick-up, part of the money paid will be refunded (money paid decreased by the cost of 3 days) if the value of money paid exceeds the costs of 3 days' rental. If the user has booked the car for less than 3 days, there will not be any additional charge, but the user will not receive any refund;
If the user fails to turn up at the agreed time and date, and/or provide all the necessary documentation, and/or provide a credit card with sufficient available funds on it, the car hire company may refuse the pick-up of the car. If that happens:
If the user shall call the agent from the counter, the money paid will be refunded, minus the cost of 3 days' rental;
If the user does not call the agent immediately from the counter, the user will not receive any refund (if it is after the pick-up date).
Cancellation of Deposit Bookings
If the user cancels 48 hours or more before the rental is due to start, the user will receive a refund of the money paid;
If the user cancels less than 48 hours in advance, the user will not receive any refund.
No-Show
A "No-show" is when the user:
Fails to pick the car up at the arranged location, time and date; or
Fails to provide the documentation that is required to pick the car up; or
Fails to meet supplier's Terms and Conditions; or
Fails to provide a valid, acceptable credit card in the user's name with sufficient available funds on it;
In all these cases, the user will receive no refund of the money paid.
The car rental agency reserves the right to refuse the car to any user who fails to arrive on time fails to provide all the necessary documentation and/or information or fails to provide a credit card with sufficient available funds for the security deposit. In such cases, unless the rental has been cancelled in advance, the user will not be entitled to a refund.
The prices are based on the pick-up and drop-off times and dates that the user arranges before the rental starts. If the user picks the car up any later or brings the vehicle back any earlier, the user will not receive a refund for the unused hours or days.
Vehicle Condition
You must return the vehicle in the same condition as it was when you received it. The Supplier will charge you at their own rates for any excessive staining/soiling and/or for both internal and external damage (including strong smells). You are responsible for inspecting the vehicle upon pick-up/drop-off and for the cost of any new damage found at the end of your rental period.
If the vehicle requires more than the Supplier's usual cleaning, you will be subject to a special cleaning fee. Please contact us directly for details.
Please check with the Supplier at the time of vehicle pick-up for details on how to report damage, collisions, theft, vehicle confiscation, impounding, etc. Failure to comply with the correct procedure may result in your insurance coverage becoming invalid and/or the Supplier terminating the rental.
Vehicle Group / Model
The make and model of the car displayed are only guaranteed if it is clearly stated so in the offer. Generally, the particular car displayed on the voucher is only for reference and the Supplier reserves the right to substitute it for an alternative, similar or upgraded car. If the vehicle on your voucher becomes unavailable at the time of booking due to a breakdown or an accident, the Supplier will provide you with a similar or upgraded vehicle.
Safety Equipment
Please keep in mind that you must use the correct kind of safety equipment as required by law in your destination country, so we strongly advise you to familiarise yourself with the requirements before travel and book necessary extras (such as baby seats) beforehand. If you book any type of child seat, most Suppliers will not install it in the rental vehicle and you will be responsible for fitting it yourself.
Lost, Damaged and Stolen Items
You are responsible if the key(s) are lost or damaged and due to pay a penalty fee to the Supplier of the vehicle. Please keep in mind that if you do not return the keys to the Supplier when the car is stolen, your insurance is deemed void and you might be held responsible for the full value of the vehicle. It is important to keep an eye on the keys as it is impossible to steal some newer models without them. In order not to direct any potential thieves to the details of your rental vehicle, it is highly recommended that you take all rental tags off the key(s) and keep them in the glove box until returning the car. Let it be noted that key(s) refers to all types of keys and key cards.
Booking Amendments
You must inform us of amendments before your rental period is due to start. Please keep in mind that fees may apply.
Complaints
Please refer to our general Terms of Service for details regarding complaints. If the complaint raised lies with the Supplier, we will inform you how to directly file your complaint with them but will not be able to respond to specific points raised by you.