Refund & Cancellation Policy

🧾 1. Our role: independent assistance

RentalCarsGo is an independent car rental assistance and reservation support service. We are not a rental car company. We do not own vehicles, and we do not process payments directly for rental bookings. When you book a car through our assistance, you pay the rental provider (e.g., the car rental company at the counter or their booking platform).

This means:

• We do not collect rental payments or security deposits. Those funds go directly to the rental company.
• We do not set the rental company’s cancellation, no-show, or refund policies.
• Any refund of rental charges must be handled by the rental provider according to their terms.

💰 2. Service fees (our charge)

In some cases, we may charge a separate, transparent assistance or booking fee for our support service. If applicable, this fee is clearly disclosed during the call before you confirm. This fee covers our time, access to comparison tools, and 24/7 support.

• If you cancel before the rental provider confirms your booking: Any assistance fee paid may be fully refunded. Call us immediately.
• After a successful booking is confirmed with the provider: The assistance fee is generally non-refundable because we have already performed the service (secured your reservation). However, exceptions may apply if the provider cancels your rental due to error on their part — contact us and we will review.
• We never charge a "cancellation fee" — only the assistance fee described above.

If no assistance fee was charged, there is nothing to refund from us — any refund would come from the rental provider.

🏢 3. Rental provider cancellations & refunds

Each rental company (e.g., Enterprise, Hertz, Avis, or local independents) has its own cancellation and refund policy. These policies vary widely. Common scenarios:

• Free cancellation (within time limit): Many providers allow cancellation up to 24-48 hours before pickup without penalty. If you cancel within that window, the provider should issue a full refund (minus any non-refundable prepaid rate).
• Prepaid / advance pay rates: If you chose a prepaid rate (often cheaper), it may be non-refundable or partially refundable. We will explain this during booking.
• No-show: If you do not show up and do not cancel, the provider typically charges a no-show fee (often one day’s rental or full amount for prepaid).
• Provider-initiated cancellation: Rarely, a provider may cancel due to overbooking or vehicle unavailability. In that case, you are entitled to a full refund from them, and we will help you find alternatives.

What we do: We will always explain the provider’s cancellation terms before you book. If you need to cancel, call us and we will confirm the process and help contact the provider. We cannot issue refunds on their behalf, but we advocate for you.

📞 4. How to cancel or request a refund

To protect your rights, follow these steps:

1. Call us immediately at +1 (774) 373-9591. Our agents are trained to handle cancellations and will explain your options based on the provider’s policy.
2. If the booking is already confirmed, we will provide the provider’s direct cancellation number and reference ID. In many cases, we can cancel on your behalf (with your confirmation).
3. If a refund is due from the rental provider, we will guide you on how to obtain it. For prepaid bookings, the provider usually processes the refund to your original payment method within 7-10 business days.
4. If our separate assistance fee is eligible for a refund (see Section 2), we will process it within 5 business days after approval.

🚫 5. When refunds are not possible

• No-show / missed pickup: If you do not cancel and do not pick up the vehicle, the provider will typically keep your payment (or charge a no-show fee). We cannot reverse that.
• Change of mind after free period: If you cancel after the provider’s free cancellation window, the provider may retain part or all of the rental cost. We will inform you of this risk.
• Provider-specific non-refundable rates: Some promotional or prepaid rates are explicitly non-refundable — we highlight this during booking.
• Assistance fee after work completed: Once we have successfully secured a confirmed booking, our assistance fee is earned and generally non-refundable.

⚖️ 6. Disputes and chargebacks

If you believe a charge from a rental provider is incorrect, you must first attempt to resolve it with the provider. We can assist by providing documentation (e.g., booking confirmation with terms). If you have paid an assistance fee to us and believe it was in error, please contact us immediately. Filing a chargeback without contacting us may delay resolution; we are here to help.

🆘 7. Emergency or exceptional situations

We understand that emergencies happen (illness, flight cancellations, weather). While we cannot override rental provider policies, we will do our best to mediate. In some cases, providers may make exceptions with proper documentation (e.g., medical note). Call us — we’ll advocate for you.

📱 8. Contact us for refund help

For any cancellation or refund question, the fastest way is to call. Our team is trained to handle these requests and will guide you step by step.

• 📞 Phone: +1 (774) 373-9591 (24/7)
• 📧 Email (for documentation): refunds@rentalcarsgo.site (include your name, rental date, and provider)

We aim to respond to all email inquiries within 24 hours. For urgent cancellations, always call.