Cancellation & Refund Policy
1. Standard cancellations
Refunds depend on how far ahead of your scheduled pickup you cancel:
- 48 hours or more before pickup — full refund
- Between 1 and 48 hours before pickup — 30% refund
- Less than 1 hour before pickup — no refund
2. Modifications
Changing your dates or pickup/drop-off time is free if requested 48 hours or more before pickup. Changing the vehicle category is subject to availability and any price difference. Location changes may incur an additional delivery fee.
3. No-shows
We hold your vehicle for 2 hours past the scheduled pickup time. If you haven't arrived or contacted us by then, the reservation is released and any amount already paid is forfeited.
4. Early returns
Rentals have a 24-hour minimum period. If you return the vehicle early, unused full days are refunded at 50% of the daily rate; promotional or discounted rates and add-ons (insurance, GPS, child seat, etc.) are non-refundable.
5. Extensions
To extend your rental, let your concierge know at least 24 hours before your scheduled return time. Extensions are subject to vehicle availability, and the rate applicable at the time of the extension will apply to the extra days.
6. Force majeure and travel disruption
We handle cancellations due to natural disasters, severe weather, government travel restrictions, or documented medical emergencies on a case-by-case basis, and will offer a full refund or free rebooking where reasonable. For flight delays we extend the no-show grace period; for flight cancellations we offer free rebooking of your reservation.
7. How refunds are processed
Most VITI CAR bookings require no online payment and no deposit — you simply pay when you pick up the vehicle, so there is nothing to refund if you cancel. If you did pay online in advance for any part of your booking, that amount is refunded to your original payment method, typically within 5–10 business days (card refunds can take 1–2 billing cycles to appear). To cancel or modify a reservation, contact your concierge on WhatsApp, by phone, or by email — see the Contact page for details.
Last updated: August 2026