Key points
- Cancel at least 48 hours before pick-up: full refund.
- Cancel less than 48 hours of pick-up: we retain no more than one day's vehicle rental charge, capped at our reasonable net loss and refund the rest.
- No-show: we may keep up to the full rental charge, less any costs we save by re-renting the vehicle.
- We initiate refunds within 2 working days; your card issuer usually takes 5 to 10 working days to credit the original payment method.
1. Scope
This policy applies to bookings made with sixtrentcar (SIXT RENT A CAR SL LTD) on our website, by email. It forms part of our Rental Terms & Conditions.
2. Your legal rights
Car rental for specific dates is exempt from the 14-day cancellation period under regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Instead, we give you the cancellation rights below, which are in addition to your statutory rights.
3. How to cancel
Email bookings@sixtrentcar.co.uk quoting your booking reference. Your cancellation takes effect at the time we receive your email. We will confirm your cancellation and refund amount by email.
4. What refund you get
| When you cancel | What we refund |
|---|---|
| At least 48 hours before the pick-up time | Everything you paid, in full |
| Less than 48 hours of the pick-up time | Everything you paid, less the lower of one day's vehicle rental charge and our reasonable net loss |
| You don't turn up or don't contact us (no-show) | We refund all payments less our reasonable net loss, capped at the vehicle rental price. We deduct costs saved and replacement rental income and refund unused extras and unperformed delivery services. We provide the calculation on request. |
| We refuse the rental at handover because the driver doesn't meet our Driver Requirements or lacks the required documents | Treated as a cancellation less than 48 hours |
Cancellation fees compensate for loss; they are not penalties. We take reasonable steps to re-rent the vehicle. No cancellation fee applies if we are responsible for being unable to supply the agreed rental, or if a refusal results from a requirement we did not disclose before you booked. A request withdrawn before contract formation carries no cancellation fee. All times are local UK time at the collection location.
5. Changing your booking
5.1 You can ask to change your dates, times, vehicle category or extras at any time before pick-up. Changes depend on availability.
5.2 If a change makes your booking more expensive, we will ask you to pay the difference before the change is confirmed. If it makes it cheaper and the change is made at least 48 hours before pick-up, we will refund the difference. Changes made less than 48 hours that reduce the rental length are treated as a partial cancellation under section 4.
6. Early returns and extensions
6.1 If you return the vehicle early, we will refund any unused full rental days if we are able to re-rent the vehicle for those days. We also refund costs saved and do not retain more than our reasonable net loss. Your remedies for our breach are unaffected.
6.2 To extend a rental, contact us before your return time. Extensions are charged at your booking's daily rate, if the vehicle is available.
7. If we cancel
7.1 If we cancel your booking, or cannot provide a vehicle in the booked category or a higher one, we will initiate a full refund within 2 working days; your card issuer usually takes 5 to 10 working days to credit your account.
7.2 If a vehicle breaks down during your rental through no fault of yours and we can't replace it, we will refund the unused rental days.
8. How refunds are paid
8.1 We refund to the card you paid with. We process refunds within 2 working days of the cancellation or of agreeing the refund. Your card issuer usually takes 5 to 10 working days to show the refund in your account.
If the original card has expired or been replaced, contact us so we can arrange a verified refund with our payment provider. We do not redirect refunds to an unrelated third party. These processing estimates do not extend a statutory refund deadline where one applies.
8.2 We do not charge any fee for processing a refund.
8.3 Security deposit holds are not payments. They are released, not refunded, as explained in our Security Deposit & Damage Policy.
9. Payment disputes
If you think you've been charged incorrectly, please contact us first at bookings@sixtrentcar.co.uk. We'll look into it and reply within 5 working days. This is usually the quickest way to put things right. Contacting us doesn't affect your right to raise a dispute with your card issuer.
Questions about this policy? Email bookings@sixtrentcar.co.uk or call +44 7862 611228.