This policy applies to both car rental bookings and transport-with-driver bookings made through ShiftVoy, and forms part of our Terms and Conditions.
Booking held but not paid
A reservation that is not paid within 15 minutes of being made is released automatically and nothing is charged. You can also cancel an unpaid reservation yourself at any time before paying.
Free cancellation window
Cars and transport services marked “Free cancellation” can be cancelled without charge up to the number of hours shown on that listing before your pick-up time or trip start time (typically 48 hours, though a company may set a different window, always shown before you book). Your booking deposit is refunded in full, to the card or payment method you used, when you cancel within this window.
Late cancellation and no-show
If you cancel after the free cancellation window, or the booking has no free cancellation, the booking deposit is not refunded. The deposit is also not refunded if, for a car rental, you do not collect the car, or, for a transport booking, you or the lead passenger do not show up at the agreed pick-up time and place, or cannot show the identity document requested under our Terms.
If the company cancels
If the rental or transport company declines your booking, does not confirm it within the time stated on your booking, or cancels it after confirming, you are refunded in full and, where practical, we will help you find a comparable alternative.
Changing your booking
To change your dates, vehicle, route or pick-up place, cancel the existing booking under this policy and make a new one. For smaller changes, such as adding a driver, an extra, or a stop, contact the company directly using the reference on your booking; the company may charge for changes it agrees to outside your original booking.
How refunds are paid
Refunds are paid back to the original payment method, in the currency the payment was made in. How long the money takes to reach your account depends on your bank or card issuer, and is outside our control.
The balance and any security deposit
For car rentals, the balance of the price and any separate security deposit are paid to the rental company at pick-up and are not part of the online booking deposit; the rental company’s own terms govern the refund of that security deposit. For transport bookings, any balance is paid to the transport company as shown on your booking.
Exceptional circumstances
If a booking cannot go ahead because of circumstances outside anyone’s reasonable control, for example severe weather, a border closure, or a safety or security situation, contact us and we will work with the company to offer a full refund or a rebooking wherever we reasonably can, even outside the free cancellation window.