Frequently asked questions

Most fleet and pricing handoffs are category-first, so your quote and confirmation stay focused on the reserved category, branch, dates, package, extras, and total. When an exact-vehicle quote is offered, that page clearly shows the specific vehicle details before checkout.

Before you confirm, use the booking search and quote steps to adjust your branch, return branch, dates, and times. After confirmation, contact support so the team can review availability, pricing, and any policy impacts before changing the booking.

Availability is checked as you search, quote, and confirm. If your preferred category is no longer available before confirmation, return to live results and choose another suitable category or time. If a confirmed reservation needs an operational change, support will contact you with a suitable alternative or reschedule option.

Online bookings may occasionally be paused while the team reviews availability, branch capacity, or operations. In basic request mode, you can send your travel dates, preferred branch, vehicle or category, and contact details. In quote-context enquiry mode, you can search, review a non-binding estimate including selected extras, and send that context to staff. After submission, the active reservation draft is cleared and you receive an enquiry reference; signed-in customers can review the request under Account → Enquiries. Staff will confirm availability and price before any payment is due. A request is not a confirmed booking, does not reserve a vehicle, and does not hold a quote until staff creates a real booking.

Choose Pay now or Pay later on the quote page first. Checkout then shows the currently available rails, which may include pay online, bank transfer or mobile money, and pay at desk where available. Pay now requires the exact full accepted total. Pay later requires the exact accepted deposit first and one exact final payment for the remaining balance by the displayed due time.

Checkout shows the exact accepted Pay now or Pay later initial obligation and transfer or mobile money instructions. After paying, submit the transaction reference from your receipt. The booking remains pending until the exact initial payment is verified. After a Pay later deposit, the account shows one exact final amount, due time, and reference form.

Pay at desk is a way to pay, not a pricing plan. Where available, customers can choose Pay at desk for a Pay later booking deposit, then authorised branch staff record the exact deposit before the deadline. Pay now bookings do not offer Pay at desk and require the exact full initial payment online or by verified transfer. After a Pay later deposit, the complete remaining balance is paid once as the final payment.

Pay later bookings store one exact accepted deposit in the booking currency. Pay now bookings do not show a deposit action; they require the exact full accepted total. A Pay later deposit confirms the booking after it is received or verified, then one exact final payment for the complete remainder is due. Partial or repeated instalment payments are not accepted.

You can cancel a pending or confirmed booking before the pickup time from your account when the policy allows it. Once the pickup time has passed, contact support for help with the booking. Completed bookings are not cancellable online.

Refund eligibility follows the published cancellation tiers. Cancellations within 15 minutes of booking creation are free when pickup has not started. Cancellations at least 24 hours before pickup are free, cancellations 2 to 24 hours before pickup have a 10% fee, and cancellations less than 2 hours before pickup have a 25% fee. See Terms for full details.

Available extras vary by branch, category, and stock. During the quote step you can add supported items such as child seats, additional drivers, cooler boxes, or protection packages, with quantity limits and prices shown before checkout.

Basic protection is included when shown in your quote or booking summary. Optional protection packages, excess details, and upgrade choices are displayed during quote and checkout when they apply to the selected category or vehicle.

Bring a valid driver’s licence and any ID required by local branch policy. Some bookings may need additional checks before handover, especially for high-value rentals, cross-border requests, or selected protection packages.

Yes, where the selected branches and trip details support it. Use the return-branch option during booking, and review any branch-local timing, availability, or surcharge messages before checkout.

Minimum age, licence age, and licence-country requirements can vary by category, vehicle, protection package, and branch policy. Checkout highlights the primary-driver and pickup ID requirements that apply to your booking.

Additional drivers may be allowed depending on branch policy, selected package, and available extras. Add them during quote or checkout when the option is available, and make sure each driver can provide the required licence and ID at pickup.

You can browse, search, and build a quote before signing in. You may be asked to sign in or register before confirming so your reservation, payment status, and cancellation options are protected in your account.

Use the contact page for booking, payment, pickup, or cancellation questions. Include your booking reference if you already have one so support can find the right record quickly.