Refund and cancellation policy
1. Advance Payment Policy
This policy applies to all vehicle rental bookings and rentals made through www.carrentia.com or directly at any Carrentia branch. Please read this policy in conjunction with the Terms and Conditions at www.carrentia.com/terms. By placing a booking, the Renter is deemed to have read and accepted this policy in its entirety.
- All bookings require an advance payment to confirm the service.
- Advance payments are strictly non-refundable under any circumstances, including cancellations by the Renter, change of mind/plans, travel delays, or any force majeure events.
- The advance payment is used for reserving the vehicle, scheduling staff, and handling non-reversible administrative operations.
- The Renter is required to pay the full rental amount in advance via credit card, with a pre-authorisation security deposit hold required on the day of vehicle collection.
2. Renter Cancellation Policy
2.1 Pre-Paid Online Bookings
- No refunds are issued for cancellations, modifications, or no-shows made within forty-eight (48) hours of the scheduled vehicle collection time.
- No refunds are provided for early returns on pre-paid bookings.
2.2 Non Pre-Paid Bookings
- Advance Deposit: Non-refundable under all circumstances.
- Payments Exceeding the Deposit: May be eligible for a refund of the remaining balance, subject to the deduction of all actual costs incurred, as specified under company conditions.
- Cancellations requested after Carrentia staff have already departed for the delivery location will incur additional charges based on actual travel distance and operational costs.
3. Cancellations by Carrentia or the Service Provider
Should Carrentia be forced to cancel a booking due to unavoidable circumstances (such as severe weather, vehicle malfunction, staff unavailability, government restrictions, or technical issues), Carrentia will:
- Provide a substitute vehicle of the same or comparable category immediately, subject to availability, at no additional charge.
- Refund the rental payment received in full within the timeframes specified in Section 6.
- Carrentia shall not be liable for any additional compensation, damages, or costs beyond the refund of the rental fee.
4. No-Show Policy
- If the Renter cannot be contacted or fails to appear at the designated pickup location at the scheduled time, the booking will be treated as a No-Show, and no refund shall be issued.
- Waiting charges may apply if staff are required to wait beyond the standard grace period.
5. Modification Policy
- Modification Fee: THB 200 (inclusive of 7% VAT) per request.
- Renters may request modifications a maximum of one (1) time, which must be scheduled within three (3) months of the original pickup date.
- All modification requests must be confirmed in writing by Carrentia.
- Modifications to vehicle class, dates, times, or collection/return locations are subject to availability and price differences.
6. Refund Timeline and Payment Channels
Any eligible refund (if applicable) will be processed through the original payment channel within the following timeframes:
| Original Payment Channel | Refund Processing Timeframe |
|---|---|
| Cash | Same day as vehicle return / refund confirmation |
| Bank Transfer | Same day as vehicle return / refund confirmation |
| Cheque / Cashier’s Cheque | Same day as vehicle return / refund confirmation |
| Credit Card / Debit Card | Within 45 days from the date of vehicle return |
Refunds will only be issued back to the original account or card used for the transaction. The actual date the funds appear in a credit card statement depends on the issuing bank's policy. Carrentia will provide verifiable proof of refund processing for all transactions.
7. Security Deposit Refund
Upon the return of the vehicle and its equipment, Carrentia will perform an immediate inspection and process the security deposit refund as follows:
7.1 No Damage or Missing Equipment
- Carrentia will refund the security deposit in full immediately.
- Cash / Bank Transfer / Cheque: Refunded on the same day the vehicle is returned.
- Credit Card Hold: Released within 45 days from the date of vehicle return.
7.2 Damage or Missing Equipment
- Carrentia must raise any objections regarding damage at the time of vehicle return only.
- Carrentia is entitled to deduct only the actual, verifiable cost of repairs supported by auditable documentary evidence.
- The remaining balance of the security deposit (after repair deductions) will be refunded within the same timeframes specified in Section 7.1.
- The Renter is entitled to request and inspect all supporting repair invoices and documentation.
8. Early Return
If the Renter returns the vehicle before the agreed end date (for reasons not attributable to Carrentia), the following notice periods and refund terms apply:
| Rental Type | Required Advance Notice | Refund |
|---|---|---|
| Daily | Not less than 24 hours | No refund |
| Monthly / Annual | Not less than 30 days | No refund |
| Pre-Paid (all types) | — | No refund |
Upon return of the vehicle under early return conditions, Carrentia will refund the security deposit in accordance with Section 7. If the Renter fails to provide the required notice, Carrentia reserves the right to deduct rental charges as appropriate.
9. Charges Deductible by Carrentia Prior to Refund
Carrentia is entitled to deduct the following charges from any refundable amounts, provided that verifiable supporting evidence is presented for each deduction:
| Item | Rate / Condition |
|---|---|
| Late return penalty (per hour) | As specified in the Rental Agreement |
| Late return penalty (per day) | As specified in the Rental Agreement |
| Excess Mileage Charge (per km) | As specified in the Rental Agreement |
| Damage repair costs (wear-attributable) | Actual cost supported by evidence; not exceeding actual damage |
| Refuelling / Recharging service fee | THB 500 + actual fuel/electricity cost |
| Traffic fines | Actual fine + THB 100 per citation |
| Unauthorised M-Flow toll charges | Actual toll + THB 100 per use (maximum THB 300) |
| Special cleaning (smoking / animals / odour) | THB 10,000 per incident |
| Out-of-hours service charge | THB 500 per trip (inclusive of VAT 7% = THB 535) |
10. Distance Calculation
- Garage-to-Garage Principle: Total rental distance is calculated from the moment the vehicle departs from the Carrentia garage until it returns to the garage.
- The Renter is entitled to request distance calculation data and logs from Carrentia at any time.
11. Renter Consumer Rights Under Thai Law
Renters are protected by the Consumer Protection Act B.E. 2522 (1979) and the OCPB Contract Committee Announcement B.E. 2568, which grant the following rights:
- Right to receive accurate and sufficient information regarding the rental service.
- Right to fair treatment and protection against unfair contract terms.
- Right to inspect all supporting evidence and invoices for any charges levied by Carrentia.
- Right to file a complaint with the OCPB in case of unfair treatment (Hotline 1166 or www.ocpb.go.th).
- Right to pursue legal remedies in competent Thai courts.
12. Contact and Complaint Channels
For inquiries or to file a formal complaint, please contact Carrentia at:
- Telephone: 081-778-9999
- Website: www.carrentia.com/contact
- Email: sale@carrentia.com
- Address: Carrentia (Thailand) Co., Ltd., 20/5 Moo 4, Koh Kaew, Mueang Phuket, Phuket 83000
Carrentia will respond to all complaints in writing within three (3) business days of receipt.
13. Acceptance of Policy
By booking a service with Carrentia, the Renter confirms having read, understood, and accepted all terms in this Refund and Cancellation Policy, as well as the Terms and Conditions at www.carrentia.com/terms. This policy is subject to change; the version in effect at the time of booking shall apply to your rental.
14. Governing Law
- This policy is governed by and construed in accordance with the laws of the Kingdom of Thailand. Any disputes shall be referred to the exclusive jurisdiction of the competent Thai courts.
- This policy is compliant with the OCPB Contract Committee Announcement B.E. 2568 governing car rental businesses as a controlled contract business, and the Consumer Protection Act B.E. 2522.