Refund Policy
Cancellations, refunds and deposits for vehicle rentals and fleet management subscriptions.
This policy explains when and how you can cancel a booking with ALITRANSPORT Fleet Services and how refunds and deposits are handled. It should be read with our Terms of Service. Nothing in this policy affects your statutory rights as a consumer.
1. Cancelling a vehicle rental before it starts
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cancellation period does not apply to vehicle rental services booked for a specific date or period. We still offer the following cancellation terms to all customers:
- 7 days or more before the start date: full refund of all amounts paid, including the deposit.
- Less than 7 days before the start date: refund of all amounts paid, less a cancellation charge of 25% of the first month's rental.
- On the start date or failure to collect: the first month's rental is non-refundable. Any deposit is refunded in full.
If we cancel a rental before it starts, or cannot supply the booked vehicle or a suitable alternative you accept, we'll refund everything you've paid.
2. During a rental
Monthly rental charges are not refundable for part months once a billing period has started. To end your rental, give at least 14 days' written notice before your next billing date, as set out in our Terms of Service.
If a rented vehicle is unavailable for more than 48 consecutive hours because of a fault that wasn't caused by you, and we haven't provided a replacement vehicle, we'll credit or refund the rental for the days without a vehicle.
3. Security deposits
We refund deposits within 10 working days of the vehicle's return, after the end-of-hire inspection. If we make a deduction for damage, missing items, fuel, excess mileage, cleaning or outstanding fines, we'll give you an itemised explanation and supporting evidence such as photographs or invoices. Where a fine or charge notice may still arrive, we may hold the relevant part of the deposit for up to 60 days and will tell you if we do.
4. Fleet management subscriptions
Consumers have a 14-day cancellation period starting from the day the subscription is purchased. If you ask us to start the service within that period and then cancel, we'll refund the amount paid less a proportionate charge for the service already provided.
Business customers can cancel at any time, with cancellation taking effect at the end of the current billing period. Fees already paid for the current period are not refunded. Third-party garage and repair costs authorised before cancellation remain payable.
5. If something goes wrong
If our service isn't provided with reasonable care and skill, or a vehicle isn't of satisfactory quality, tell us as soon as possible. Under the Consumer Rights Act 2015 we'll put it right, for example by repairing or replacing the vehicle or repeating the service. If that isn't possible or doesn't happen within a reasonable time, you may be entitled to a price reduction or refund.
6. How refunds are paid
Refunds are made to the original payment method, normally within 14 days of our confirming that a refund is due. Card refunds are processed through Stripe and can take a further 5 to 10 working days to appear on your statement, depending on your bank. Business customers paying by invoice receive a credit note or bank transfer.
7. How to request a cancellation or refund
Email info@alitransporttruckdv.shop with your name, booking reference and the reason for your request, or call 07476 699825 during opening hours. We'll confirm receipt within 2 working days.