Cancellation and Refunds

In short

How to cancel or change a booking

The quickest ways to cancel or amend a booking are:

• WhatsApp — tap the WhatsApp button on any page and tell us your booking reference or the name and date of the booking
• Phone — call us using the number on our contact page
• Contact form — send a message through the same page if you prefer to put it in writing

Please include your booking reference if you have one. It helps us find your booking immediately and avoid any doubt about when you contacted us.

When a cancellation takes effect

A cancellation is only confirmed once we tell you that it has been processed. If you send a request and do not hear back from us, please follow up by WhatsApp or phone so that we can confirm it.

We will confirm any change to dates, times, vehicle or route in the same way, and a change is only agreed once we have confirmed that the new arrangement is available.

Online payments and refunds

The only payment this website collects is an optional deposit on your booking receipt page, paid through SafePay's hosted checkout. Your card details are entered on SafePay's pages and never on this website. No other payment is taken online - terms for any balance are agreed with you directly once we have contacted you about your request.

Paying a deposit does not confirm the rental on its own. We still check availability and contact you, and if we cannot provide the vehicle we refund you as described below.

Refunds

If you paid a deposit online, it is refunded to the card you paid with. We issue that refund through our payment provider rather than from this website, so there is no refund button here - contact us and we will process it and tell you what applies before we do.

If you have paid us directly, any refund is handled under the payment and cancellation terms confirmed to you for your booking. We will tell you what applies, how much is refundable and how long the refund will take before we process it.

Refunds are returned by the same method you paid with wherever that is possible. The time it takes to reach you also depends on your bank or payment provider.

Changes, late arrivals and no-shows

Changing a booking is subject to availability. If your new dates or vehicle are not available, we will offer you the closest alternative we can, or cancel the booking, and we will explain what that means for any amount you have paid.

If you do not take collection of the vehicle at the agreed time and do not tell us, that is treated as a no-show. Please contact us as early as you can if you are delayed, so that we can hold the vehicle for you.

One-way rentals and out-of-town arrangements depend on availability, so a change to the route or drop-off point may not always be possible.

If we cannot provide the vehicle

If, for reasons beyond our control, we cannot supply the vehicle you booked, we will contact you as soon as we can. We will either offer you a suitable alternative vehicle, rearrange the booking, or cancel it and refund anything you have paid us for the part of the booking we could not provide.

Ask us before you book

Cancellation terms can differ between bookings, for example because of the rental type, the length of the rental, the season or the route. Rather than guess, ask us before you confirm and we will tell you exactly what applies to your booking.

Our Terms and Conditions also apply to every booking.

Contact us

To cancel, change or ask about a booking:

• Email: info@awanrentalservice.org
• Use our contact page
• Tap the WhatsApp button on any page to message us directly