Cancellation, Refund, and Withdrawal Process
Noreen
Last Update één jaar geleden
A. General Note/Process
Rental & deposit paid will remain in the booking page of each customer and the deposit will be transferred to his payment method upon drop-off and will only available for withdrawal 15 days after the drop-off date. The followings are the information/process currently practiced for booking cancellation and refund as well as withdrawal.
B. Refund for Booking Cancellation
There are 2 types of refund:
1. Direct refund
Payment is refunded directly to payment source via the following payment gateways
a. Paypal – Direct refund is allowable for a period of 180 days
b. Stripe – Direct refund is allowable for a period of 90 days
2. Refund via Bank Account
Payment is refunded via Bank Account in which the fund is made available for each individual account for withdrawal upon cancellation. The time taken for the actual receipt of the refund is as per table shown below.
C. Deposit Withdrawal via Bank Account
1. Upon drop-off, the customer may withdraw his deposit based on the following processes:
a. Deposit transferred to Bank Account can only be withdrawn 15 days after the drop-off date. The 15 days window are required for Carzania to obtain information on possible traffic offenses committed by the customer during the rental period and/or if any damages to the rented vehicle reported.
b. If no ill findings are discovered mentioned in a, the withdrawal will appear in the customer Bank Account once the 15 days window expired.
c. The refund will be made to customer payment sources for all booking paid via Paypal and Stripe except for FPX which the refund is made to the customer’s bank account.
d. The actual receipt of refund to the customers payment sources or bank account depends on the type of payment gateway used which shall be as follows:
Paypal | Stripe | FPX | ||
i | Direct Refund | Allow up to 180days | Allow up to 90days | Allow up to 3days |
ii | Receipt of Refund After receipt ofnotification) | Within 24 hours | Between 5 and10 days | 3 working days after approval for manual transfer dependingon receiving bank. |
2. For any rejected withdrawal, the process has to restart with the initiation from customer by contacting our Support Team.
D. Delay in Refund Process
The followings are the common reasons for the delay in the refund process:
1. Claim made against the customer due to cases created such as damages, fuel, traffic offences etc. which have yet to be resolved.
2. Bank details information are not available or incorrect. These reasons are commonly found on customers who used FPX as the payment option which the timeframe allowable for refund to the payment source is short and valid for 3 days only before the payment is automatically transferred to CARZANIA bank account and thus manual transfer is the only option for refund.
3. The actual receipt of the refund on customers’ local bank account may take up to 3 days depending on the receiving banks standard process and procedures which differ from one to another. Thus, it is not really a delay but it is just a normal process that has to place in fund transfer.