Last updated: September 1, 2026
This page explains how cancellations, modifications, and refunds work for reservations made through CarBookingClub.com, operated by TravelOgent LLC. It sits alongside our Terms & Conditions, which apply to every booking.
The rate you book decides your cancellation rights. Free-cancellation rates can be cancelled up to a stated deadline. Prepaid and discounted rates may be partly or entirely non-refundable from the moment they are confirmed. The rules for your booking are shown on the booking page before you pay and repeated on your confirmation — those rules always take precedence over the general guidance below.
1. Rate types and what they mean
- Free cancellation / pay at counter — cancel without charge up to the deadline stated on your confirmation, commonly 24 to 48 hours before pickup. Nothing is charged unless you cancel late or do not show up.
- Prepaid, flexible — paid at booking and refundable up to a stated deadline, sometimes less a cancellation charge set by the supplier.
- Prepaid, non-refundable / promotional — the lowest rates. These are usually not refundable at any point after confirmation, and cancelling means losing the amount paid.
If you are not sure which type you booked, check your confirmation email or call us with your reservation number and we will confirm it for you.
2. How to cancel
- Have your reservation number, the lead driver’s name, and pickup date ready.
- Contact our reservations team by phone or email using the details in section 10. Cancelling before the deadline shown on your confirmation is what protects your refund, so contact us as early as you can.
- We contact the supplier, cancel the booking in its system, and send you a written cancellation confirmation.
A cancellation is effective only once we have issued that written confirmation. Please keep it. A voicemail, an unanswered email, or a message left with anyone other than our reservations team is not a cancellation.
3. Modifications
Most reservations can be changed before pickup, subject to availability and to the supplier’s rate rules. Changes commonly requested include pickup or drop-off dates and times, locations, and vehicle class.
- A change is a re-price, not an adjustment. The new rate is whatever is available at the time of the change, which may be higher or lower than your original rate.
- Where the new rate is lower, the difference is not usually refunded on discounted or promotional bookings.
- The lead driver’s name cannot normally be substituted for another person. If a different person will drive, the booking usually has to be cancelled and rebooked, subject to the cancellation rules for your rate.
- A post-booking service fee may apply to changes we make on your behalf. We quote it before we act.
4. No-shows, late arrivals, and early returns
- No-show — if you do not collect the vehicle and have not cancelled first, the reservation is treated as a no-show. Prepaid amounts are normally forfeited in full, and a pay-at-counter booking may still attract a no-show charge from the supplier.
- Late arrival — suppliers hold vehicles only for a limited grace period. If your plans slip, call the rental location directly and tell us, so the booking can be held where possible. A vehicle released to another customer after the grace period is not refundable.
- Refused at the counter — if the supplier declines to release the vehicle because a requirement was not met (for example an invalid or missing licence, an age restriction, no acceptable credit card in the driver’s name, or a name mismatch), the booking is treated as a no-show and no refund is due.
- Early return — returning a vehicle before the scheduled drop-off does not usually generate a refund for the unused days. Some suppliers also re-price the shortened rental at a higher daily rate.
5. When we cancel or a supplier cannot honour a booking
If a supplier cannot supply the vehicle class you reserved, or a confirmed booking is cancelled for a reason that is not your fault, we will offer a comparable alternative where one is available. If no acceptable alternative exists, the amount you prepaid for the rental is refunded in full. We may also cancel a reservation where we detect suspected fraud or a breach of our terms; in those cases refunds are assessed case by case.
6. What is refundable
- Refundable — the prepaid rental amount on a cancellation made within the free-cancellation window, and any amount charged in error.
- Set by the supplier — cancellation charges, no-show charges, and any partial refund on a flexible prepaid rate. We apply the supplier’s rate rules; we cannot waive them.
- Non-refundable — our service fees once a booking has been confirmed, post-booking change fees, and any amount the supplier’s rate rules identify as non-refundable.
- Handled by the supplier directly — anything paid at the counter, including the security deposit, protection products, fuel charges, equipment hire, tolls, and fines. Those refunds are requested from the rental company, not from us, and the deposit release timing is set by your bank.
7. How refunds are paid
- Approved refunds are returned to the original payment method. We cannot refund to a different card, to a third party, or in cash.
- We process approved refunds promptly, and they typically appear within 7 to 10 business days. Your bank or card issuer may take longer to post the credit, sometimes until the next billing cycle.
- Where a refund depends on the supplier releasing funds to us first, the timeline follows the supplier’s own processing schedule. We will tell you if that applies to your booking.
- Refunds are made in the original currency of the transaction. If your card is in another currency, exchange-rate movement between the charge and the refund may leave a small difference. That difference is set by your bank and is outside our control.
8. Disputes and chargebacks
If you believe an amount is wrong, contact us first. Most billing questions are resolved faster directly than through a card dispute, and raising a chargeback while a refund is already in progress can delay it or cause a duplicate reversal to be clawed back. If we cannot resolve a dispute, we will explain in writing what the supplier’s rate rules allow.
9. Events outside anyone’s control
Weather, natural disasters, road closures, strikes, civil unrest, government restrictions, and flight cancellations can disrupt a rental. These events do not automatically create a refund right, because the applicable rate rules still govern. We will always approach the supplier on your behalf and ask for a waiver where the circumstances support one, but we cannot guarantee the outcome. Travel insurance is usually the right protection for these situations.
10. Contact our reservations team
TravelOgent LLC
76-33 166th St, Fresh Meadows, NY 11366-1266
United States
Phone: +1 (000) 000-0000
Email: info@carbookingclub.com