Prepaid rental refund stuck between the booking site and the rental company?
The short answer
If you booked through a travel site, the rental company usually can't refund you. Enterprise, for example, says bookings made on another website have to be changed or cancelled through that website. The site then often sends you back to the rental company. We help break that loop.
Free call. We answer 24/7, every day of the year.
Or leave your number and we'll call you back.
Key takeaways
- Whoever took your payment is usually who has to refund you.
- Get any counter refusal in writing, with the reason, before you leave.
If this is you right now
You paid upfront, something went wrong, and now the booking site says to ask the rental company while the rental company says to ask the booking site. Every call starts from zero, and your money is still somewhere in between.
Why you're being passed around
The booking site took your money, but the rental company had the car. Each one points to the other, and nobody owns the problem.
Find out who took your money
Check your card statement for the name on the charge. That's usually who has to refund you.
Get the refusal in writing
If the counter wouldn't give you a car, ask for that in writing, with the reason, before you leave.
Keep everything
Your confirmation, receipts, and the names of anyone you spoke to, with dates and times.
Questions people ask
Who refunds a prepaid rental, the booking site or the rental company?
Usually whoever took your payment.
The car wasn't there. Am I owed a refund on a non-refundable booking?
Often yes. If the car was never provided, you have a strong case.
How long do rental car refunds take?
It varies by company and payment method. Leave your number and we'll check yours.
Related problems
- No car at the counter
- Booked through Priceline
- Booked through Expedia
- Picking up a car someone else booked
We're an independent service. Not the rental company, not the site you booked through. We're better than both because we actually pick up, and we stay with you until it's fixed. We only take payment details once you've agreed, and we never keep them. We'll never ask for your card PIN or your banking passwords.
OneCall Rental is an independent service and is not affiliated with any rental company or travel site.
What happens when you call
Leave your name and number
That's all we need to start.
A real person calls you back
During our hours, 24/7, every day of the year. They stay with you until it's sorted.
We find you a way forward
And explain it in plain words.
You see everything in writing before you pay a cent
Nothing is charged until you say yes.
Pickup, drop-off, and everything in between. You've always got someone.
Booked already? Let's check it together
Your agent goes through your reservation with you, catches any mistakes, and walks you through changing or cancelling, so nothing surprises you at pickup.
Free call. We answer 24/7, every day of the year.