Effective Date: 18/10/2025

Customer Cancellations

If you need to cancel your booking, please notify us as soon as possible. You can cancel directly through our website crental.com.au or by contacting our customer service team.

Free Cancellation Period

• You may cancel up to 24 hours before your scheduled pick-up time for a full refund.

• If you book within 24 hours of your pick-up, you have one hour after booking to cancel for free.

• Non-refundable bookings may only be cancelled within this grace period.

Partial Refunds

If you cancel after the free period, a partial refund will apply:

• For trips longer than 2 days, we’ll refund the booking amount minus one day’s cost.

• For trips 2 days or shorter, we’ll refund the booking amount minus half a day’s cost.

• Add-ons, insurance, and deposits are typically refunded in full (unless used or non-refundable).

No-Show Policy
If you fail to arrive within 30 minutes of your scheduled pick-up time without notifying us, your booking will be treated as a no-show, and no refund will be issued.
If your driver licence or identification fails verification, this may also be treated as a no-show. 

Early Returns
If you return your vehicle earlier than the agreed end time, no refund or credit will be provided for the unused time.

Vehicle Issues or Safety Concerns
If the vehicle is unsafe, unclean, or not as described at the time of collection, you may decline pick-up and request a full refund.
To qualify, you must not accept or drive the vehicle and contact us immediately to report the issue. 

Extenuating Circumstances 
In the event of unexpected events (such as severe weather, illness, or flight cancellations), Carmen Rental may offer refunds, credits, or reschedule options at its discretion.
You’ll need to provide documentation for review. 

Refund Processing
Approved refunds will be returned to your original payment method within 5–10 business days.
If your payment method is unavailable, we may issue a credit for future bookings. 

Company Cancellations
If Carmen Rental must cancel your booking (for example, due to vehicle maintenance or unavailability), you’ll receive a full refund or the option to reschedule at no cost.

Contact Us
For cancellations, refunds, or modifications, contact:
P: (03) 9876 2862
E: info@crental.com.au
W: crental.com.au