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Neal N
1 reviews | Active since May 2013
02 Feb 2026, 13:43
Avis Fuel Upfront Policy - Highway *******
My brother was visiting from Canada. He hired a car and a "Fuel Upfront" option was selected which he unwittingly accepted. He returned the vehicle with a full tank of fuel but Avis still charged him for the "Fuel Upfront" and refuse to reverse this charge. They say that we are meant to return the vehicle on Empty and if not, its our loss. This sounds like Highway ******* to me and I am certain contravenes one if not many consumer protection clauses. If not resolved speedily, I will be initiating further action!
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Avis's replyOfficial
02 Feb 2026, 16:44Hi Neal,
Thank you for your feedback,
Please be advised that the customer opted for the Fuel Upfront option, and the branch has confirmed that when a customer selects this option, they should not refuel the vehicle, as they have already been charged for the fuel in advance.
The signed rental agreement clearly indicates that the customer accepted this condition. Refuelling the vehicle was a personal choice made by the customer; however, the contract terms remain applicable, and charges are processed as agreed.
We sincerely apologise for any inconvenience caused, but the charges are correct, and no refund is due.
Thank you.
Avis team.
Thank you for your feedback,
Please be advised that the customer opted for the Fuel Upfront option, and the branch has confirmed that when a customer selects this option, they should not refuel the vehicle, as they have already been charged for the fuel in advance.
The signed rental agreement clearly indicates that the customer accepted this condition. Refuelling the vehicle was a personal choice made by the customer; however, the contract terms remain applicable, and charges are processed as agreed.
We sincerely apologise for any inconvenience caused, but the charges are correct, and no refund is due.
Thank you.
Avis team.
Avis's reply02 Feb 2026, 16:44
Official
Hi Neal,
Thank you for your feedback,
Please be advised that the customer opted for the Fuel Upfront option, and the branch has confirmed that when a customer selects this option, they should not refuel the vehicle, as they have already been charged for the fuel in advance.
The signed rental agreement clearly indicates that the customer accepted this condition. Refuelling the vehicle was a personal choice made by the customer; however, the contract terms remain applicable, and charges are processed as agreed.
We sincerely apologise for any inconvenience caused, but the charges are correct, and no refund is due.
Thank you.
Avis team.
Thank you for your feedback,
Please be advised that the customer opted for the Fuel Upfront option, and the branch has confirmed that when a customer selects this option, they should not refuel the vehicle, as they have already been charged for the fuel in advance.
The signed rental agreement clearly indicates that the customer accepted this condition. Refuelling the vehicle was a personal choice made by the customer; however, the contract terms remain applicable, and charges are processed as agreed.
We sincerely apologise for any inconvenience caused, but the charges are correct, and no refund is due.
Thank you.
Avis team.