SG
Sumayya G
1 reviews | Active since Aug 2012
08 Jan 2026, 10:01
refund on car not used
I hired a car with AVIS in December 2025 and upon arrival at Durban airport, I realized unfortunately that my licence had expired. The agent informed me that she would move my booking up in order for me to cancel the booking as I was unable to take the car. When I tried later in the day to cancel the booking, I realized she had not moved the booking up. I would like at least a partial refund as I did not pick up / use the car at all, as intended.
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Replies (2)SG
Sumayya G's updateReviewer Update
08 Jan 2026, 12:29I FIND THIS RESPONSE UNACCEPTABLE. I am essentially being charged fully for a car that I did not use at all!
There are two issues here:
- firstly, I was explicitly told by the customer service agent that I can cancel the booking
- secondly, you are treating your prepaying customers differently from those that are paying on pickup. If I had not chosen to prepay, I could simply have not paid when I had realized that my licence had expired!!!
I think I am due a substantial partial refund, at the least!
There are two issues here:
- firstly, I was explicitly told by the customer service agent that I can cancel the booking
- secondly, you are treating your prepaying customers differently from those that are paying on pickup. If I had not chosen to prepay, I could simply have not paid when I had realized that my licence had expired!!!
I think I am due a substantial partial refund, at the least!
SG
Sumayya G's update08 Jan 2026, 12:29
Reviewer Update
I FIND THIS RESPONSE UNACCEPTABLE. I am essentially being charged fully for a car that I did not use at all!
There are two issues here:
- firstly, I was explicitly told by the customer service agent that I can cancel the booking
- secondly, you are treating your prepaying customers differently from those that are paying on pickup. If I had not chosen to prepay, I could simply have not paid when I had realized that my licence had expired!!!
I think I am due a substantial partial refund, at the least!
There are two issues here:
- firstly, I was explicitly told by the customer service agent that I can cancel the booking
- secondly, you are treating your prepaying customers differently from those that are paying on pickup. If I had not chosen to prepay, I could simply have not paid when I had realized that my licence had expired!!!
I think I am due a substantial partial refund, at the least!
Avis's replyOfficial
09 Jan 2026, 09:01Good day Sumayya,
Thank you for your response.
Please note that the booking was not cancelled, and even if it was cancelled on the day of pick up, there would not be a refund as our prepayment terms and conditions clearly state that there is no refund due for bookings that are not cancelled; cancelled on the pick up date, or after the pick up date. They further state that you need to ensure that all requirements are met, including producing a valid driver's license.
Regrettably, no refund will be issued.
Best Regards,
The Avis Team
Thank you for your response.
Please note that the booking was not cancelled, and even if it was cancelled on the day of pick up, there would not be a refund as our prepayment terms and conditions clearly state that there is no refund due for bookings that are not cancelled; cancelled on the pick up date, or after the pick up date. They further state that you need to ensure that all requirements are met, including producing a valid driver's license.
Regrettably, no refund will be issued.
Best Regards,
The Avis Team
Avis's reply09 Jan 2026, 09:01
Official
Good day Sumayya,
Thank you for your response.
Please note that the booking was not cancelled, and even if it was cancelled on the day of pick up, there would not be a refund as our prepayment terms and conditions clearly state that there is no refund due for bookings that are not cancelled; cancelled on the pick up date, or after the pick up date. They further state that you need to ensure that all requirements are met, including producing a valid driver's license.
Regrettably, no refund will be issued.
Best Regards,
The Avis Team
Thank you for your response.
Please note that the booking was not cancelled, and even if it was cancelled on the day of pick up, there would not be a refund as our prepayment terms and conditions clearly state that there is no refund due for bookings that are not cancelled; cancelled on the pick up date, or after the pick up date. They further state that you need to ensure that all requirements are met, including producing a valid driver's license.
Regrettably, no refund will be issued.
Best Regards,
The Avis Team