Pathetic

Hi Justin,

Thank you for the revert.  Please note as advised Travelstart is the booking platform. We do not have access to the booking as it belongs to CarTrawler and they work on their own system.  Please note that the payment is with Cartrawler and as per our T&Cs https://www.travelstart.co.za/lp/terms-and-conditions :
 
Nature of the services rendered by Travelstart
Travelstart renders the service of hosting an online search and booking portal, with its primary focus on the travel and accommodation industries (‘the Services’) pursuant to which the general public shall

1. have access to the portal,
2. be entitled to set certain travel, accommodation and/or other service criteria based on information gleaned from the internet,
3. request quotations and
4. be entitled to confirm bookings and place reservations relating to travel, accommodation and/or other service requirements

For the avoidance of doubt, the services do not include any advisory or consultancy services, unless you choose to speak to a Travelstart Live Agent.


The Client and Authority
Any person(s) wishing to utilise the services, indicates their acceptance of these Terms and Conditions by proceeding with the booking on the passenger information page, prior to the conclusion of any transaction with Travelstart. Upon doing so, such person is DEEMED TO HAVE READ, UNDERSTOOD AND ACCEPTED these Terms and Conditions and to have the authority to do so on behalf of the person/Company person in whose name the ultimate reservation or booking is made (collectively referred to as ‘the Client(s)’).


Please be advised that unless requested otherwise upon making the reservation, Travelstart is authorised to engage with any Passenger listed in a booking, in as long as that Passenger is able to provide the reference number for the booking. Travelstart accepts no responsibility for any changes made by any of the listed Passengers in a booking.


Third Party Service Providers
Travelstart provides Clients with the services either itself or acting on behalf of Principals engaged in or associated with the travel and/or accommodation industries, such as airlines, hotels and/or other service providers or suppliers (collectively referred to as ‘the Principal’). Travelstart represents the Principal as agents only AND ACCORDINGLY ACCEPTS NO LIABILITY for any loss, damage (including loss of profits or consequential or special damages), injury, illness, harm or death (except if such loss or damage arises from the gross negligence or wilful misconduct of Travelstart or any person acting for or controlled by Travelstart), which any Client may suffer as a result of any act or omission on the part of or the failure of the Principal to fulfil their obligations, whether in relation to travel arrangements, accommodation or otherwise. When you make a booking with us, you acknowledge and agree that we act only as an agent for the third party service provider, which is solely responsible to provide you with the travel or service which you have booked. The contract in use by the Principal (which is often constituted by the ticket issued by the Principal), shall constitute the sole contract between the Principal and the Client and any RIGHT OF RECOURSE the Client may have, will be solely against the Principal. Travelstart shall, as soon as possible after the confirmation of the Client’s booking, provide to the Client the identity of the Principal.


Please be advised that when booking a travel package with Travelstart, either online, or with a Live Agent, it is the Passenger’s responsibility to ensure that they have fami****ised themselves with all terms and conditions that are applicable to their booking, which may include air, rail, bus, transport services suppliers, hotel and tour operators, etc. 
 
Travelstart’s Indemnity
The proposed travel arrangements are made on the EXPRESS CONDITION that Travelstart, its employees and agents, shall not be responsible for, and shall be exempt from, all liability in respect of loss, damage (including loss of profits or consequential or special damages), accident, injury, illness, harm, trauma, death, delay or inconvenience (collectively, ‘Losses’) to any Client (which shall be deemed to include the heirs, executors, administrators or assigns of the Client), their luggage, or other property, wherever, whenever and however the same may occur (except if such Losses arise directly or indirectly from the gross negligence or wilful misconduct of Travelstart or any person acting for or controlled by Travelstart, in which case such claim shall be lodged in writing with Travelstart within 30 (thirty) days after the occurrence of the alleged Loss, and such liability shall be limited to R10 000 per Client per Booking). The CLIENT INDEMNIFIES AND HOLDS HARMLESS Travelstart or any person acting for or controlled by Travelstart accordingly. 
 
Cancellation
In the event of the Client cancelling the Booking, Travelstart shall have the RIGHT TO EITHER CLAIM the amount of, or retain an amount of the Payment and claim reasonable damages suffered by Travelstart, provided that Travelstart shall not impose any cancellation fee or claim any damages in respect of a Booking or reservation if the Client is unable to honour the Booking or reservation due to the death or hospitalisation of the Client. The Principals may reserve the RIGHT TO CANCEL any services prior to departure, in which event the Payment (less Travelstart’s service fee) will be refunded by the Principal to the Client without any further obligation on the part of Travelstart. Travelstart will CHARGE A FEE for processing the request for refund. Clients should refer to the “Refunds” section of these Conditions, as well as the cancellation provisions contained in the Principal’s Conditions or the Sites. Principals may charge cancellation fees over and above the cancellation fees charged by Travelstart in terms of this Condition.


Please note that should you have booked a ticket with more than one flight (eg: CPT - JHB - MAU) you may only use your tickets in the sequence they were booked. If you do not check in for your first flight the Airline reserves the right to cancel all of the remaining flights on that ticket and your ticket will become invalid. You will not get any money refunded for parts of the tickets not used. 
 
Car Rental
The person listed as the driver of the vehicle must present a South African driver’s licence or an international driver’s licence when renting a car overseas. When collecting a car rental the driver must also have a valid credit card to present at the time of collection. The credit card must be in the name of the driver of the vehicle.If a credit card was used to pay for the booking, in most cases it should be the same card. Please be aware that specific terms and conditions of selected car rental companies will apply to your booking. Please refer to terms and conditions below. Please note that this list is not exhaustive and should the specific terms and conditions of the Service Provider not be listed please ensure that you make an effort to locate them and peruse them before making your booking. 

Please also see the T&Cs of CarTrawler:
 Reservation
Reservation/Reference Number: ZA***


Status: | Confirmed
Driver Name: | Mariana Stobbs


Cancellation Policy:

What is your cancellation policy for fully prepaid or part-paid bookings? 1 - If you cancel 24 hours prior to your pick-up, you will be refunded in full. 2 - If you cancel less than 24 hours in advance of pick-up, you will receive a refund minus ZAR833. If your online payment is less than ZAR833, no refund will be made for your car hire booking. 3 - If your booking is made less than 24 hours before pick up, the cancellation policy will automatically apply to your booking. 4 - All cancellations should be made on our online portal and not with the car hire agent. Should you agree to cancel directly with the car hire agent on arrival, you must also inform us of this change to your booking. 5 - Amending your booking or cancelling optional extras may not be possible less than 24 hours before pick up. If you purchased our Damage Refund Insurance product and have since decided to cancel your car rental booking, the Damage Refund Insurance will be cancelled automatically. If you wish to amend or rearrange your booking, the Damage Refund Insurance will initially be cancelled. We will, however, automatically create a new policy for your new booking. In both cases you will receive an email to confirm the cancellation at the email address you have provided during the online booking process. Please be aware that if you cancel your insurance policy less than 24 hours before the start of your car hire agreement, no refund for insurance will be granted. What is a no-show? A 'no-show' occurs for the following reasons: 1 - You didn't inform us about your cancellation prior to your pick-up time. 2 - You failed to pick up the car at the arranged time and date. 3 - You failed to provide the documentation that's required to pick up the car. 4 - You failed to provide a credit card in the main driver's name with enough available funds on it. In the event of any of the above, no refunds will be made to you. The car hire company reserves the right to refuse a car if you fail to arrive on time with all necessary documentation and a credit card with enough available funds for the car's security deposit. In such a case, unless the car hire has been cancelled at least 24 hours in advance, you will not be entitled to a refund.
 
 Cancellation and no-show policyWhat is your cancellation policy for fully prepaid or part-paid bookings?

1 - If you cancel 24 hours prior to your pick-up, you will be refunded in full.

2 - If you cancel less than 24 hours in advance of pick-up, you will receive a refund minus ZAR833. If your online payment is less than ZAR833, no refund will be made for your car hire booking.

3 - If your booking is made less than 24 hours before pick up, the cancellation policy will automatically apply to your booking.

4 - All cancellations should be made on our online portal and not with the car hire agent. Should you agree to cancel directly with the car hire agent on arrival, you must also inform us of this change to your booking.

5 - Amending your booking or cancelling optional extras may not be possible less than 24 hours before pick up.

If you purchased our Damage Refund Insurance product and have since decided to cancel your car rental booking, the Damage Refund Insurance will be cancelled automatically.

If you wish to amend or rearrange your booking, the Damage Refund Insurance will initially be cancelled. We will, however, automatically create a new policy for your new booking.

In both cases you will receive an email to confirm the cancellation at the email address you have provided during the online booking process.

Please be aware that if you cancel your insurance policy less than 24 hours before the start of your car hire agreement, no refund for insurance will be granted.

What is a no-show?

A 'no-show' occurs for the following reasons:

1 - You didn't inform us about your cancellation prior to your pick-up time.

2 - You failed to pick up the car at the arranged time and date.

3 - You failed to provide the documentation that's required to pick up the car.

4 - You failed to provide a credit card in the main driver's name with enough available funds on it.

In the event of any of the above, no refunds will be made to you.

The car hire company reserves the right to refuse a car if you fail to arrive on time with all necessary documentation and a credit card with enough available funds for the car's security deposit. In such a case, unless the car hire has been cancelled at least 24 hours in advance, you will not be entitled to a refund. 


Please note as advised we have reported the experience to CarTrawler and we can only follow up on the revert as we have no control over the principle and the service they offer.  I know your experience was traumatic for your family and we have done everything in our power to relay this to CarTrawler including emailing and calling their management team and we have been advised that they will revert as per their own support platform.

Kind Regards,
Melissa