Refund Policy

1. Customer Satisfaction Guarantee

FilrsTrade Premium Car Rental is committed to providing an exceptional luxury vehicle rental experience. If you encounter issues with the quality, condition, or performance of your rental vehicle that we cannot resolve through replacement or other accommodations, we will work with you to provide appropriate compensation or refunds as outlined in this policy.

2. Cancellation and Refund Schedule

Refund eligibility depends on when the cancellation is made relative to the scheduled rental period:

2.1 Standard Luxury Vehicles

• Cancellation 7+ days before pickup: 100% refund of the rental amount
• Cancellation 3-6 days before pickup: 75% refund of the rental amount
• Cancellation 24-72 hours before pickup: 50% refund of the rental amount
• Cancellation less than 24 hours before pickup: No refund
• No-show: No refund

2.2 Exotic and Ultra-Luxury Vehicles

• Cancellation 14+ days before pickup: 100% refund of the rental amount
• Cancellation 7-13 days before pickup: 75% refund of the rental amount
• Cancellation 3-6 days before pickup: 50% refund of the rental amount
• Cancellation less than 72 hours before pickup: No refund
• No-show: No refund

2.3 Special Events and Peak Season Rentals

For rentals during special events, holidays, or peak seasons (as designated on our website or rental agreement), stricter cancellation policies may apply. These will be clearly communicated at the time of reservation.

3. Reservation Modifications

3.1 Vehicle Changes

If you wish to change your reserved vehicle to a different model:

• Upgrade: You will be charged the difference in rental rates
• Downgrade: A refund for the difference in rental rates will be issued according to the cancellation schedule in Section 2

3.2 Date Changes

Requests to change rental dates are subject to vehicle availability and may result in rate adjustments:

• Date changes requested 7+ days before the original pickup date will not incur additional fees
• Date changes requested less than 7 days before the original pickup date may incur a modification fee of $150
• If the new rental period falls within a higher rate season or special event period, the rate difference will apply

3.3 Duration Changes

• Extended Rentals: Subject to vehicle availability and will be charged at the applicable rate
• Shortened Rentals: Refunds for unused days will be issued according to the cancellation schedule in Section 2

4. Early Returns

If you return the vehicle before the scheduled end of your rental period:

• Rentals returned within 24 hours of the original pickup time are charged for a minimum of one full day
• For rentals of 3 days or less, no refund is provided for early returns
• For rentals of 4-6 days, a maximum refund of one day's rental may be issued at our discretion
• For rentals of 7+ days, a maximum refund of two days' rental may be issued at our discretion

All early return refunds are calculated based on the difference between the original rate and the applicable rate for the actual rental duration.

5. Vehicle Issues and Service Interruptions

5.1 Mechanical Failures

In the event of a mechanical failure not caused by the renter:

• We will attempt to provide a replacement vehicle of equal or greater value
• If a comparable replacement is not available, a refund will be issued for the unused portion of the rental period
• Additional compensation may be provided for significant inconvenience at our discretion

5.2 Pre-existing Conditions

If you discover a significant issue with the vehicle at the time of pickup that was not noted during the inspection:

• Report the issue immediately before leaving our facility
• We will provide a replacement vehicle or cancel your reservation with a full refund

5.3 Force Majeure

In cases where rental service is interrupted due to natural disasters, severe weather, civil unrest, or other circumstances beyond our control:

• We will make reasonable efforts to accommodate you with an alternative vehicle
• If service cannot be provided, a refund will be issued for the unused portion of the rental
• We are not responsible for additional costs incurred due to force majeure events

6. Insurance and Damage Deposits

6.1 Insurance Purchases

Optional insurance coverage purchased through FilrsTrade:

• Is fully refundable if the reservation is cancelled 7+ days before pickup
• Is refunded at 50% if the reservation is cancelled 3-6 days before pickup
• Is non-refundable if the reservation is cancelled less than 72 hours before pickup

6.2 Security Deposits

Security deposits are processed as follows:

• Authorized (not charged) on your credit card at the time of pickup
• Released within 3-5 business days after the vehicle is returned without damage
• Partial or full retention may occur if damages are found, subject to the terms of your rental agreement and selected insurance coverage

7. Refund Request Process

8. Refund Processing

8.1 Processing Time

Once approved, refunds are processed as follows:

• Credit card refunds: 5-10 business days to appear on your statement
• Debit card refunds: 7-14 business days to appear in your account
• Alternative payment methods: Processing times vary and will be communicated during the refund process

8.2 Refund Method

Refunds are issued to the original payment method used for the reservation. We cannot issue refunds to a different credit card or payment method than the one used for the original transaction.

9. Special Circumstances and Exceptions

9.1 Medical Emergencies

In cases of serious medical emergencies preventing travel:

• We may provide more flexible refund terms with appropriate documentation
• A doctor's note or hospital document may be required
• Each case is evaluated individually by our management team

9.2 Bereavement

In the event of a death in the immediate family:

• We may offer a more flexible refund policy or credit for future rental
• Documentation may be requested at our discretion

9.3 Premium Member Considerations

Members of our premium loyalty program may receive enhanced refund terms as part of their membership benefits. Please refer to your membership agreement for details.

10. Disputes and Resolution

If you disagree with our refund decision:

1. Request an escalation to our management team by emailing management@filrstrade.com
2. Provide all relevant details and documentation supporting your position
3. A senior manager will review your case and respond within 5 business days

All refund decisions made after management review are considered final.

11. Policy Changes

FilrsTrade Premium Car Rental reserves the right to modify this Refund Policy at any time. Any changes will be posted on our website and will apply to reservations made after the posting date. Reservations made prior to policy changes will be honored under the policy in effect at the time of reservation.

12. Contact Information

For questions regarding our Refund Policy or to submit a refund request, please contact: