Returns, refunds and cancellations

1. Scope of this policy

This policy sets out the conditions to modify, cancel and request refunds for bookings made with TUWAY CAR RENTAL through our website, official channels or authorised partners.

By placing a booking, the customer accepts this policy together with our general Terms and Conditions .

2. Booking changes

Changes to date, time, vehicle category or driver details are subject to availability and to the rate in force at the time the change is requested.

• Changes requested at least 48 hours before pick-up: no handling fee; the final price may change.
• Changes requested less than 48 hours before pick-up: a handling fee may apply or the change may be rejected.
• A change is only confirmed once we have acknowledged it in writing (email or official WhatsApp).

3. Cancellation by the customer

The customer may cancel a booking by notifying us via our official channels. Depending on when the cancellation is made, the following conditions apply:

• More than 72 hours before pick-up time: 100 % refund of the amount paid, minus any bank or payment platform fees.
• Between 30 and 24 hours before pick-up time: 50 % refund of the amount paid.
• Less than 24 hours before pick-up time: refund is not guaranteed. We may offer a voucher or date change depending on the case and availability.

*For non-refundable or promotional rates, more restrictive conditions may apply as shown during the booking process.

4. No-show

A no-show occurs when the customer does not appear at the agreed place and time for vehicle pick-up and has not informed us of any delay or issue.

• In case of no-show, the amount paid is non-refundable.
• We may keep the booking for a reasonable grace period but are not obliged to do so.

5. Cancellation or changes by TUWAY CAR RENTAL

In exceptional situations (e.g. vehicle breakdown, force majeure or operational reasons), we may need to modify or cancel a booking.

In such cases, we will offer the customer one of the following options:

• A vehicle of equal or higher category at no extra cost whenever possible.
• Change of booking dates by mutual agreement.
• Full refund of the amount paid if no alternative is accepted by the customer.

6. Refund process and timing

Approved refunds will be processed using the same payment method used for the original booking, unless otherwise agreed with the customer.

• The estimated time for the refund to appear is 5–10 business days, depending on the bank or payment platform.
• In some cases the refund may appear as a reversed charge rather than a separate transaction.

7. How to request a cancellation or refund

To cancel a booking or request a refund, the customer must contact us and provide the booking number, full name and rental dates:

• Contact form on the website.
• Email address shown in the contact section.
• Official WhatsApp channel displayed on our page.

We will review each request as soon as possible and confirm in writing whether the refund has been approved or rejected.

8. Contact

If you have any questions about this returns, refunds and cancellations policy, please contact us using the information available in the Contact section.