Booking fee refunds
This policy concerns only the 20% booking fee paid to Pick a Drive. The rental balance, delivery charges and security deposit paid directly to a host are separate. Mandatory consumer rights take priority.
1. Voluntary cancellation by the guest
You qualify for a full refund of our booking fee if you cancel at least 24 hours before the agreed vehicle handover. We use the time the cancellation reaches our support form or email and the agreed handover time, with the rental location’s time zone. If no precise handover time was agreed, we do not deny eligibility solely by assuming a midnight pickup.
Cancellations received later, no-shows and exceptional circumstances are reviewed individually, taking account of services actually provided, the reason, evidence and applicable rights. Opening chat does not by itself make the fee unconditionally non-refundable.
2. The host cannot supply the vehicle
Our booking fee is refunded in full if the host cancels or fails to provide the agreed vehicle. Report a materially different or unsafe vehicle to the host and support; we review the evidence and whether the agreed rental was supplied. You are not required to accept an inferior replacement or undisclosed mandatory charges to preserve your rights.
3. Erroneous or duplicate charges
We refund an erroneous platform-fee charge, including a confirmed duplicate. If payment status is unclear, do not pay again. Send the booking and payment references so we can reconcile the transaction with Stripe / Whop. A pending bank authorisation is not necessarily a completed charge.
4. How to request cancellation or a refund
Use /support, choose Payment, include “Cancellation/refund”, your booking reference, the agreed handover time and reason, or write to support@pickadrive.com. Tell the host too where possible. The support receipt records receipt of the request; it does not mean a provider refund has already completed.
We review the request and explain the decision and next steps. Approved refunds are initiated through the payment provider to the original payment method where supported; bank/provider processing times can differ. We do not require a new payment or your full card details to review a refund. Our full-fee refund does not promise reimbursement of independent bank conversion charges beyond applicable rights.
5. Direct host payments and existing bookings
The host handles the rental balance and deposit under the disclosed rental terms and applicable law. Its Flexible/Moderate/Strict label does not change this platform-fee policy. Contact support if the host’s conditions were not disclosed before payment.
This version applies to bookings accepted under it. It does not retrospectively reduce rights from an earlier paid booking, remove payment-provider dispute rights or prevent a complaint to a competent authority.