At Al Attar Car Rental, we strive to provide our customers with the best possible service and a hassle-free car rental experience. This Refund and Returns Policy outlines the terms and conditions for cancellations, refunds, and vehicle returns.

1. Cancellation & Refund Policy

1.1 Cancellation by the Customer

• More than 24 hours before pickup:
  • Full refund of the rental amount.
• Less than 24 hours before pickup:
  • A cancellation fee equivalent to one day’s rental will apply.
• Same-day cancellations or no-shows:
  • No refund will be provided.

1.2 Cancellation by Al Attar Car Rental

• In rare cases, we may cancel a booking due to vehicle unavailability, technical issues, or other unforeseen circumstances.
• In such cases, the customer will be offered either:
  • A full refund, or
  • An alternative vehicle of equal or higher category at no additional charge.

2. Refund Eligibility

Refunds are applicable in the following cases:
✔ Prepaid bookings canceled within the permitted timeframe.
✔ Overcharges or incorrect billing errors (upon verification).
✔ Deposits held for security that are not used for fines, damages, or additional charges.

Refunds are NOT applicable in the following cases:
✘ Early return of the rental vehicle.
✘ Damage to the vehicle due to renter negligence.
✘ Violations of the rental agreement (e.g., off-road driving, reckless behavior).

3. Refund Process & Timeline

• Refunds will be processed using the original payment method (credit card, debit card, or bank transfer).
• The standard processing time for refunds is 7-14 business days, depending on the bank or payment provider.
• Security deposits may take up to 21 days to be refunded, depending on fines, Salik (toll charges), and any other outstanding charges.

4. Vehicle Returns & Exchange Policy

4.1 Returning a Rental Vehicle

• The vehicle must be returned on or before the agreed return time.
• Late returns exceeding the grace period of 59 minutes will be charged for an additional rental day.
• The vehicle must be returned in the same condition as received, with no damages and the same fuel level.

4.2 Early Return Policy

• If a customer returns the vehicle before the end of the rental period, no refund will be issued for the unused days.

4.3 Vehicle Replacement & Exchange

• If a customer experiences a mechanical issue with the rental car (not due to misuse), a replacement vehicle of similar or better category will be provided at no extra cost.
• Customers requesting a vehicle change (e.g., for personal preference) may be subject to availability and additional charges.

5. Security Deposit Refunds

• A refundable security deposit is required at the time of rental.
• The deposit will be held for up to 21 days to cover:
  • Traffic fines
  • Salik toll charges
  • Fuel refilling charges
  • Any damage repairs (if applicable)
• If no deductions are required, the full deposit will be refunded within the specified period.

6. Disputes & Complaints

• If you have a concern regarding a refund or return, please contact our customer service team within 7 days of vehicle return.
• Disputes will be reviewed on a case-by-case basis.
• If a refund is approved, processing will begin immediately.