What does “retention policy” mean?
It is the rule applied by the rental company in situations where the booking is not used as planned. This can happen when the customer does not show up, cancels outside the allowed timeframe, or fails to meet the necessary requirements (Turn Down) at the time of pickup. In these cases, the rental company may retain part or all of the amount paid.
In which cases does the retention rule apply?
Retention of amounts applies in the following scenarios:
Cancellation outside the deadline: When the booking is canceled after the deadline set in our policy.
No-show: If you do not show up at the rental office to pick up the vehicle at the scheduled time.
Rental refusal (Turn Down): If the rental is refused at the time of pickup due to not meeting the minimum requirements.
What are the retention rules applied by rental companies?
Rental companies may apply the following retention rules, depending on the company policy and the booking situation (such as no-show or cancellation outside the allowed timeframe):
Retention of a percentage of the amount paid, such as 40%, 50%, 65%, or even 100%.
Retention of the amount corresponding to one day of rental.
Retention of a fixed amount on the total booking, for example: 100 dollars, 50 euros, 37 GBP, 1,800 Mexican pesos, or 92,000 Argentine pesos.
It is important to note that rules may vary significantly between rental companies.
What does cancellation policy mean?
The rental company’s cancellation policy is the set of rules defined by the company that determines how and under what conditions a booking can be canceled and which amounts may be retained or refunded. For example: until when it is possible to cancel without fees, when penalties will apply, and how much will be retained or charged in case of late cancellation.
When retention rules for cancellation exist, a notice period is specified during which canceling the booking will result in a charge.
What is no-show or Turn Down (rental refusal)?
No-show occurs when you do not show up to pick up the vehicle on the booking date and time, without prior notice. Turn Down (rental refusal) occurs when the rental company does not deliver the vehicle because you fail to present the required documents or meet the necessary requirements (such as driver’s license, credit card, minimum age, etc.) or due to other factors related to the store’s internal policies.
In both cases, the rental company may retain part or all of the amount paid, according to the retention policy.
Which rental companies have their own retention rules?
Several car rental companies have their own retention rules. These policies are designed to protect the company against operational costs and financial losses caused by last-minute cancellations, no-shows, or rental refusals.
See below for the list of rental companies that apply specific retention rules.
Click the arrow next to the following title to open the full list.
Cancellation and retention rules of rental companies.
Cancellation and retention rules of rental companies.
RENTAL COMPANY | CANCELLATION POLICY | NO-SHOWPOLICY |
ACE | Not applicable. Retention in case of no-show or non-use | 100% of total amount retained |
Alamo | Cancellation within 1 hour or less: 100% of the online payment retained | 100% of total amount retained |
Avis & Budget | Not applicable. Retention in case of no-show or non-use | 100% of total amount retained |
AZ | Not applicable. Retention in case of no-show or non-use | 100% of total amount retained |
Buchbinder | Cancellation within 48 hours or less: €50 retained from prepaid amount | €95 retained from total amount |
Confort | Not applicable. Retention in case of no-show or non-use | 1 rental day retained |
Dollar | Cancellation within 48 hours or less: €45 retained from prepaid amount | €45 retained from total amount |
Drivalia (France) | Cancellation within 1 hour or less: 20% retained from prepaid amount | 50% of prepaid amount retained |
Enterprise | Cancellation within 1 hour or less: 100% of the online payment retained | 100% of total amount retained |
Europcar | Cancellation within 48 hours or less: €50 retained from prepaid amount | €95 retained from total amount |
Fast | Cancellation within 24 hours or less: 20% retained from prepaid amount | 20% of prepaid amount retained |
Firefly | Not applicable. Retention in case of no-show or non-use | 1 rental day retained |
Global | Cancellation within 48 hours or less: €50 retained from prepaid amount | €95 retained from total amount |
Goldcar | Cancellation within 48 hours or less: €50 retained from prepaid amount | 100% of total amount retained |
GreenMotion | Not applicable. Retention in case of no-show or non-use | 100% of total amount retained |
Guerin | Cancellation within 48 hours or less: 50% retained from prepaid amount | 100% of total amount retained |
H-Lead | Cancellation within 24 hours or less: €50 retained from prepaid amount | €50 retained from total amount |
Hertz (Saudi Arabia) | Cancellation within 48 hours or less: 200 SAR retained from prepaid amount | 450 SAR retained from total amount |
Hertz (Europe) | Cancellation within 48 hours or less: €45 retained from prepaid amount | €95 retained from total amount |
Hertz (LATAM) | Not applicable. Retention in case of no-show or non-use | 1 rental day retained |
Hertz (United Kingdom) | Cancellation within 48 hours or less: £30 retained from prepaid amount | £70 retained from total amount |
Locauto | Cancellation within 24 hours or less: €50 retained from prepaid amount | €50 retained from total amount |
Motor Club | Cancellation within 1 hour or less: 100% of the online payment retained | 100% of total amount retained |
Movis | Cancellation within 24 hours or less: retention of 35 EUR of the payment retained | Retention of 35 EUR from the total amount. |
National | Cancellation within 1 hour or less: 100% of the online payment retained | 100% of total amount retained |
Ready | Not applicable. Retention in case of no-show or non-use | 1 rental day retained |
Routes | Cancellation within 24 hours or less: 65% retained from prepaid amount | 65% of prepaid amount retained |
Sixt | Cancellation within 48 hours or less: 100 USD retained from prepaid amount | 100% of total amount retained |
Solo | Not applicable. Retention in case of no-show or non-use | 1 rental day retained |
Thrifty (Saudi Arabia) | Cancellation within 48 hours or less: 250 SAR retained from prepaid amount | 563 SAR retained from total amount |
Thrifty (Europe) | Cancellation within 48 hours or less: €56 retained from prepaid amount | €119 retained from total amount |
Thrifty (United Kingdom) | Cancellation within 48 hours or less: £37 retained from prepaid amount | £88 retained from total amount |
Zoom | Cancellation within 3 hours or less: 40% retained from prepaid amount | 40% of prepaid amount retained |
Mode Rentals (New Zealand) | Cancellation within 48 hours or less: retention of 50 NZD from the prepaid amount. | Retention of 2 rental days from the total amount. |
Billionaires (EUA) | Cancellation within 72 hours or less: retention of 100% of the prepaid amount. | Retention of 100% of the total amount. |
United Rent a Car | Cancellation within 24 hours or less: retention of 35 EUR from the prepaid amount. | Retention of 35 EUR from the total amount. |
How does the retention policy work?
In cases of cancellation outside the allowed timeframe, the retention rule is automatically applied by the system, without the need for human intervention, and the booking is moved to retention status.
In cases of no-show, once the scheduled vehicle pickup time has passed, the booking is also automatically updated by the system to no-show status.
Are there exceptions to the retention policies?
In exceptional situations, such as a family death or health issues preventing travel, the customer may request an exemption from retention.
For this, supporting documents must be provided, such as a medical certificate or relevant official statement. Each request is evaluated individually, and the waiver of charges depends on the rental company’s analysis.
Does Rentcars have a retention rule?
Yes. When a booking is not used and there is no prior cancellation (No-Show), Rentcars applies a retention fee to cover administrative costs and ensure greater commitment to the booking. This retention is calculated fairly and may be a fixed amount or a percentage of up to 20% of the total booking, considering items such as protections, optional extras, and add-ons (excluding installment interest). In some cases, the retention may be adjusted according to the rental company’s policy, always respecting the 20% total value limit.
What can I do to avoid the rental company’s retention policy?
To avoid issues with your rental, it is important to follow a few steps:
Pay attention to details: Fill in all booking information correctly, such as full name, tax ID, email, and phone number. Incorrect information can cause delays or even rental refusal.
Check your booking: Once you receive confirmation, carefully review the email. Make sure the date, time, and pickup location are correct. If you notice any errors, try to make the changes online or contact our customer service immediately.
Confirm documents: Ensure you have all documents and requirements requested by the rental company, such as a valid and permanent driver’s license and a physical credit card in the main driver’s name. Missing any requirement may result in rental refusal (“turn down”).
Also, check our articles on requirements to ensure a smooth rental experience.
Report any delays: In case of unforeseen events, such as flight delays or issues en route, contact the rental company or our customer service to check for possible adjustments or exceptions. Providing flight information in the booking can help the rental company reschedule the vehicle pickup according to its tolerance policy.