If cancellation is necessary, you can proceed in two ways: directly through the Rentcars website or via online chat with Carol, our virtual assistant.
Canceling a reservation via the website or app:
Log in to your account and go to the "My Bookings" tab;
Select the reservation you want to cancel and click on "Cancel Reservation";
Indicate the reason for the cancellation. There is also a space for you to add a comment if you wish.
That's it! Your reservation will be canceled, and you will receive a cancellation confirmation email, along with instructions on the refund process for prepaid reservations.
Canceling a reservation via online chat:
Log in to your account;
Go to our support center under "Help" and "Online Chat (24h)";
Start the conversation through the chat with Carol, our virtual assistant. She can help you with the first steps and even cancel your reservation quickly and easily.
If additional support is needed, you will be automatically directed to one of our human agents, ensuring uninterrupted assistance.It’s a simple and convenient way to manage everything related to your reservation, wherever you are.
Attention: If the cancellation is requested after the pickup deadline, the processing time may be longer, as we need to confirm with the rental company that the vehicle was not used. Once everything is resolved, you will receive an email confirming the cancellation.
What is the deadline for canceling a reservation?
It is recommended to cancel the reservation at least 48 hours before the scheduled vehicle pickup time to avoid fees. This timeframe may vary depending on the specific conditions of your reservation, the rental company’s policy, and whether the reservation is domestic or international. Therefore, check the specific conditions provided at the time of booking or on the confirmation voucher.
Important: If you fail to pick up the vehicle or cancel after the deadline, cancellation fees may apply.
What is the cancellation deadline for RentalCover?
RentalCover must be cancelled by 11:59 PM on the scheduled pickup date of the reservation. Cancellation after this time will result in the full retention of the RentalCover. That means even if the pickup time has passed, but it is still the same day as the scheduled pickup, cancellation of the RentalCover can still be requested.
The cancellation deadline is based on 11:59 PM local time at the vehicle pickup location.
Important: Cancellation after the deadline or in case of no-show results in full retention of the RentalCover.
Possibility of Exception: There are some situations where it is possible to submit a request to check the possibility of waiving the RentalCover retention fee, such as death or illness. In these specific cases, you will need to contact our support center to report the situation.
If I cancel after the pickup deadline, will there be any penalty?
Cancellation of a reservation after the vehicle pickup time is subject to retention fees. Rentcars applies a retention of 20% of the total reservation value in these cases, except when the customer provides proof of illness or death. In such cases, we can review the exemption of this fee. Additionally, the rental company may retain up to 100% of the reservation value, depending on its specific policy.
We recommend carefully reading the conditions established at the time of booking and checking the confirmation voucher, where applicable conditions and fees for late cancellation or no-show are detailed. Policies vary between rental companies and are disclosed at the time of booking or on the confirmation voucher.
Below are some examples of rental companies that have retention policies.
Europcar: may charge a retention fee for cancellations made less than 48 hours before vehicle pickup.
Avis & Budget: in case of no-show, the full reservation amount will be retained.
Enterprise Group (Alamo, National, and Enterprise): the full reservation amount will be retained in case of no-show. If cancellation is requested less than one hour before pickup, the full amount will also be retained.
Sixt: in case of no-show, 100% of the total amount is retained, meaning the full reservation amount will be held.
Important: The rental companies listed above are just some examples. We recommend you always check the terms and conditions of the chosen rental company at the time of booking, as retention and cancellation policies may vary.
If the cancellation is due to illness, emergency, or natural causes, will I get a refund?
If your reservation cancellation is due to force majeure situations such as illness, medical emergencies, or natural disasters, we will review the possibility of waiving the cancellation fee. Proof of illness or a death certificate will be required.
Attention: Only cases with proper documentation will be considered for fee exemption. Other situations, such as flight delays, cancellations, or unforeseen events, will still be subject to retention fees.
I booked a reservation and noticed today that the price dropped. Can I rebook at the new price without canceling my previous reservation?
You can modify your reservation without canceling it, avoiding the need for new payments. If there is a price difference, the refund will be processed through the same payment method used, within 5 days after the modification is finalized.
Why was my reservation canceled by the rental company?
Your reservation may have been canceled by the rental company due to: lack of available vehicles, unavailability of the reserved category, permanent store closure, or extraordinary events such as natural disasters. In these cases, you will receive a full refund with no cancellation fees.
However, cancellations may also occur for reasons such as: failure to appear within the rental company’s grace period, failure to meet rental requirements, such as providing proper documentation or meeting the required age limits, or rejection due to the rental company’s internal screening process. In these cases, cancellation fees may apply as outlined in the Terms and Conditions.
Will I receive proof of cancellation?
Yes. The email confirming your cancellation will serve as your proof of cancellation. Additionally, you can log into your account on our website, under "My Reservations," to check the updated status of your booking.
What is the refund timeline for a canceled reservation?
If you opted for online payment, the refund process for the eligible amount will begin as soon as our team confirms the cancellation. The refund will be processed within 5 calendar days. Refunds can be made to the card used for payment or issued as a credit voucher for future bookings, according to your preference.
Future credit is a way to keep amounts already paid by customers with Rentcars for use in new bookings. This credit voucher has no expiration date, offering flexibility to use it when most convenient. It is important to emphasize that future credit can only be generated from prepaid bookings (PP) and must be used exclusively for bookings under the same name, as it is a non-transferable benefit.
To initiate the refund process, check that the cancellation complies with the refund terms of the booking and ensure all necessary steps have been followed.
Learn more about refunds here.