Refund Policy

Cancellation terms and refund conditions clearly explained

Last updated: June 2026  |  Amri Rental  |  Durres, Albania

We understand plans can change. This policy explains when and how you can cancel your booking, what refunds you are entitled to, and how we process them. Please read before booking.

1. Cancellation Policy

Cancellations must be made by contacting us directly by phone, WhatsApp, or email. The refund amount depends on how far in advance of the scheduled pick-up time you cancel:

Cancellation Notice Refund Notes
More than 48 hours before pickup Full Refund 100% of the prepaid amount refunded, minus any card processing fee (typically 1–2%) where applicable
24–48 hours before pickup 50% Refund 50% of the total rental value refunded. Extras and delivery fees are fully refunded if services were not started.
Less than 24 hours before pickup No Refund The full rental amount is forfeited. Vehicle preparation and reservation costs have already been committed.
No-show No Refund If you do not collect the vehicle at the agreed time and have not contacted us, the booking is cancelled and no refund is issued.

Time of pickup refers to the date and time specified in your booking confirmation. Refund eligibility is determined from the moment we receive your cancellation request in writing.

2. How to Cancel

To cancel your booking, please contact us using any of the following methods. Cancellations submitted outside business hours are recorded at the time of receipt:

You will receive a written cancellation confirmation from us. Please retain this for your records. If you do not receive a confirmation within 2 hours of submitting your cancellation, please follow up to ensure it was received.

3. Non-Refundable Items

The following charges are non-refundable regardless of when the cancellation is made:

  • Car delivery fee — once the vehicle has been dispatched for delivery to your specified location, the delivery charge is non-refundable.
  • Airport or port waiting fees — where our staff have waited beyond a reasonable time due to flight delays or no-contact, an administration fee may apply.
  • Kasko insurance premium — once the rental period has commenced, insurance premiums are not refundable.
  • Early return — if you return the vehicle before the agreed return date, no refund is given for unused rental days unless we agree otherwise in writing.

4. Booking Modifications

You may request to modify your booking (dates, times, vehicle upgrade, or extras) subject to availability. Please contact us as early as possible for any changes.

  • Date extension: Permitted subject to vehicle availability. The additional days will be charged at the current rate.
  • Date shortening: If you wish to reduce the rental duration, this is treated as a partial cancellation. The refund (if any) for the removed days is subject to the cancellation terms above, calculated from the time the change is requested.
  • Vehicle change: Subject to availability. If the new vehicle has a higher rate, the difference will be charged. If lower, the difference will be refunded.

5. How Refunds Are Processed

Approved refunds are processed as follows:

Day 0 — Cancellation Confirmed

We confirm your cancellation in writing and initiate the refund process.

Day 1–2 — Refund Initiated

We submit the refund to our payment processor or prepare a cash refund.

Day 3–10 — Funds Returned

Card refunds typically appear within 3–10 business days depending on your bank. Cash refunds are available immediately at our office.

Refunds are always returned to the original payment method used at the time of booking. We cannot redirect a refund to a different card or account.

6. Card Refunds

If your original payment was made by credit or debit card, please note the following:

  • Refunds are processed back to the exact card used for the original payment.
  • The timeline for the refund to appear in your account depends on your card issuer — typically 3–10 business days.
  • Any card processing fees paid at the time of booking (typically 1–2%) may not be refundable, as these are retained by the payment processor.
  • If your card has expired or been cancelled, please contact us so we can arrange an alternative refund method.
  • We will provide you with a refund transaction reference so you can track it with your bank.

7. Force Majeure & Exceptional Circumstances

In exceptional circumstances beyond your reasonable control (e.g., severe illness with medical documentation, natural disasters, government travel restrictions), we will consider refund requests on a case-by-case basis, even where our standard policy would not apply.

To request a goodwill refund under force majeure:

  • Contact us as soon as possible before or after the pickup date
  • Provide relevant supporting documentation (e.g., medical certificate, official notice)
  • We aim to respond within 5 business days with our decision

We are not obligated to grant refunds in force majeure cases, but we will always act fairly and consider each case individually.

8. Cancellations by Amri Rental

In the rare event that we need to cancel your reservation (e.g., vehicle becomes unavailable due to accident or breakdown), we will:

  • Notify you as soon as possible by phone and email.
  • Offer a full refund of any prepaid amount within 3–5 business days, OR
  • Offer an equivalent or superior replacement vehicle at no additional cost (subject to availability).

We accept no further liability for any consequential losses (e.g., missed travel connections, accommodation costs) arising from our cancellation.

9. Disputes

If you believe a charge or refund decision is incorrect, please contact us directly first — we resolve the vast majority of disputes promptly and fairly. If you are not satisfied with our response, you may:

  • Raise a dispute with your card issuer (chargeback process) — please note this should be a last resort, and we will cooperate fully with any investigation.
  • Contact the Albanian Consumer Protection Commission.

10. Contact Us

For cancellations, refund queries, or any questions about this policy: