Cancellation and Refund Policy

Booking status

A website submission is a booking request until availability, documents, payment, deposit, and vehicle allocation are confirmed by our team. Cancellation and refund handling depends on whether the request is pending, confirmed, paid, handed over, active, completed, or closed.

Free cancellation window

Free cancellation is generally available within 15 minutes of booking confirmation when the scheduled rental start is more than 24 hours away. This window is meant for quick corrections such as wrong date, wrong car, duplicate request, or accidental booking.

Cancellation fees after the free window

After the free-cancellation window, a processing fee or cancellation charge may apply. The amount depends on vehicle blocking, time left before pickup, payment gateway charges, admin work already completed, special arrangements, and the booking-specific terms communicated at confirmation.

Cancellations close to pickup, after vehicle allocation, after failed document verification caused by customer-side issues, or after our team has prepared the car may attract higher deductions.

No-show and delayed pickup

If the customer does not arrive at the confirmed pickup time, does not answer verification or handover calls, or cannot complete required documents/payment, the booking may be treated as a no-show. No-show bookings may become partly or fully non-refundable except for eligible security deposit balance after deductions.

Rescheduling

Rescheduling is subject to vehicle availability, tariff changes, support approval, and payment of any difference in price or charges. A reschedule request is confirmed only after our team confirms the revised booking details.

Refund method and timeline

Eligible rental refunds are usually initiated to the original payment method or another approved method after internal review. Bank, UPI, card, wallet, and gateway settlement timelines are controlled by third-party payment providers and may vary.

Security deposit refunds are usually processed within 3-7 working days after trip completion, final inspection, and reconciliation of pending dues, tolls, traffic violations, fuel, extra kilometres, late return, cleaning, damage, and missing items.

Refund deductions

Refunds may be adjusted for amounts owed under the booking or policies.

• Cancellation fee, no-show fee, payment gateway charges, or booking processing charges.
• Late return, unapproved extension, extra kilometres, wrong-location return, fuel difference, or refuelling support.
• FASTag, tolls, parking, traffic fines, state permits, towing, impound, recovery, or legal expenses.
• Damage, accident, missing accessories, cleaning, smoking, stains, misuse, downtime, insurance excess, or claim rejection.

Company-initiated cancellation

If we cancel a confirmed booking due to vehicle breakdown, unexpected maintenance, prior customer delay, safety concern, unavailability, or an operational issue, we may offer a replacement vehicle, reschedule, or eligible refund based on the situation and customer preference.

How to request cancellation or refund help

Contact us at bookings@mrcoopercars.com or +91 63693 62832 with your name, registered phone number, booking date, car, and reason for cancellation or refund request. Refund decisions are made from booking records, payment records, and vehicle inspection records.