Last Updated: October 2025 |
Effective Date: October 12, 2025
Refund Overview
At DS Rent A Car, we understand that travel plans can change. Our refund policy is designed to be fair and flexible while ensuring the sustainability of our operations.
Key Principles
- Transparent Terms: All refund conditions are clearly stated
- Fair Processing: Refunds processed promptly according to policy
- Customer First: We consider exceptional circumstances
- Clear Timeline: Specific timeframes for different scenarios
Important Timeline
Refund eligibility depends on when you cancel relative to your pickup time. Please review the detailed terms below.
Cancellation Policy
Free Cancellation Period
48+ Hours Before
100% Refund
Full refund of all payments
24-48 Hours Before
50% Refund
50% cancellation fee applies
Late Cancellation & No-Show
- Less than 24 Hours: No refund available
- No-Show: Full amount forfeited
- Partial No-Show: Prorated charges apply
Multi-Day Rental Cancellations
- Weekly Rentals: Minimum 72-hour notice required for partial refund
- Monthly Rentals: Minimum 7-day notice required for partial refund
- Long-term Rentals: Custom cancellation terms apply
Booking Modifications
Free Modifications
The following changes can be made without charge:
- Pickup time changes (same day, 4+ hours notice)
- Contact information updates
- Additional driver information
- Special requests or notes
Modification Fees
| Modification Type |
Notice Period |
Fee |
| Date change |
24+ hours |
Rs. 1,000 |
| Vehicle upgrade |
12+ hours |
Price difference + Rs. 500 |
| Vehicle downgrade |
24+ hours |
Refund difference - Rs. 500 |
| Location change |
24+ hours |
Rs. 2,000 |
Refund Process
How to Request a Refund
- Contact Us: Call, WhatsApp, or email us with your booking reference
- Provide Details: Reason for cancellation and any supporting documentation
- Confirmation: We'll confirm your refund eligibility and amount
- Processing: Refund will be processed within the specified timeframe
Refund Methods & Timeline
- Credit Card: 5-10 business days
- Bank Transfer: 3-7 business days
- Cash Payment: 1-3 business days (office collection)
- Digital Wallet: 1-5 business days
Required Information
To process your refund, please provide:
- Booking reference number
- Original payment method details
- ID verification
- Reason for cancellation
Special Circumstances
Force Majeure Events
Full refunds may be available for cancellations due to:
- Natural Disasters: Floods, earthquakes, severe weather
- Government Restrictions: Travel bans, lockdowns, curfews
- Medical Emergencies: Serious illness or injury (with documentation)
- Flight Cancellations: Airline-related cancellations (with proof)
Company-Initiated Cancellations
If we need to cancel your booking:
- Vehicle Unavailability: Full refund + alternative vehicle offer
- Maintenance Issues: Full refund + compensation (if applicable)
- Operational Reasons: Full refund + priority rebooking
Insurance Claims
For insurance-related cancellations:
- Travel insurance may cover cancellation fees
- We provide documentation for insurance claims
- Medical certificates may be required
- Processing may take longer for verification
Dispute Resolution
If You Disagree with Our Decision
- Internal Review: Request a review by our management team
- Documentation: Provide any additional supporting evidence
- Escalation: Speak with our customer service manager
- Final Review: Decision by company director if necessary
External Resolution
If internal resolution is not satisfactory:
- Consumer protection agencies
- Tourism industry ombudsman
- Legal proceedings (as last resort)
Important Notes
- All cancellation times are based on Sri Lanka Standard Time
- Refund processing times may vary during peak seasons
- Additional fees (insurance, extras) follow the same cancellation terms
- Corporate bookings may have different cancellation terms
- This policy is subject to change with 30 days notice