This Cancellation & Refund Policy explains how cancellations and refunds work on the Superkeys platform. It should be read alongside our Terms & Conditions and Privacy Policy, available at superkeys.com.
By submitting a Booking Request on the Superkeys platform, you confirm that you have read and agreed to this Cancellation & Refund Policy, our Terms & Conditions and Privacy Policy.
1. About Superkeys Bookings
Superkeys is a luxury vehicle marketplace and technology platform connecting Members with independent Providers. Superkeys acts as an intermediary and is not the vehicle owner, rental operator, or insurer.
Because Superkeys facilitates commitments with Providers on your behalf when a Booking is processed, all confirmed Bookings are treated as non-refundable by default. This position reflects the commitments made to Providers when securing your Booking.
2. Before Your Booking is Confirmed
A Booking Request does not constitute a confirmed Booking until it has been accepted by the relevant Provider.
If you wish to cancel before your Booking is confirmed, you may do so by:
• replying to the Booking Request confirmation email you received from Superkeys; or
• contacting Superkeys through official Platform communication channels at superkeys.com.
Superkeys will endeavour to cancel your Booking Request before it is confirmed with the Provider. Where your request is cancelled before Provider confirmation, no charges will have been committed.
Superkeys cannot guarantee cancellation of a Booking Request where the Provider has already confirmed the Booking prior to Superkeys receiving your cancellation request.
3. After Your Booking is Confirmed
Once your Booking has been confirmed, it is non-refundable. No refund will be issued for:
• change of mind or personal circumstances
• failure to collect the vehicle
• no-shows
• early returns
• partial use of the rental period
• cancellations initiated by you after confirmation
This non-refundable position is clearly stated at the point of booking. By submitting a Booking Request, you confirm your understanding and acceptance of this policy.
4. Exceptional Circumstances
In rare cases, a refund or partial refund may be considered at the sole discretion of the relevant Provider. Superkeys has no authority to compel a Provider to issue a refund and makes no guarantee that any refund will be granted.
Where you believe exceptional circumstances apply, you may contact Superkeys customer support at superkeys.com. Superkeys will endeavour to facilitate communication with the relevant Provider on your behalf. Superkeys' involvement in this process does not constitute acceptance of liability or any obligation to issue a refund.
Whether a refund is granted remains entirely at the Provider's discretion and subject to their own policies.
5. Provider-Initiated Cancellations
In the event that a Provider cancels a confirmed Booking, Superkeys will notify you as soon as reasonably practicable to your registered email address and will endeavour to identify an alternative vehicle on the Platform subject to availability.
Any refund entitlement arising from a Provider-initiated cancellation is subject to the Provider's own policies. Superkeys will assist in communicating your refund request to the Provider but does not guarantee any refund outcome and is not liable for losses arising from Provider-initiated cancellations.
6. Security Deposits & Pre-Authorisations
Security deposits and pre-authorisations are managed by Providers and payment processors. Deposit amounts and conditions will be communicated to you prior to or at the time of Booking confirmation.
Release of held funds following completion of a rental depends on the Provider's assessment of vehicle condition and compliance with rental terms. Superkeys is not responsible for the timing, withholding, or release of security deposits. Disputes regarding deposit deductions must be raised directly with the relevant Provider.
7. Non-Refundable Fees
The following amounts are non-refundable under all circumstances:
• verification and identity check fees
• processing fees where applicable
• any fees explicitly stated as non-refundable at the time of booking
8. Refund Processing
Where a refund is agreed by a Provider, processing times depend on:
• the Provider's internal processes
• your card issuer or payment provider
• the financial institution processing the refund
• applicable banking timelines
Superkeys does not control refund processing timelines and cannot accelerate or guarantee the timing of any refund.
9. Chargebacks
You agree not to initiate chargebacks or payment disputes with your card issuer or financial institution in respect of valid confirmed Bookings. Superkeys reserves the right to contest improper chargebacks, submit supporting evidence to financial institutions, suspend associated Accounts, and recover all associated costs and losses.
Initiating a chargeback does not affect your obligations under these Terms or any rental agreement with a Provider.
10. Changes to This Policy
Superkeys reserves the right to update this Cancellation & Refund Policy at any time. Where changes are material, Superkeys will provide reasonable advance notice to your registered email address. Continued use of the Platform following the effective date of any update constitutes acceptance of the revised policy.
11. Contact
For questions regarding this policy or for assistance with a cancellation matter:
Email: legal@superkeys.com
Platform: superkeys.com