Cancellation and refund policy
This is a summary of how cancellations and refunds work on Superkeys. It does not replace the full Cancellation and refund policy and Terms and Conditions published at superkeys.com, which govern in the event of any difference.
Before a booking is confirmed
Your Booking Request is not a confirmed Booking until the Provider has confirmed availability and you have paid the resulting invoice. At any point before payment, you can cancel the request directly from the booking or by contacting us through official platform channels, with no charge committed.
After a booking is confirmed
Once confirmed, your Booking is non-refundable by default. No refund is issued for change of mind, failure to collect the vehicle, no-shows, early returns, partial use of the rental period, or a cancellation you make after confirmation.
Exceptional circumstances
In rare cases, you may be offered a refund or partial refund at the sole discretion of the Provider. We can facilitate communication with the Provider but have no authority to require a refund and do not guarantee one will be granted.
Provider-initiated cancellations
Where a Provider cancels your confirmed Booking, we notify you and attempt to identify an alternative vehicle, subject to availability. Any refund arising from a Provider-initiated cancellation is subject to the Provider's own policies.
Non-refundable amounts
Any fee explicitly stated as non-refundable at the time of booking remains non-refundable under all circumstances. Identity verification carries no fee.
How refunds are issued
Where a refund is agreed, processing time depends on the Provider's process, the payment processor, and the card issuer's own timelines. We do not control or guarantee refund processing times.
Chargebacks
You agree not to initiate a chargeback or payment dispute with your card issuer for a valid, confirmed Booking. We reserve the right to contest improper chargebacks and to recover associated costs.
Disputing a charge
Contact support with your booking reference before disputing a charge with your bank.
Still need help?
See Contacting customer support.
Related articles
- Cancelling a booking
- How to make a reservation