Need a hand?

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

A Booking Request is not a confirmed Booking until the Provider has confirmed availability and the resulting invoice has been paid. At any point before payment, the request can be cancelled directly from the booking or by contacting us through official platform channels, with no charge committed.

After a booking is confirmed

Once confirmed, a 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 made by the Member after confirmation.

Exceptional circumstances

In rare cases, a refund or partial refund may be considered at the sole discretion of the Provider. Superkeys can facilitate communication with the Provider but has no authority to require a refund and does not guarantee one will be granted.

Provider-initiated cancellations

Where a Provider cancels a confirmed Booking, we notify the registered contact details 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. Superkeys does not control or guarantee refund processing times.

Chargebacks

Members agree not to initiate a chargeback or payment dispute with their card issuer for a valid, confirmed Booking. Superkeys reserves the right to contest improper chargebacks and to recover associated costs.

Disputing a charge

Support should be contacted with the booking reference before disputing a charge with a bank.