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Refund and Returns Policy

CTS Rentals – Refund & Return Policy

1. General Policy

CTS Rentals is committed to providing fair and transparent rental practices. This Refund & Return Policy outlines the terms under which refunds may be issued for vehicle rentals and how security deposits are handled.

All rentals are governed by the agreed rental period stated in the rental agreement. By accepting the vehicle, the customer agrees to the terms outlined below.

2. Early Return of Vehicle

If a customer chooses to return the vehicle before the agreed rental end date, the following conditions apply:

  • No automatic refund will be issued for unused rental days.

  • Refunds for early returns are not guaranteed and are issued at the sole discretion of CTS Rentals.

  • Any approved refund will be calculated based on:

    • The revised rental rate for the actual rental period used (daily rates may differ from discounted multi-day rates).

    • Administrative and processing fees.

    • Any applicable bank or payment processor fees.

Note: Promotional rates, discounted packages, airport specials, or long-term rentals are non-refundable once the rental has commenced.

3. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

  • Early return due to:

    • Change of travel plans

    • Personal preference

    • Weather conditions

    • Medical or personal emergencies

  • Vehicle being returned due to:

    • Violation of rental agreement terms

    • Traffic violations, reckless driving, or misuse

    • Mechanical issues caused by customer negligence

  • No-show or failure to collect the vehicle at the agreed time and location.

4. Cancellations Before Rental Start

  • Cancellations made 48 hours or more before the scheduled rental start time may be eligible for a refund, less any processing fees.

  • Cancellations made within 48 hours of the rental start time are non-refundable.

  • Airport reservations and peak-period bookings may have stricter cancellation terms, which will be communicated at the time of booking.

5. Security Deposit Policy

A security deposit is required prior to vehicle handover and is held to cover:

  • Damages

  • Traffic violations

  • Late returns

  • Fuel discrepancies

  • Excess cleaning

  • Missing accessories or equipment

Security Deposit Refund Timeline:

  • If no issues are identified, the security deposit will be processed for refund within 5–10 business days after vehicle return.

  • Refund timelines may vary depending on:

    • Bank processing times

    • Payment method used (cash, card, transfer)

    • Pending traffic tickets or toll charges

6. Deductions from Security Deposit

CTS Rentals reserves the right to deduct from the security deposit for, but not limited to:

  • Vehicle damage (interior or exterior)

  • Fuel shortages (if vehicle is not returned at the agreed fuel level)

  • Late return charges

  • Excessive dirt, stains, or odors requiring special cleaning

  • Lost keys, documents, or accessories

  • Traffic tickets or fines incurred during the rental period

Any deductions will be communicated to the customer with supporting details where applicable.

7. Refund Method

  • Refunds (rental or deposit) will be issued using the original method of payment, where possible.

  • Cash refunds may be processed via bank transfer or cheque.

  • CTS Rentals is not responsible for delays caused by banks or payment processors.

8. Disputes

Any disputes regarding refunds or deposit deductions must be raised within 7 days of receiving the refund or refund notification. Disputes raised after this period may not be entertained.

9. Policy Updates

CTS Rentals reserves the right to amend or update this Refund & Return Policy at any time. The version in effect at the time of rental will apply.