Refund and Cancellation Policy

CARJACK LTD
Website: www.carjackcy.com
Last updated: 05/05/2026

1. Introduction

This Refund and Cancellation Policy explains the conditions under which a customer may cancel a booking, request a refund, modify a reservation, or receive a refund for a car rental service provided by CARJACK LTD through www.carjackcy.com or through any other official communication channel of the company.

This policy applies to bookings made through our website, by telephone, email, WhatsApp, social media, travel partners, or any other approved booking method.

By making a booking or payment with CARJACK LTD, you confirm that you have read, understood and accepted this Refund and Cancellation Policy.

2. Booking Confirmation

A booking is considered confirmed only when:

• CARJACK LTD has confirmed vehicle availability; and
• the required deposit, prepayment or full payment has been successfully received; and
• the customer has provided the necessary booking details.

CARJACK LTD reserves the right to refuse, cancel or amend a booking if:

• incorrect, incomplete or misleading information has been provided by the customer;
• the customer does not meet the rental requirements;
• the customer does not provide a valid driving licence, passport, identity card or other required documents;
• payment is not completed successfully;
• fraudulent, suspicious or unauthorised activity is detected;
• the selected vehicle becomes unavailable due to accident, breakdown, previous customer delay, theft, damage, force majeure or circumstances beyond our reasonable control.

3. Cancellation by the Customer

Customers may cancel their booking by contacting CARJACK LTD in writing by email, WhatsApp or another official company communication channel.

Unless otherwise agreed in writing, the following cancellation terms apply.

4. Cancellation More Than 72 Hours Before Pick-Up

If the customer cancels more than 72 hours before the scheduled pick-up date and time, CARJACK LTD may refund the amount paid, less any non-refundable charges already incurred.

Non-refundable charges may include bank charges, payment processing fees, administrative costs, delivery preparation costs, or any other direct costs already incurred in relation to the booking.

5. Cancellation Between 24 and 72 Hours Before Pick-Up

If the customer cancels between 24 and 72 hours before the scheduled pick-up date and time, CARJACK LTD may retain the booking deposit or charge a cancellation fee.

If the customer has paid the full rental amount in advance, CARJACK LTD may refund the remaining balance after deducting the applicable cancellation fee and any non-refundable costs already incurred.

6. Cancellation Less Than 24 Hours Before Pick-Up

If the customer cancels less than 24 hours before the scheduled pick-up date and time, the booking deposit or prepayment may be non-refundable.

If the booking was fully prepaid, CARJACK LTD reserves the right to charge a cancellation fee equivalent to the booking deposit, one rental day, or another reasonable amount depending on the booking value, vehicle category, season and circumstances of the cancellation.

7. No-Show Policy

A “no-show” occurs when the customer does not arrive to collect the vehicle at the agreed date, time and location and does not inform CARJACK LTD in advance.

In the case of a no-show:

• the booking may be cancelled automatically;
• the deposit or prepayment may be non-refundable;
• CARJACK LTD is not obliged to keep the vehicle available after the agreed pick-up time;
• CARJACK LTD may make the vehicle available to another customer.

If the customer is delayed due to a flight delay, travel disruption or any other reason, the customer must inform CARJACK LTD as soon as possible.

8. Flight Delays

If the customer has provided a valid flight number in advance and the flight is delayed, CARJACK LTD will make reasonable efforts to adjust the pick-up time.

However, CARJACK LTD is not responsible for flight delays, airport delays, airline changes, missed connections, immigration delays, baggage delays or any other travel issue outside its control.

Additional charges may apply for:

• out-of-hours delivery;
• waiting time;
• airport parking;
• delivery or collection rearrangements;
• changes to the agreed pick-up location or time.

9. Booking Modifications

Customers may request changes to their booking, including changes to:

• pick-up date or time;
• return date or time;
• vehicle category;
• pick-up or drop-off location;
• additional drivers;
• optional extras;
• insurance options.

All booking modifications are subject to availability and written confirmation by CARJACK LTD.

A modification may result in a price increase or additional charges. CARJACK LTD is not obliged to accept modification requests, especially where the request is made at short notice, during high-demand periods, or when the requested vehicle or service is unavailable.

10. Early Return of Vehicle

If the customer returns the vehicle earlier than the agreed return date or time, no refund is guaranteed for unused rental days or unused services.

Any refund for early return is at the sole discretion of CARJACK LTD and may depend on:

• the rental period;
• the vehicle category;
• the season;
• the booking conditions;
• the reason for early return;
• whether the vehicle can be rented again for the unused period.

11. Late Return of Vehicle

If the vehicle is returned later than the agreed return date or time, additional charges may apply.

Late return charges may include:

• extra rental day charges;
• additional insurance charges;
• loss of income if the vehicle was reserved for another customer;
• delivery or collection rearrangement costs;
• administrative costs;
• any other reasonable costs caused by the delay.

The customer must inform CARJACK LTD immediately if they expect to return the vehicle late.

12. Cancellation by CARJACK LTD

CARJACK LTD may cancel a booking if the vehicle becomes unavailable or if the company is unable to provide the rental service due to circumstances beyond its reasonable control.

Such circumstances may include, but are not limited to:

• accident;
• mechanical breakdown;
• safety concerns;
• previous customer late return;
• theft;
• vehicle damage;
• force majeure events;
• incorrect or suspicious booking details;
• failure by the customer to meet rental requirements;
• failure by the customer to provide valid documents.

If CARJACK LTD cancels a booking and cannot provide a suitable alternative vehicle, the customer will be entitled to a refund of the amount paid for the unavailable rental service.

CARJACK LTD shall not be responsible for indirect or consequential losses, including but not limited to missed flights, hotel costs, taxi costs, lost business, loss of holiday time or other related expenses, unless required by applicable law.

13. Alternative Vehicle

Vehicle images, descriptions and models shown on the website are for guidance purposes only.

Unless expressly agreed in writing, a booking confirms a vehicle category or similar type of vehicle, not necessarily a specific make, model, colour, fuel type, transmission type or registration number.

If the exact vehicle selected is unavailable, CARJACK LTD may provide a similar or upgraded vehicle, subject to availability.

If no suitable alternative vehicle is available and the customer does not wish to proceed with the rental, the customer may be entitled to a refund of the amount paid for the unavailable service.

14. Refunds

Approved refunds will normally be returned using the same payment method used for the original transaction, unless otherwise agreed or required.

For card payments made through the website, refunds will normally be processed through JCC Payment Systems Ltd or the relevant authorised payment service provider. JCC’s gateway documentation states that refunds/reversals can be handled through the Merchant Portal or via API, depending on the transaction status and payment setup.

Once CARJACK LTD submits an approved refund request, the time required for the funds to appear in the customer’s bank account or card statement depends on the customer’s bank, card issuer and payment provider.

CARJACK LTD is not responsible for delays caused by banks, card issuers or payment service providers.

15. Non-Refundable Charges

The following charges may be non-refundable, where applicable:

• booking deposits;
• cancellation fees;
• no-show charges;
• bank charges;
• payment processing fees;
• administrative fees;
• delivery or collection fees already incurred;
• airport parking fees;
• out-of-hours service fees;
• waiting-time charges;
• cleaning fees;
• fuel charges;
• traffic fines;
• parking fines;
• road offence penalties;
• damage charges;
• insurance excess charges;
• missing equipment charges;
• lost key charges;
• costs related to claims, fines, damages or breaches of the rental agreement.

16. Security Deposits

A security deposit may be required before or at the start of the rental.

The security deposit is not part of the rental price. It is held as security for possible charges arising from the rental, including but not limited to:

• vehicle damage;
• insurance excess;
• fuel shortage;
• late return;
• extra rental days;
• cleaning charges;
• traffic fines;
• parking fines;
• road offences;
• missing equipment;
• loss of keys;
• loss of vehicle documents;
• breach of rental terms.

The security deposit, or the remaining balance after any deductions, will be released or refunded after the vehicle has been returned and inspected.

If the security deposit is taken as a card pre-authorisation, the release time depends on the customer’s bank or card issuer. CARJACK LTD is not responsible for delays caused by banks, card issuers or payment providers.

17. Damage, Fines and Additional Charges

The customer is responsible for all charges arising during the rental period, including charges discovered or received after the vehicle has been returned.

These may include:

• vehicle damage;
• missing fuel;
• excessive dirt or cleaning requirements;
• lost keys;
• missing equipment;
• traffic fines;
• parking tickets;
• tolls;
• administrative costs;
• insurance excess;
• recovery or roadside assistance costs caused by customer fault;
• any breach of the rental agreement.

CARJACK LTD may deduct such amounts from the security deposit or charge them separately.

The customer remains liable for fines, penalties, damage and other charges connected with the rental period, even if CARJACK LTD receives notice of them after the rental has ended.

18. Refund Request Procedure

To request a cancellation or refund, the customer must contact CARJACK LTD using the contact details below:

Email: info@carjackcy.com
Telephone: +357 96034799
Website: www.carjackcy.com

The customer should provide:

• full name;
• booking reference, if available;
• rental dates;
• payment date;
• payment method;
• reason for cancellation or refund request;
• contact details.

CARJACK LTD may request additional information before reviewing or approving a refund request.

19. Refund Processing Time

CARJACK LTD will review refund requests within a reasonable period.

If a refund is approved, CARJACK LTD will submit the refund through the original payment method or relevant payment provider.

The actual time required for the refund to appear in the customer’s account depends on the customer’s bank, card issuer and payment provider.

20. Chargebacks and Payment Disputes

If a customer has a question or concern about a payment, cancellation or refund, the customer should contact CARJACK LTD first so that the matter can be reviewed and resolved.

Submitting a chargeback or payment dispute without first contacting CARJACK LTD may delay the resolution process.

In the event of a chargeback, payment dispute or refund investigation, CARJACK LTD reserves the right to provide relevant evidence to the payment provider, bank, card issuer or competent authority. This evidence may include:

• booking records;
• rental agreements;
• payment confirmations;
• cancellation records;
• communication history;
• vehicle delivery or collection records;
• damage reports;
• photographs;
• invoices;
• any other relevant documentation.

21. Force Majeure

CARJACK LTD shall not be responsible for failure or delay in providing services caused by events beyond its reasonable control.

Such events may include, but are not limited to:

• natural disasters;
• war;
• civil unrest;
• strikes;
• government restrictions;
• pandemics or public health restrictions;
• airport disruptions;
• road closures;
• severe weather;
• electricity or internet failures outside our control;
• payment system failures outside our control;
• other events beyond our reasonable control.

In such cases, CARJACK LTD will make reasonable efforts to offer an alternative arrangement, reschedule the booking, provide a suitable alternative vehicle, or issue a refund where appropriate.

22. Special Offers and Promotional Bookings

Bookings made under special offers, discounted rates, promotional codes, seasonal campaigns or non-refundable offers may be subject to different cancellation and refund conditions.

Any special conditions will be communicated to the customer before or at the time of booking.

In case of conflict between this general policy and the specific terms of a special offer, the specific terms of the offer shall apply.

23. Changes to This Policy

CARJACK LTD may update this Refund and Cancellation Policy from time to time.

The latest version will be published on this page with an updated “Last updated” date.

Customers are advised to review this policy before making a booking or payment.

24. Contact Us

For cancellations, refund requests or questions about this policy, please contact us:

Email: info@carjackcy.com
Telephone: +357 96034799
Website: www.carjackcy.com
Address: 14 Xanthis Str., Jason 6 Complex, Maisonette 3, 8048 Paphos, Cyprus

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