Situation:

The client rented a car via Booking.com platform. Accidentally client lost his driver’s licence during the flight Vilnius – Palermo. After the arrival in Palermo, the client informed Booking.com that he lost his driver’s licence and asked to cancel a rental agreement and refund the money. Booking.com without a proper explanation denied the client’s right to a refund. The client contacted EuroClaim and we stepped into the dispute.

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Solution:

We analysed the Terms & Conditions of Booking.com and made the following discoveries. Booking.com under their T&C establishes that if a car renter cancels the rent:

• more than 48 hours before rental is due to start, the right to the refund is granted.
• less than 48 hours before, or while at the rental counter, Booking.com refunds what was paid minus the cost of 3 days of rental period – so there won’t be any refund if a car was booked for 3 days or less.
• Whereas if the rental is due to start (or the car renter just don’t turn up) no right to the refund will be granted.

EuroClaim contacted Booking.com and asked them to provide the right to the refund for the client. However, Booking.com refused to satisfy the demands. Therefore, without any alternatives left, we initiated a judiciary process under European Small Claim Procedure (ESCP).

After the judiciary process was initiated under ESCP, Booking.com agreed to provide the right to the refund to our client, therefore the settlement agreement was concluded between the parties.

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If you face a similar situation and the merchant denies your right to the refund, please do not hesitate to contact us. Having successful experience to navigate identical or similar disputes, we are ready to assist you here.