Cancellation, Refunds and Changes

What This Policy Covers

This policy applies to every car hire booking made through the Zuzu Rent A Car website. The same rules apply at all of our locations: Trabzon Airport, Trabzon City Centre (Meydan), Istanbul Airport, Sabiha Gökçen Airport, Istanbul City Centre (our Kadıköy office) and Istanbul Bus Station. It makes no difference whether you booked while signed in to an account or as a guest; the cancellation and change terms are exactly the same.

The rules set out here should be read together with the information shown to you during booking and the rental agreement you sign when you collect the car. If you think something on this page differs from your rental agreement, please get in touch before taking any action and we will confirm in writing which terms apply.

Free Cancellation and Late Cancellation

You can cancel your booking free of charge up to 48 hours before your scheduled pick-up time. If you cancel within that window, you will receive a full refund of the amount you paid, with nothing deducted. The deadline is calculated from the pick-up date and time shown on your booking; when you originally made the booking does not affect it.

If you cancel less than 48 hours before pick-up, or if the car is not collected at all, a charge equal to one day's rental may be deducted. Any remaining balance is refunded to the card you paid with.

How the deadline works in practice

• If your pick-up is at 10:00 on a Friday, you can cancel free of charge until 10:00 on the Wednesday before, and you will get everything back.
• If you cancel the same booking after 10:00 on that Wednesday, one day's rental may be deducted and the rest refunded to your card.
• If you do not cancel and do not turn up at the pick-up location, the booking is treated as a no-show and one day's rental may be deducted.

How to Cancel Your Booking

Cancelling only takes a few steps. The sooner you do it, the more likely you are to fall within the free cancellation window. Here is what to do:

• Have your booking reference (from your confirmation email) and the email address used for the booking to hand.
• Send your cancellation request by email to [email protected]. The process is the same whether you booked with an account or as a guest.
• In your email, include your booking reference, your full name, your pick-up date and a clear statement that you wish to cancel.
• Once your request has been processed, you will receive a confirmation email showing that the booking has been cancelled and the amount, if any, to be refunded.
• Keep that confirmation email until the refund appears on your card.

The time your cancellation request reaches us is the time we use for your cancellation. If no confirmation arrives, check your spam folder, then drop us a line.

Refunds: How They Work and How Long They Take

Approved refunds are always made to the card you used to pay for the booking. Payments are taken through a licensed payment institution using 3D Secure authentication, and your card details are never stored on our website. For that reason we cannot refund to a different card, a bank account or in cash; the money always goes back to the card that was charged.

Once we have issued the refund, the time it takes to show on your card or account depends on your bank. If you have received our refund confirmation but cannot see the money after a reasonable wait, please check with your bank first and then contact us if needed; we can tell you what stage the refund has reached.

Security deposit hold

The security deposit is taken as a pre-authorisation on your credit card at the start of the rental. This means the amount is held, not charged. If you cancel before collecting the car, no hold has been placed yet, so there is nothing to release. After the rental ends, the hold is released; however, items such as the damage excess, missing fuel, traffic fines or toll charges may be covered from it in line with your rental agreement. Release times also depend on your bank.

Changing Your Booking

You may prefer to amend your booking rather than cancel it. Changes to dates, times, car category and pick-up or drop-off location are all subject to availability. Whenever you ask for a change, we will tell you the new price and any difference in advance; nothing is confirmed and nothing extra is taken from your card until you agree.

Changing dates or times

To change your pick-up or return date or time, simply contact us with your booking reference. If a car in your chosen category is available on the new dates, we will make the change. If the rental becomes longer or shorter, or if prices differ on the new dates, we will let you know the difference before anything is finalised.

Changing car category

You may wish to switch between our Economy, Mid-size, SUV and Family (5–7 seats) categories. If so, you must also meet the driver requirements for the new category: at least 21 years old with a licence held for at least 1 year for Economy, and at least 23 years old with a licence held for at least 2 years for all other categories. Cars are supplied on an "or similar" basis, so a specific model cannot be guaranteed within a category; an equivalent car from the same category may be provided. Changing category may also change the deposit amount, which is shown on each car's page.

Changing pick-up or drop-off location

You can switch your pick-up or drop-off point to any of our other locations. Returning the car to a different location from where you collected it counts as a one-way rental and carries an extra charge; the amount is shown during booking and will be confirmed to you in advance when you request the change.

Returning the Car Early

You are welcome to return the car before the date shown on your booking. You will need to return it to the drop-off location in line with your rental agreement, with the same fuel level as at pick-up and in the condition set out in the agreement. Please let the location know in advance.

Whether any refund is due for unused days is assessed according to the terms of your rental agreement. If this matters to you, please contact us before returning the car early and we will explain which terms apply in your case. The usual mileage, fuel and damage checks still apply.

Returning the Car Late

If you return the car after the time stated on your booking, an extra charge may apply for the additional time in line with your rental agreement. As our cars are often booked by the next customer, please let us know as soon as you realise you will be late.

If you would like to extend your rental, please contact us before the car is due back. Subject to availability, we will extend it and confirm the new price first. Where use continues beyond the agreed period without notice, the terms relating to insurance and protection cover are assessed according to the rental agreement. The usual fuel and mileage rules still apply.

Flight Delays and Travel Disruption

If you are collecting from one of our airport locations, please share your flight number and expected arrival time with us. If your flight is delayed or your coach journey runs late, let us know as soon as you find out. Where we are told about a delay in advance, we will do our best, subject to availability, to hold your car and adjust the hand-over time to your new arrival time.

Being unable to collect the car at the booked time because of a delay does not cancel your booking automatically. However, failing to turn up without contacting us may be treated as a no-show. So, please:

• Contact us with your booking reference as soon as you know about the delay.
• Share your new estimated arrival time, along with your flight number if you have one.
• If your flight has been cancelled, tell us whether you would like to move the booking to new dates or cancel it.
• Confirm the updated hand-over details we send you, together with any price difference.

Events Beyond Anyone's Control

Situations outside both your control and ours, such as natural disasters, severe weather, the closure of an airport or roads, restrictions imposed by the authorities or widespread flight cancellations, may be treated as force majeure. In such cases, rather than applying the standard cancellation deadlines rigidly, we will try to agree the most suitable solution with you.

If you cannot go ahead with your rental because of an event like this, sharing supporting information (for example, the airline's cancellation notice) will help us look at your case more quickly. Depending on the circumstances, we will consider postponing, amending or cancelling the booking. Every case is assessed on its own facts and the outcome is confirmed to you in writing.

A Note on the Right of Withdrawal

Under the legislation in force, the right of withdrawal that consumers normally have for distance contracts may be subject to exceptions for certain types of service. The Turkish Distance Contracts Regulation may list services such as car hire, which are provided on a specific date or during a specific period, among those exceptions. For this reason, cancellations and refunds for your booking are handled primarily under the cancellation terms set out on this page.

This note does not limit any rights you have under the legislation in force, and your statutory rights as a consumer are not affected. Seller details: [Company Name], [Address], [MERSIS No].

Contact Us

For cancellations, refunds, changes or any questions about this page, you can reach us at [email protected]. To help us deal with your request quickly, please include your booking reference, the name and email address used for the booking, and your pick-up date and location.

We log every request and confirm the outcome to you by email. If you are close to the end of the free cancellation window, sending your request in writing means the time of your request is clearly recorded. At Zuzu Rent A Car, our aim is to keep things as simple and predictable as possible, even when your plans change.