Legal

Return and refund policy

Cancellation, modification, early return and refund of FLEXY RIDE RENT A CAR bookings.

Version 1.0Effective from October 5, 2026

FLEXYRIDE

Supplementary document: This policy supplements the Terms and Conditions (version 1.0) and forms an integral part of the Rental Agreement. FLEXY RIDE RENT A CAR — CAPITAL SMART INVESTMENT SRL, RNC 1-33-15474-9.

1. Principles

FLEXY RIDE RENT A CAR offers the customer two ways to book:

Plan: Flexible (default)
How it is paid: Standard rate. Paid when booking or when picking up the vehicle.
Who it is for: Those who want to be able to change or cancel without penalty.

Plan: Saver
How it is paid: Discounted rate, paid in advance when booking.
Who it is for: Those whose dates are certain and who prefer to pay less in exchange for less flexibility.

Plan	How it is paid	Who it is for
Flexible (default)	Standard rate. Paid when booking or when picking up the vehicle.	Those who want to be able to change or cancel without penalty.
Saver	Discounted rate, paid in advance when booking.	Those whose dates are certain and who prefer to pay less in exchange for less flexibility.

In all cases, the consumer rights established in Law No. 358-05, the General Law on the Protection of Consumer or User Rights, are respected.

2. Cancellation by the customer

2.1 Flexible plan

Time of cancellation: Up to 24 hours before the pickup time
Charge: No charge
Refund: 100% of the amount paid

Time of cancellation: Between 24 hours and 2 hours before
Charge: One (1) rental day
Refund: The rest of the amount paid

Time of cancellation: Less than 2 hours before, or failure to show up (no-show)
Charge: One (1) rental day
Refund: The rest of the amount paid

Time of cancellation	Charge	Refund
Up to 24 hours before the pickup time

3. Changes to the booking

Change of dates, time, vehicle or location: free of charge on the Flexible plan if requested up to 24 hours before pickup and subject to availability. The price is recalculated at the current rate.
Saver plan: one (1) free change of dates is allowed if requested at least 72 hours in advance. If the new rate is higher, the customer pays the difference; if it is lower, the difference is kept as credit.
Extension during the rental: must be requested before the return time and is subject to availability. It is charged at the current rate. Without authorization, section 5 of the Terms (late return) applies.

4. Early return

Plan: Flexible
What happens if the customer returns earlier than agreed: Full unused days are refunded. If the contracted rate had a length-of-rental discount (week or month) and the actual rental does not reach that length, it is recalculated at the rate that corresponds to the days actually used.

Plan: Saver
What happens if the customer returns earlier than agreed: Unused days are not refunded. At the customer's request, 50% of the value of those days is granted as credit toward a future rental.

Plan	What happens if the customer returns earlier than agreed
Flexible	Full unused days are refunded. If the contracted rate had a length-of-rental discount (week or month) and the actual rental does not reach that length, it is recalculated at the rate that corresponds to the days actually used.
Saver	Unused days are not refunded. At the customer's request, 50% of the value of those days is granted as credit toward a future rental.

5. Cancellation or non-performance by FLEXY RIDE

If FLEXY RIDE cannot deliver the booked vehicle (breakdown, accident, late return by another customer or any other cause attributable to the company), the customer may choose:

A vehicle of the same or a higher category at no additional cost; or
A 100% refund of the amount paid, including delivery fees.

If delivery is more than 2 hours late against the agreed time without the customer having accepted the delay, the customer will be compensated with a credit equal to one (1) rental day.

6. Force majeure

When the rental cannot take place for reasons beyond the customer's control and duly substantiated:

a weather alert issued by the COE (Emergency Operations Center) for the rental area;
cancellation of the customer's flight, evidenced by the airline's notice;
hospitalization of the customer or an immediate family member, evidenced by a medical document;
road closures or an order of the authorities that prevents the rental,

the customer may change the dates free of charge or receive a 100% credit valid for 12 months, on either plan. The documentation must be submitted within 7 days after the pickup date.

7. Security deposit (hold)

The deposit is not a charge: it is a hold on the customer's card.
FLEXY RIDE initiates its release within 24 business hours after the vehicle is returned in compliant condition. The issuing bank may take 1 to 7 business days to reflect it.
If there are damages, fines, fuel or other charges under the Terms, they are deducted from the deposit and the rest is released. The customer will receive the detail of each charge with its evidence (photographs from the handover and return reports, invoices or notices from the authorities).
If the deposit was paid in cash or by bank transfer, it is returned by the same means within 5 business days after the vehicle is returned in compliant condition.

8. How and when a refund is paid

Original payment method: Credit or debit card
Refund method and timing: To the same card. Processed within 2 business days; the bank may take 5 to 10 business days to reflect it.

Original payment method: Bank transfer
Refund method and timing: To the account indicated by the customer, in their name, within 5 business days.

Original payment method: Zelle
Refund method and timing: To the same Zelle user, within 5 business days.

Original payment method: Cash
Refund method and timing: At the branch or by bank transfer, within 5 business days.

Original payment method	Refund method and timing
Credit or debit card	To the same card. Processed within 2 business days; the bank may take 5 to 10 business days to reflect it.

9. Complaints

The customer may dispute a charge or the application of this policy within 15 days after returning the vehicle or after notice of the charge, by email, WhatsApp or at the branch.
FLEXY RIDE will reply in writing within a maximum of 10 business days, with the evidence supporting its decision.
If the customer is not satisfied, they may turn to the National Institute for the Protection of Consumer Rights (Pro Consumidor), without prejudice to the judicial remedies provided for in the Terms.

10. Corporate customers

Companies with a credit agreement or corporate rate are governed by what is agreed in their contract. Where the contract is silent, this policy applies in its Flexible form.

Summary: Flexible: free cancellation up to 24 hours before. Saver: up to 72 hours before, refund less 10% or 100% credit; between 72 and 24 hours, 100% credit; less than 24 hours, no refund.

2.2 Saver plan

Time of cancellation: Up to 72 hours before pickup
What the customer receives: A 100% refund less an administrative fee of 10% of the total, or a 100% credit toward a future rental, at the customer's choice.

Time of cancellation: Between 72 and 24 hours before
What the customer receives: A 100% credit toward a future rental, valid for 12 months. No cash refund.

Time of cancellation: Less than 24 hours before, or failure to show up
What the customer receives: No refund and no credit.

Time of cancellation	What the customer receives
Up to 72 hours before pickup	A 100% refund less an administrative fee of 10% of the total, or a 100% credit toward a future rental, at the customer's choice.
Between 72 and 24 hours before	A 100% credit toward a future rental, valid for 12 months. No cash refund.
Less than 24 hours before, or failure to show up	No refund and no credit.

The credit is personal, applies to a rental of equal or greater value and cannot be exchanged for cash.