Chargeback Policy
Last updated: August 23, 2026
1. Talk to us first
If a charge on your card looks wrong, contact us before contacting your bank. Every charge we make — the rental, a deposit capture, a cleaning or smoking fee, an overage — is itemised on your trip page with the evidence behind it, and most questions are answered by looking at it together. We aim to respond to any billing question within one business day.
2. How we handle disputes raised with us
Dispute a specific charge from your trip page and tell us why. The charge is marked disputed while we review it. We look at the trip record — the condition photographs from both handovers, the odometer and fuel readings, the agreement you signed, and the messages — and we come back to you with a decision and the reasoning. Where we are wrong, we refund without argument. Where we are not, you will see exactly what we relied on.
3. What happens when a chargeback is filed
A chargeback filed with your bank is not a faster route to the same outcome. It suspends the account while the bank's process runs, which takes 30 to 90 days, and it prevents us from refunding you directly even where we agree with you — the money is held by the bank until it decides. We respond to every chargeback with the full trip record: the signed rental agreement, the condition photographs at both ends with their timestamps, the itemised charges, and this policy.
4. Chargebacks filed without contacting us
Where a chargeback is filed on a charge that was never raised with us, the account is suspended pending the outcome and future bookings are declined. This is not retaliation for disputing a charge — you are welcome to dispute any charge, and section 2 exists for exactly that. It is that a bank dispute is an expensive and slow way to ask a question we would have answered the same day.
5. Fraudulent chargebacks
A chargeback claiming a trip did not happen, or that a vehicle was not received, where our records show otherwise, is treated as fraud. We provide the full record to the bank and, where the amount warrants it, pursue the balance through collections. Records of a completed trip include the signed agreement, identity verification, the handover photographs, and the vehicle's odometer readings at both ends.
6. Refunds we owe you
None of the above affects refunds you are entitled to. Cancellation refunds, deposit releases and overcharges are returned to the original payment method without you having to ask, on the timescales set out in the Cancellation and Deposit policies. If a refund is late, tell us — that is a question, not a dispute.
Questions about our policies? Contact us at gmotionrentals@gmail.com