Help and contact
Most questions are answered below. Is yours not there? Send us a message and we reply within two working days.
The check and the outcome
How reliable is the check?
The check compares your claim with the rules that apply to car rental in Europe and with what you uploaded. The strength meter is an estimate, not a guarantee and not legal advice.
My case is weak. What now?
Then we tell you before you pay and advise you not to buy the letter. You can still use the free route via the European Consumer Centre.
The letter and the rental company
Do you send the letter for me?
No. You send the letter yourself from your own email address, so you stay the sender. We never contact the rental company on your behalf.
What if the rental company does not reply?
After 14 days we email you and a reminder is ready in your case file. After 30 days without a proper answer, a free complaint to the European Consumer Centre is ready too.
Payment and refund
Can I get my money back?
Yes, if you ask within 14 days and have not sent the letter yet. Choose 'Payment and refund' in the form below and mention the email address you paid with.
Is this a subscription?
No. You pay once per case. There is no subscription and nothing is charged later.
My case file and link
I lost the link to my case. What now?
Go to My case and enter the email address you used when paying. We send you a new link within a minute. You do not need a password.
Can I open my case on another device?
Yes. Open the link from our email on that device. Each link works for 7 days; after that you simply ask for a new one.
Privacy and my data
What happens to my photos and documents?
They are stored encrypted in the EU and deleted automatically 12 months after your case is closed. You can delete them yourself at any time in your case file.
How do I ask for my data or have it deleted?
Choose 'Privacy and my data' in the form below. We answer within one month, as the GDPR requires.
Prefer email?
Write to us at hallo@scratchfair.com. Mention the rental company and the email address you used, so we find your case faster.