Under the EU Consumer Rights Directive, the 14-day right of withdrawal for online purchases does not apply to car rental services booked for a specific date or period.
- ECC-Net confirms there is no cooling-off period for car rental.
- Whether you can cancel for free depends on the booking terms you accepted, such as a free-cancellation window or a prepaid, non-refundable rate.
- In a package holiday, different rules apply.
Plans change. A flight is moved, a family member falls ill, or you find a cheaper car the day after booking. Many people assume that, like other online purchases in the EU, they have 14 days to change their mind. For car rental booked for specific dates, EU law does not give you that 14-day withdrawal right. What you can do depends on the booking terms you accepted, which is why they are worth reading before you pay.
Why the 14-day right does not apply
The EU Consumer Rights Directive (2011/83/EU) gives consumers 14 days to withdraw from most distance and off-premises contracts. Article 16 lists exceptions. Point (l) excludes the provision of car rental services, among other leisure services, if the contract provides for a specific date or period of performance.
ECC-Net confirms this for car rental: there is no cooling-off period.
| Booking | 14-day withdrawal right? |
|---|---|
| Rental car booked online for specific dates | No |
| Rental car booked by phone for specific dates | No |
| Car rental as part of a package holiday | Package rules apply instead |
| Long-term car subscription without specific dates | Check the terms; the exception is about specific dates |
What does decide whether you can cancel
Without a withdrawal right, your booking terms decide. Look for:
- free cancellation up to a certain time, often 24 or 48 hours before pick-up;
- a prepaid or non-refundable rate, which is cheaper but usually cannot be refunded;
- a cancellation fee, a fixed amount or a percentage;
- a no-show rule, for when you simply do not collect the car.
Brokers and rental companies often offer both flexible and prepaid rates. ECC-Net's 2022 screening of online rental intermediaries found that many sites gave unclear information and some showed pre-selected extras, so check the rate type on the final page before you pay.
Check your terms and the deadline
Find the cancellation clause in your booking confirmation. Note the exact deadline for free cancellation, including the time zone, in the deadline calculator.
Cancel in writing
Cancel through the booking account or by email, so you have a timestamp. Ask for written confirmation and the refund amount.
Question unreasonable fees
A cancellation fee should be clear and in the terms you accepted. A fee that was hidden, or is out of proportion, may be challenged as an unfair term. Our guide to unfair terms in car rental explains how that works, and the terms check helps you spot such clauses.
When the company cancels or cannot provide the car
The picture changes when the rental company is the one that does not deliver. If there is no car, or not the class you booked, the company is not performing the contract. Which? explains that in an overbooking situation, you can reclaim what you paid and hire a similar car elsewhere, claiming back the extra cost. Keep receipts and write down who told you what at the desk.
Car rental in a package holiday
If you booked the car together with a flight or hotel as a package, the Package Travel Directive applies. The European Commission explains that car rental is one of the travel services that can form a package, and that the organiser is responsible for all services in it. Packages have their own cancellation rules: you can cancel before departure against a reasonable fee, and without a fee in some situations, for example if the price rises by more than 8%. See our explainer on a rental car in a package holiday.
If you booked through a broker
If you booked through a comparison site or broker, cancel with the party you paid. That is usually the broker. Read who to complain to when you booked through a broker if the refund does not arrive. For a broker in another EU country, your European Consumer Centre can help.
Before you book: a short checklist
- Compare the flexible rate with the prepaid rate, and decide how likely a change of plans is.
- Note the free-cancellation deadline and its time zone.
- Check whether extras bought with the booking, such as cover or a child seat, are refunded on cancellation.
- Check whether your travel insurance covers cancellation costs for a rental car.
- Save the booking page with the cancellation terms as a PDF.
A short example
You booked a car in Sicily for 320 euros on a prepaid rate, and a week later your flight is cancelled. The 14-day withdrawal right does not apply. Your terms say the prepaid rate is refundable minus a 60 euro fee if you cancel more than 48 hours before pick-up. You cancel by email four days before, ask for confirmation, and receive 260 euros back. Because your airline cancelled the flight, you also check whether your travel insurance covers the 60 euro fee.
Frequently asked questions
I booked online yesterday. Can I still withdraw within 14 days?
Not under the EU withdrawal right. Article 16(l) of the Consumer Rights Directive excludes car rental services where the contract provides for a specific date or period of performance. You can only cancel on the terms of your booking.
The rental company cancelled. Do I get my money back?
If the company does not provide the car you booked, it is not performing the contract. You can usually claim a refund of what you paid, and in some cases the extra cost of a replacement car. Which? describes this for overbooking.
Does the exclusion also apply to a car in a package holiday?
A package has its own rules under the Package Travel Directive, including the right to cancel before departure against a reasonable fee, and free cancellation in some situations. Car rental can be one of the travel services in a package.
Sources
- legislation.gov.ukDirective 2011/83/EU on consumer rights, Article 16
- eccnet.euECC-Net: Car rental, your rights
- commission.europa.euEuropean Commission: Package Travel Directive
- which.co.ukWhich?: How to complain about your car hire company
- eccnet.euECC-Net: 55% of screened online car rental intermediaries violate EU law (14 July 2022)