How to cancel or change a booking with Steaze Car Rentals, what you get back, and the notice we need. This policy forms part of the Vehicle Hire Agreement.
A booking made on our website is a request. Nothing is charged and you owe nothing until we confirm the hire in writing. You can withdraw a request at any time before then, for free, by replying to us or calling [07 0000 0000].
Cancelling a confirmed hire
| When you cancel | What you pay |
|---|---|
| More than 7 days before delivery | Nothing. Full refund of anything paid. |
| Between 48 hours and 7 days before delivery | 50% of the delivery and collection fee. The rest is refunded. |
| Less than 48 hours before delivery | The full delivery and collection fee. The hire charges are refunded. |
| You're not there at delivery, and haven't told us | The delivery and collection fee, plus one day's hire. |
We never charge the whole hire as a cancellation fee. The amounts above reflect what a late cancellation actually costs us — a delivery run committed, a driver rostered, and a vehicle held out of the fleet that we can no longer re-let at short notice.
Cutting a hire short
If you return the vehicle early, we refund unused whole hire days. The delivery and collection fee isn't refunded, because both trips still happen. Contact us as soon as you know so we can bring the collection forward.
Changing a booking
- Dates, times or delivery address: free to change, subject to availability. Just tell us as early as you can.
- Different vehicle: free to change, subject to availability. If the new vehicle costs more you pay the difference; if it costs less we refund it.
- Adding or swapping a driver: free, but the new driver must meet the age and licence rules in clause 4 of the Hire Agreement and produce their licence at handover.
- Shortening a booking more than 48 hours out: treated as a change, not a cancellation. No fee.
If we cancel
If we cancel a confirmed hire for any reason other than your breach of the Hire Agreement, we refund everything you've paid, in full, including the delivery fee. Where the cancellation is at short notice we'll also do what we reasonably can to find you an alternative vehicle, with us or with another local operator.
If the vehicle you booked becomes unavailable, we'll supply a similar or better vehicle at no extra charge rather than cancel. If we can't, the refund above applies.
Weather, floods and road closures
Far North Queensland gets weather. If a cyclone, flood or declared emergency makes travel unsafe, or a road closure prevents delivery or collection, we'll refund the affected days in full or reschedule at no charge — your choice. This applies whether the disruption stops us delivering or stops you travelling.
We don't apply cancellation fees to a weather event. We'd rather you didn't drive.
Refunds
- Refunds go back to the card used for the original payment.
- We process refunds within 7 business days of the cancellation. Your bank may take a few days more to show them.
- Your bond is separate. It's released or refunded on the same timeline and isn't affected by a cancellation fee.
Your consumer rights
Nothing in this policy limits your rights under the Australian Consumer Law. If we fail to supply the service we agreed to, you're entitled to a remedy under that law regardless of what this policy says about fees. If you think a cancellation charge has been applied unfairly, contact us on [07 0000 0000] or hello@[domain].com.au and we'll review it.