Cancellation & Refund Policy
Last Updated: 28 November 2025
At Dorek Travel (“Dorek”, “we”, “us”), we aim to provide a smooth, reliable, and transparent rental experience. This Cancellation & Refund Policy explains how cancellations, refunds, changes, and related charges are handled for both customers and vendors (car owners, car dealers, and rental agencies) using our platform.
1. General Principles
- This Policy forms part of our Terms of Use and applies to all bookings made through the Dorek platform.
- Some vendors may have additional or stricter cancellation rules. Where clearly displayed on the listing or booking page, those rules will apply together with this Policy.
- All time references (e.g. “24 hours”) are based on the agreed pickup date and time shown on the booking confirmation.
2. Customer Cancellations
2.1 Cancellation Before Pickup
- More than 48 hours before pickup: Full refund of the rental amount paid to Dorek (minus any non‑refundable processing or gateway fees, where applicable).
- 24–48 hours before pickup: 50% refund of the rental amount.
- Less than 24 hours before pickup: No refund of the rental amount due to vehicle preparation, scheduling, and blocked availability.
Any separate third‑party fees (e.g. bank charges, payment gateway fees, mobile money reversal fees) are non‑refundable and may be deducted from the refund amount.
2.2 No Show
If the customer does not arrive at the pickup location or fails to meet the vendor at the agreed time and fails to notify us or the vendor, the booking will be marked as a No Show. No refund will be issued, and the full rental amount may be retained.
2.3 Failure to Provide Required Documents
If, at pickup, the customer cannot provide valid documentation (such as a recognised driver’s licence, ID/passport, or any documents clearly required in the listing), the vendor may refuse to release the vehicle. In such cases, the booking may be treated as a No Show and no refund will apply.
3. Vendor Cancellations
If a vendor cancels a confirmed booking due to vehicle unavailability, mechanical failure, or other vendor‑side issues:
- The customer will receive a full refund of the rental amount paid to Dorek.
- Dorek may, where possible, assist the customer in finding a similar alternative vehicle; however, availability is not guaranteed.
- Vendors may receive warnings, reduced listing visibility, or other penalties for repeated or last‑minute cancellations.
4. Early Returns, Extensions & Partial Refunds
- Early returns: Customers who return a vehicle earlier than the agreed time are not automatically entitled to a refund. Any partial refund for unused rental days is at the discretion of the vendor and subject to an early‑return administrative fee where applicable.
- Extensions: Extending the rental period is treated as a new or amended booking and is subject to current rates and vehicle availability. Extension fees must be confirmed and accepted through the platform or via approved channels.
- Downgrades or changes imposed by vendor: If a vendor provides a lower category vehicle due to availability issues and the customer accepts, the price difference (if any) may be refunded or credited.
5. Non-Refundable Situations
Refunds will not be issued in the following cases:
- Customer provides false, invalid, or incomplete documentation.
- Customer does not hold a valid driver’s licence for the required category at pickup.
- Customer violates Dorek Travel’s Terms of Use or vendor‑specific rules.
- Bookings where the vehicle has already been collected and used, except as set out in Sections 3 and 4.
- Charges related to consumed services, such as delivery or collection fees, fuel charges, tolls, penalties, parking fines, or additional cleaning fees.
- Security deposits retained by the vendor to cover documented damage, missing fuel, late returns, or other agreed charges.
6. Deposits & Security Holds
- Some vendors may require a refundable security deposit or card/mobile money hold before releasing the vehicle.
- Deposit terms (amount, conditions for deduction, and refund timing) will be explained by the vendor or listed in the vehicle details.
- Disputes relating to deductions from deposits will be assessed based on inspection forms, photos, videos, and other evidence provided by both parties.
7. Refund Processing Time
Refunds are processed using the original payment method where possible:
- Mobile money: typically 3–7 business days.
- Bank transfers / card payments: typically 3–10 business days.
Actual timeframes depend on your bank, mobile operator, or payment gateway and are outside Dorek’s full control. We will process approved refunds promptly, but delays caused by third‑party providers are not our responsibility.
8. Vendor Payouts & Chargebacks
For vendors using the Dorek platform:
- Vendor payouts are normally released once the rental begins or as defined in the vendor agreement, minus the 5% platform fee and any applicable charges.
- If a qualifying customer cancellation occurs before payout, the vendor will not receive that payout.
- If a refund or chargeback is required after payout (for example, due to vendor cancellation, service not provided, or verified dispute), the vendor must reimburse Dorek Travel within 3 working days of notification.
- Dorek may offset future payouts or temporarily hold balances where outstanding refunds or disputes exist.
9. Booking Changes (Rescheduling)
- First reschedule: One date or time change may be granted free of charge, subject to vendor approval and vehicle availability.
- Additional changes: Subsequent changes may attract an administrative fee and/or price adjustment based on updated dates and rates.
- Rescheduled bookings are not guaranteed to have the same vehicle model; an equivalent or similar category vehicle may be offered instead.
10. Force Majeure & Uncontrollable Events
In cases of events beyond the reasonable control of Dorek, the vendor, or the customer (such as severe weather, natural disasters, national emergencies, road closures, or other force majeure events), standard cancellation rules may not apply. Dorek will work with both parties to find a fair solution, which may include rescheduling, credits, or partial refunds, depending on the circumstances.
11. Disputes & Special Cases
If disputes arise regarding damage, fuel levels, mileage, cleanliness, or quality of service, Dorek Travel may temporarily hold payouts or refunds while conducting an internal review. Both customers and vendors may be required to submit photo or video evidence, inspection forms, or other relevant documentation.
Dorek acts as a facilitator to help both parties reach a fair outcome, but final financial responsibility remains between the customer and vendor as described in the Terms of Use.
12. Policy Changes
We may update this Cancellation & Refund Policy from time to time. The latest version will always be available on our website with a revised “Last Updated” date. Continued use of the Platform after changes take effect means you accept the updated Policy.
13. Contact Information
For cancellations, refund requests, or assistance, please contact us:
