REFUND & CANCELLATION POLICY

1. Definitions

• “Booking” means a vehicle reservation confirmed by Trivo.
• “Pick-up Time” means the date and time shown in your booking confirmation for collecting or receiving the vehicle.
• “No-Show” means that you do not collect the vehicle at the confirmed Pick-up Time and do not notify us in advance.
• “Non-Refundable Rate” means a booking, deposit, promotion, or prepaid offer clearly identified as non-refundable before payment.

2. Cancellation by the Customer

You may cancel your booking by contacting us using the details in Section 8. The cancellation time is the time at which Trivo receives your request.

• Cancellation received at least 36 hours before the Pick-up Time: full refund of the amount paid, except for any Non-Refundable Rate, deposit, or fee clearly disclosed at the time of booking.
• Cancellation received less than 36 hours before the Pick-up Time: a cancellation fee equal to 50% of the total rental price will apply. Any remaining refundable balance will be returned.
• No-Show: the full rental price will be charged and no refund will be provided.
• Any cancellation terms shown in your booking confirmation or attached to a special or broker rate will also apply. If they differ from this general policy, the terms clearly disclosed for that booking will take priority, subject to applicable law.

3. Refunds

• Approved refunds will be issued to the original payment method within 5-7 business days after the cancellation is confirmed.
• Your bank or card provider may require additional time to post the refund to your account.
• Bank, currency-conversion, or payment-processing fees charged by third parties may be deducted or may remain non-refundable where applicable and permitted by law.
• Special offers, prepaid rates, and discounted rates may be non-refundable when this is clearly stated before the booking is completed.

4. Booking Modifications

• You may request a change to the date, time, pick-up or return location, vehicle category, or rental period by contacting us at least 12 hours before the Pick-up Time.
• All modifications are subject to availability and confirmation by Trivo.
• A rate difference, delivery fee, location fee, or other applicable charge may apply.
• Changing to a lower-priced vehicle or shortening the rental period does not automatically entitle you to a refund. Any refund or credit will be determined under the rate conditions of the original booking.
• A requested modification is not confirmed until Trivo sends you written confirmation.

5. Cancellation by Trivo

• We may cancel a booking due to vehicle unavailability, mechanical failure, safety concerns, force majeure, incorrect booking information, suspected fraud, or other circumstances that prevent us from safely or lawfully providing the rental.
• Where practical, we may first offer a suitable replacement vehicle or alternative arrangement.
• If Trivo cancels and no suitable alternative is accepted, we will provide a full refund of the amount paid directly to Trivo for the affected booking.
• To the extent permitted by law, Trivo is not responsible for indirect or third-party costs, including accommodation, airline tickets, or other travel arrangements.

6. Exceptional Circumstances

• If a booking is affected by circumstances beyond your or our reasonable control, such as a documented flight cancellation, serious illness, natural disaster, or official travel restriction, we may offer a date change, rental credit, partial refund, or full refund at our discretion and subject to applicable law.
• We may request reasonable supporting documents before making a decision.
• Each request will be reviewed individually and does not create a standard entitlement for other bookings.

7. Non-Refundable Charges

The following amounts are generally non-refundable once incurred or supplied:

• Late-return charges, fuel charges, cleaning fees, traffic fines, damage charges, towing or roadside charges, and other rental-related costs.
• Used rental days, delivered services, and completed delivery or collection services.
• Prepaid add-ons, protection packages, or products that were clearly identified as non-refundable before purchase.

Nothing in this section limits any rights available to you under applicable Jordanian law.

8. Contact & Agreement

Your booking is subject to this policy, your booking confirmation, the applicable rate conditions, and Trivo’s full Rental Terms & Conditions.

For cancellation, modification, or refund requests, please contact: