Refund Policy
DriverXpress Refund & Cancellation Policy
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1. Introduction
At DriverXpress, we understand that plans can change, and we strive to provide a fair and transparent refund policy for all our renters. The following policy outlines the terms under which refunds and cancellations are processed.
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2. Security Deposit & Background Check Fee
2.1 Security Deposit Authorization
• A $99 security deposit is authorized at the time of the rental request and will be charged only upon manual approval of the booking.
• The security deposit is held to cover any potential damages, late returns, mileage overages, or violations during the rental period.
2.2 Background Check Fee Deduction
• If a background check is required for a first-time renter, a $49.99 background check fee will be deducted from the initial security deposit after manual approval.
• The remaining balance of the deposit will be refunded after the vehicle is returned in satisfactory condition.
• Verified Rideshare Drivers: Renters who provide proof of active driver status with Uber, Lyft, or other platforms may have the background check fee waived, but the $99 deposit will still apply.
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3. Cancellation Policy
3.1 Cancellations Prior to Manual Approval
• Renters may cancel their rental request without penalty if the request is canceled:
• More than 24 hours before the rental start date, or
• Within 1 hour of submitting the rental request.
• In these cases, the deposit authorization will be voided, and no charges will apply.
3.2 Cancellations After Manual Approval
• If the rental request has been manually approved, the following cancellation terms apply:
• More than 24 hours before the rental start date: Full refund of the security deposit minus any applicable background check fee.
• Less than 24 hours before the rental start date: A cancellation fee of $25 will be deducted, and the remaining deposit balance will be refunded.
3.3 Charges Due to Incomplete Documentation
• If a renter fails to provide required documentation for verification or proof of rideshare status within 24 hours of submitting a rental request, DriverXpress reserves the right to charge the standard $49 background check fee.
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4. Refund Policy
4.1 Refunds for Approved Cancellations
• Refunds for cancellations approved within the specified timeline will be processed within 3 business days of the cancellation request.
• Refunds will be issued to the original payment method used for the deposit authorization.
4.2 Refunds for Denied or Canceled Requests
• If a rental request is denied during the manual approval process, the deposit authorization will be voided or released within 3–5 business days depending on the payment provider.
• Non-Refundable Background Check Fee: If a background check was initiated, the $49.99 background check fee is non-refundable regardless of the rental request outcome.
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5. No-Show Policy
5.1 Definition of No-Show
A no-show occurs when a renter:
• Fails to pick up the vehicle at the scheduled time without prior notice, or
• Cancels the rental request less than 3 hours before the start time.
5.2 Consequences of No-Show
• For no-shows, the entire security deposit will be forfeited.
• Refund Timeline: Any applicable deductions will be processed, and refunds (if any) will be issued within 3 business days after the scheduled start time of the rental.
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6. Modification & Early Return Policy
6.1 Modifications to Booking
• Renters may request modifications to their booking, including changing the rental dates or vehicle, subject to availability and approval.
• If a modification results in a shortened rental period, refunds will be provided based on the unused portion of the rental minus a $25 modification fee.
6.2 Early Returns
• Renters who return a vehicle before the scheduled return time will not be eligible for a refund for unused days.
• Refund Timeline for Modifications: If applicable, refunds for modifications will be processed within 3 business days after the vehicle is returned.
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7. Force Majeure Policy
7.1 Definition of Force Majeure
Force Majeure refers to unforeseen circumstances beyond the control of DriverXpress or the renter that prevent either party from fulfilling their obligations. This includes, but is not limited to:
• Natural disasters (floods, earthquakes, hurricanes)
• Government restrictions or regulations
• Pandemics or public health emergencies
• Power outages or communication failures
7.2 Refunds Due to Force Majeure
• If a rental is canceled or interrupted due to a Force Majeure event, renters will be entitled to a full refund of the security deposit.
• Refund Method: Refunds will be processed to the original payment method within 3–5 business days.
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8. Refunds for Damages, Violations & Excess Charges
8.1 Deposit Deduction for Damages or Violations
• If a vehicle is returned with damages, traffic violations, or any outstanding issues, the cost of repairs, fines, or penalties will be deducted from the security deposit.
• Renters will receive an itemized invoice detailing any deductions, and the remaining deposit balance will be refunded within 3 business days after inspection.
8.2 Excess Damages or Violations Beyond Security Deposit
• If the cost of damages, fines, or violations exceeds the $99 security deposit, the renter agrees to be financially responsible for the full amount of any remaining balance.
• Renters will receive an itemized invoice detailing the excess charges within 5 business days after the vehicle is returned.
8.3 Payment of Excess Amounts
• Renters authorize DriverXpress to charge the payment method on file for any excess amounts due after the security deposit has been applied.
• If the payment method on file is declined or insufficient, renters must pay the outstanding balance within 5 business days of receiving the invoice.
• Grace Period: A grace period of 3 additional business days may be provided before initiating collection or legal action if the renter notifies DriverXpress of payment difficulties within the initial 5-day period.
8.4 Collection & Legal Action for Non-Payment
• If a renter fails to pay the excess amount within 5 business days of notification, DriverXpress reserves the right to:
• Initiate collection proceedings through a third-party agency.
• Report the outstanding balance to credit bureaus if applicable.
• Pursue legal action to recover the amount owed, including reasonable attorney fees and court costs.
8.5 Dispute of Excess Charges
• Renters may dispute excess charges by submitting a formal dispute request to DriverXpress within 5 business days of receiving the invoice.
• Disputed claims will be reviewed, and a final decision will be issued within 7 business days.
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9. Refund Timeline
9.1 Standard Refund Processing
• Approved refunds will be processed within 3 business days after cancellation or vehicle return.
• Refunds will be credited to the original payment method used for the deposit authorization.
9.2 Extended Processing for Certain Cases
• Refunds for cancellations made under Force Majeure events or involving disputed claims may take up to 5–7 business days to process, depending on the complexity of the case.
• Disputed Refund Timeline: If a dispute results in a favorable resolution for the renter, any applicable refund will be processed within 3 business days after the final resolution is issued.
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10. Dispute & Resolution Process
10.1 Disputes on Refunds
• If a renter disagrees with the outcome of a refund or deposit deduction, they may submit a formal dispute request to DriverXpress within 5 business days of the refund notification.
• All disputes will be reviewed, and a final resolution will be provided within 7 business days.
10.2 Arbitration for Unresolved Disputes
• Any disputes that cannot be resolved through internal review will be subject to binding arbitration in accordance with the DriverXpress Terms & Conditions.
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11. Contact Information
For questions, disputes, or assistance with refunds or cancellations, please contact us:
• Email: info@drivewithx.com
• Phone: 725-318-7095 (Available daily, 9 AM – 6 PM PST)
• Website: www.drivewithx.com