i booked a car under booking reference [protected]
and as i work for a airline and i was on standby ticket, and due to the corona virus flight are not running as they should be, i was late in arriving to pick up the car, they said the booking is cancelled after 5 hours, but on there website it says that if the driver does not arrive to pick the vehicle up, it does not state the time, i was unable to contact them so when i did eventuLLY Arrive at tenerife airport they said the booking had been cancelled and they would not refund the money which i had paid for 23 days car hire, also the contract in a contarcition in its self as it states its non canceable at the beginning and further down it has box ticked that it is cancelable .i asked at the desk for a refund and was rudely spoken to by a woman who would not give me her name but wore dark rimmed glasses and had blond hair, told me no refund read the terms and conditions and cant you see we are closing now and turned her back on me and mumbled something in spanish and laughed .
the cancelation policy
Cancellation conditions for prepaid reservations through the Goldcar website:
Cancellation is free of charge up to 24 hours before the pick-up time. For cancellations made later than this, a cancellation fee of 20 euros will be charged. unless you have contracted a non-refundable rate. The total prepaid amount shall be refunded to the same credit or debit card as the one used for the initial payment. Refunds shall not be given for prepaid amounts if the reservation is canceled less than one hour before the scheduled pick up time of the rental car or after it. Moreover, Goldcar shall not give refunds for prepaid amounts if the client does not go to the hire office to pick up the vehicle.
To obtain the refund of prepaid amount, the customer must access the 'My Bookings' section of the Goldcar website and proceed to cancel the corresponding reservation. At the final step of the cancellation process, the customer will be redirected to the Goldcar payment gateway, where they can verify that the refund has been successfully made.
Non-refundable prepaid bookings may not be cancelled or modified (such as the«Crazy » rate or any other rate under another trade name identified as such). Even in the event of cancellation, the prepaid amount (taxes, fees or other charges included) shall be kept by Goldcar as compensation.
8.4 In case the customer purchases the Supplementary Cover "Relax", the franchise is 0€ for all damages caused to the vehicle bodywork. In addition, there will be a reduction of the guarantee deposit - to be deposited by the customer - to 300 EUR. And under this complementary "Relax" coverage, the costs associated with the of loss of income due to immobilization the vehicle - contained in clause 6.2 of the General Terms and Conditions - will be cancelled in the event of an accident.