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Help (CJT - CarJet)
1 Oct 2025, 09:08 CEST
Good morning,
We would like to clarify some important points regarding your booking and the insurance coverage.
From the moment the reservation was made, it was clearly explained online that the Platinum Cover protects the excess, meaning it allows you to recover charges related to damage or theft that may be applied by the rental provider. However, it does not eliminate or waive the requirement to leave a security deposit at the rental desk.
In your case, a deposit of €2,460 was required to collect the vehicle. This is a standard procedure applied by the rental company and is also clearly stated in the terms and conditions you accepted at the time of booking.
Alternatively, the rental provider may offer additional local insurance at the counter which can reduce or remove the excess, but naturally, this comes at an additional cost payable directly to them.
We understand this may have caused confusion, but we must stress that all of this information was available and visible before completing your booking, and is also reiterated in your confirmation email and voucher.
Failing to read or fully understand the conditions prior to booking is considered the customer's responsibility.
As stated in our cancellation policy:
To obtain a refund of a prepaid booking, you must cancel it at least 48 hours before the start of your rental using the links contained in the voucher or through the 'My Booking' section of our website.
As we did not receive a cancellation request from you within the required timeframe, and the vehicle was not collected, we regret to inform you that a refund is not possible in this case.
We apologise for any inconvenience this may have caused.
Kind regards,
Andreea
DoYouSpain.com - Carjet.com - DoyouItaly.com
Reclamacao
24 Sept 2025, 00:15 CEST
