Booking terms
Plans change. Here is exactly what happens when you cancel or amend a BNG hire, so there are no surprises. Cancellations are timed from the moment you confirm them in the client portal, against your booked pick-up time (UK time).
| When you cancel | Refund | Detail |
|---|---|---|
| More than 48 hours before pick-up | 100% refund | Cancel from the client portal and the full amount is released — no admin fee. |
| 24 – 48 hours before pick-up | 50% refund | Half the hire charge is retained to cover the vehicle being held off the fleet. |
| Less than 24 hours before pick-up | No refund | The vehicle is already prepared and allocated to you, so the hire is charged in full. |
| No-show at pick-up | No refund | If we haven't heard from you within 2 hours of the pick-up time the booking is closed as a no-show. |
Changing your dates or times through Reschedule in the client portal is free at any point before pick-up. The booking returns to pending while our team reconfirms availability, and the price is recalculated at the same daily rate.
As no card is taken at booking, refunds only apply to amounts already paid. Where a payment has been taken, it is returned to the original method within 5 – 10 working days of the cancellation being confirmed.
Bringing the vehicle back early does not reduce the hire charge on rentals of 7 days or fewer. On longer hires we refund whole unused days beyond the first 7, less a one-day handling charge.
We hold your vehicle for 2 hours after the booked pick-up time. Let us know if you are delayed and we will hold it for the rest of the day at no extra cost.
If a vehicle becomes unavailable we will offer an equivalent or better vehicle at the same rate. If nothing suitable is available you receive a full refund, whenever the cancellation happens.
Discounts applied with a promo code are refunded on the amount actually charged. Cancelling does not restore a single-use code, but our team can reissue one on request.
Every reservation can be cancelled or rescheduled from the client portal. If you need help, call our London team on 020 3576 1188 or email bookings@bngcarrentals.co.uk — cancellations made by phone are timed from the call.
