Cancellations and Refunds

How cancellations, changes, no-shows and refunds work for vehicle rentals from Gilbert’s Car Rental.

Flights to the Family Islands move around, and we know it. If your plans change, tell us as early as you can and we will do what we reasonably can to help.

Cancelling a booking

More than 48 hours before pickup

Cancel at no charge. Any prepayment or deposit is refunded in full.

Within 48 hours of pickup

A cancellation charge of up to one rental day may apply. The remainder of any prepayment is refunded.

No-show

If the vehicle is not collected and we have not heard from you, up to one rental day may be retained.

Flight cancelled or delayed

No cancellation charge where the delay is outside your control and you tell us as soon as you reasonably can.

Changing a booking

Changes to dates, times or vehicle type are free of charge subject to availability. Contact us as early as possible, particularly around Regatta weekend and the Rake ‘n’ Scrape festival, when the fleet is fully committed.

Early return

If you return the vehicle before the agreed end of the rental, the unused days are not automatically refunded. Where the early return is agreed with us in advance we will normally refund the unused full days, less any applicable difference in the daily rate.

Security deposit

The security deposit is refundable. It is released after the vehicle has been returned and inspected, normally within a few business days, though your card issuer may take longer to show it. Deductions may be made for damage, missing fuel, traffic fines, lost keys or late return, and we will tell you what has been deducted and why.

How refunds are paid

Refunds are issued to the original payment method. Card refunds usually appear within 5 to 10 business days depending on your bank.

If something was not right

If there was a problem with the vehicle or the service, tell us during the rental rather than afterwards, so we have the chance to put it right. If it cannot be resolved at the time, contact us and we will look at it properly.

See also our terms and conditions and the FAQ.