Cancellation, refund and return policy

1. Scope and contacts

This policy forms an integral part of the General rental terms of G Rent Srl and applies to bookings made on grent.online or confirmed by G Rent. For requests: reservation@grent.online, tel. +39 345 960 4778.

Since G Rent provides rental services and does not sell goods, “return” means returning the car or the end of the boating service, not the return of a purchased product.

2. Cancellation requested by the customer

Deadlines are calculated with reference to the start date and time indicated in the confirmation. For example, a 100% refund requires the cancellation to be received at least 15 full days before the start; once that threshold has passed, the next band applies.

Before final confirmation, a simple availability request can be withdrawn at no cost. If an amount has been charged in error before confirmation, it is refunded in full.

Special conditions may be more favourable to the customer. Any less favourable conditions are valid only if clearly communicated and accepted before the contract is concluded and within the limits permitted by law.

3. How to cancel or request a refund

The request must be sent to reservation@grent.online. For assistance the number +39 345 960 4778 is also available. The cancellation takes effect when G Rent receives it; G Rent sends a written acknowledgement of receipt.

The request must state the customer's name, booking reference, vehicle, dates and reason. G Rent may ask only for the information needed to identify the booking and verify the payment.

4. Changes requested by the customer

Changes to dates, times, place, vehicle or services are subject to availability and may result in a change in price. If the change is not possible and the customer withdraws, the cancellation percentages calculated at the time G Rent receives the request apply.

The booking may be transferred to another person only after the requirements have been checked and G Rent has confirmed in writing.

5. Cancellation or non-provision by G Rent

If G Rent cannot provide the confirmed vehicle or service, the customer may choose, where available, between an equivalent or higher-category vehicle at no extra cost, rescheduling or a full refund of the amounts paid for the service not provided.

A full refund also applies to amounts charged twice or incorrectly, limited to the amount not due.

6. Boats and weather and sea conditions

Safety comes before the itinerary. The skipper or operator decides whether to start, change, postpone or interrupt the outing based on weather and sea conditions, orders of the authorities and safety.

If, before departure, the service cannot be carried out safely, the customer may choose between rescheduling, a credit of equal value accepted in writing or a full refund. A mere preference of the customer not supported by a safety assessment follows the ordinary cancellation rules instead.

If the outing is interrupted after it has started for safety reasons, G Rent assesses in good faith, based on the part of the service actually enjoyed, a rescheduling or a proportional refund, without prejudice to the customer's mandatory rights.

7. Refund times and methods

After approval, G Rent issues the refund within 5 working days, as a rule using the same payment instrument as the original transaction. If this is not technically possible, G Rent agrees a traceable method with the payment holder.

The time needed for the amount to become visible depends on Viva.com, the card network and the card issuer, and may be later than the moment G Rent issues the refund. G Rent informs the customer that the refund has been issued and keeps evidence of it.

The refund is calculated on the amounts actually paid to G Rent. Third-party services purchased separately are subject to the terms of the relevant provider.

8. Security deposit and pre-authorisation

The pre-authorisation of the security deposit is not a charge and its release is not a refund. After the service has been properly completed, G Rent requests the release of the unused amount. The time it takes for the funds to become available again depends on the card issuer.

The pre-authorisation is mandatory to make the rental confirmation final. G Rent sends the Viva.com link during the 48 hours before pick-up or, for rentals concluded later, directly in the confirmation email. If the customer does not complete the pre-authorisation, the rental is cancelled and the amount already paid is refunded less applicable management fees and a penalty equal to 20% of the amount already paid, to the extent permitted by law.

If there are documented and contractually due costs, G Rent informs the customer and handles the amount according to the contract, except in urgent cases or under card network procedures. The customer retains the right to dispute the amounts.

9. Return of the car

The car must be returned at the place, date and time indicated in the confirmation, with the keys, documents and equipment received. Fuel or charge, mileage, cleanliness and condition of the vehicle are checked according to the contract.

Early return and not using part of the period do not give the right to an automatic refund. Late return may result in the price of the additional periods and any documented costs provided for in the accepted terms.

The customer must promptly report damage, breakdowns, accidents, theft or inability to return the vehicle and follow the instructions given by G Rent.

10. End of the boating service

For skippered services the boat is not handed over to the customer. The service ends at the agreed place and time or as directed by the skipper for safety reasons. The customer must collect their personal belongings; G Rent does not guarantee the recovery of forgotten items, without prejudice to any duty of custody provided for by law.

11. Right of withdrawal and consumer rights

For car rental services and for services related to leisure activities with a specific date or period of performance, the 14-day right of withdrawal does not apply under Article 59(1)(n) of Italian Legislative Decree 206/2005. This policy grants additional contractual cancellation rights and does not limit the consumer's mandatory rights in the event of a non-conforming or non-provided service.

12. Applicable version

The version accepted at the time of booking applies. This is version 1.1, effective from 19 October 2026. Subsequent changes do not affect bookings already confirmed, unless agreed with the customer or required by law.