1. Free Cancellation of a Reservation
1.1. A confirmed reservation may be cancelled free of charge no later than 24 hours before the scheduled start time of the rental period, unless different conditions are specified for the particular reservation, rate, promotional offer, or partner platform.
1.2. Where a reservation is cancelled within the period specified in Clause 1.1, the prepaid amount for the reservation shall be refunded to the Renter, unless expressly stated otherwise for the particular reservation.
2. Cancellation Less Than 24 Hours Before the Start of the Rental
2.1. If a reservation is cancelled less than 24 hours before the scheduled start time of the rental period, the prepaid amount shall not be refunded.
2.2. At the discretion of Easy Rent Bulgaria, the prepaid amount or part thereof may be granted as credit towards a future reservation, subject to a validity period and conditions determined by the Company. The granting of such credit is not an automatic right of the Renter.
3. Failure to Appear (No Show)
3.1. A No Show occurs where the Renter fails to appear to collect the vehicle at the agreed time and has not notified Easy Rent Bulgaria in advance of the expected delay.
3.2. In the event of a No Show, the prepaid amount for the reservation shall not be refunded.
3.3. Easy Rent Bulgaria does not guarantee that the reserved vehicle will be held where the Renter is late without prior notice.
3.4. For reservations for which a valid flight number has been provided, Easy Rent Bulgaria may adjust the collection time to reflect a confirmed flight delay where operationally possible. Providing a flight number does not release the Renter from the obligation to inform the Company of known changes or circumstances that may affect vehicle collection.
4. Changes to a Reservation
4.1. A request to change a confirmed reservation may be submitted before the start of the rental period. Any change is subject to availability and the express confirmation of Easy Rent Bulgaria.
4.2. Where the rental period, vehicle category, collection or return location, selected additional services, Coverage, or other reservation parameters are changed, the price shall be recalculated in accordance with the current prices and conditions applicable at the time of the change.
4.3. Where the Renter requests, and Easy Rent Bulgaria confirms, a change to a lower vehicle category, the prepaid price difference shall not be refunded unless Easy Rent Bulgaria expressly confirms otherwise.
4.4. Where the reservation is changed to a higher vehicle category, the Renter shall pay the applicable price difference.
4.5. A request for a change shall not be deemed accepted until the Renter receives confirmation from Easy Rent Bulgaria and, where applicable, pays the amount of any price difference due.
5. Methods for Cancellation or Change
5.1. A reservation may be cancelled, or a change may be requested, through:
• the reservation-management functionality at easyrent.bg, where available;
• the user account, where the reservation is linked to such an account;
• e-mail to [email protected];
• another official contact channel designated by Easy Rent Bulgaria.
5.2. When submitting a request, the Renter must provide the reservation number and sufficient information to identify the reservation.
5.3. For the purpose of determining the time of cancellation, the relevant time shall be the time at which the request is received through an official Easy Rent Bulgaria contact channel.
6. Inability of Easy Rent Bulgaria to Fulfil the Reservation
6.1. A reservation is made for the relevant vehicle category. Easy Rent Bulgaria does not guarantee a specific make, model, colour, engine, equipment specification, or modification unless expressly confirmed as part of the particular reservation.
6.2. If the vehicle originally intended for the reservation cannot be provided, Easy Rent Bulgaria may provide a comparable vehicle from the same or a higher category, subject to availability.
6.3. If Easy Rent Bulgaria is unable to provide the reserved vehicle or a suitable comparable vehicle, the Company may cancel the reservation and shall refund the prepaid amount received in full.
7. Refusal to Provide a Vehicle Due to Failure by the Renter or Driver to Meet the Rental Conditions
7.1. Easy Rent Bulgaria may refuse to provide the vehicle where the Renter, Driver, or additional Driver does not meet the applicable rental conditions or fails to fulfil an obligation required for the vehicle to be provided. This includes, without limitation:
• failure to present the required original and valid documents;
• absence of a valid or applicable driving licence;
• failure to meet the minimum age or driving-experience requirements;
• provision of false, incomplete, or inconsistent information;
• refusal or inability to provide the required payment instrument;
• refusal or inability to provide or authorise the required security deposit, where such deposit is required;
• refusal to pay amounts due or applicable additional services/Coverage;
• refusal to accept or sign the required contractual documents;
• any other ground for refusal provided for in the General Terms and Conditions of Easy Rent Bulgaria.
7.2. Where the vehicle cannot be provided due to a circumstance under Clause 7.1, the prepaid amount shall not be refunded because the inability to commence the rental is not attributable to a failure by Easy Rent Bulgaria.
7.3. This provision applies regardless of whether the Renter has appeared in person to collect the vehicle.
8. Reservations Made Through Partner Platforms and Intermediaries
8.1. Where a reservation is made through a partner platform, travel agency, broker, or other intermediary, specific conditions stated and accepted when making the particular reservation through that partner may apply to changes, cancellations, No Shows, prepaid amounts, and refunds.
8.2. Where the conditions of the partner platform or intermediary differ from this Policy, the conditions confirmed for the particular reservation through the relevant partner channel shall apply to changes, cancellations, and refunds to the extent that they are applicable to Easy Rent Bulgaria.
8.3. Where payment has been made to a partner platform or intermediary, any refund may be processed through the same partner in accordance with the conditions and payment procedure applicable to the particular reservation.
9. Refunds of Prepaid Amounts
9.1. Where a prepaid amount is refundable under this Policy, Easy Rent Bulgaria shall take the necessary steps to refund it using the same payment method used for the original payment, where technically possible.
9.2. Where a refund using the original payment method is not technically possible, Easy Rent Bulgaria may request the information necessary from the Renter to process the refund by another appropriate method.
9.3. The time required for the refunded amount to appear in the Renter’s account or on the relevant payment instrument may depend on the servicing bank, card operator, payment operator, or other payment service provider and is not under the exclusive control of Easy Rent Bulgaria.
10. Early Termination of an Ongoing Rental
10.1. Once the rental period has commenced, the Renter’s voluntary early return of the vehicle does not constitute cancellation of the reservation.
10.2. Where the vehicle is returned early at the Renter’s request, the unused portion of the agreed and/or prepaid rental period shall not be refunded or recalculated unless Easy Rent Bulgaria expressly confirms otherwise.
10.3. Early return does not release the Renter from obligations arising up to the time the vehicle is actually returned or from subsequently established liabilities relating to the rental period.
11. Extension of the Rental
11.1. An extension of an ongoing rental does not constitute a change to a reservation within the meaning of this Policy and may be made only in accordance with the procedure and conditions set out in the General Terms and Conditions and the Individual Agreement of Easy Rent Bulgaria.
11.2. A request for an extension does not constitute automatic approval. The rental shall be deemed validly extended only after express confirmation by Easy Rent Bulgaria and fulfilment of the applicable conditions, including payment of all amounts due.
12. Relationship with the General Terms and Conditions
12.1. This Policy applies together with the General Terms and Conditions of Easy Rent Bulgaria, the Individual Agreement, and the conditions confirmed for the particular reservation.
12.2. Matters not expressly governed by this Policy shall be governed by the General Terms and Conditions and the specific conditions of the relevant reservation.
12.3. Where special conditions have been agreed or confirmed for a particular reservation, including a reservation made through a partner platform, those conditions shall apply to that reservation within their respective scope.