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    Protect yourself during Covid-19

    During these difficult times it is reassuring to know that you can fully protect yourself against the unexpected. Our exciting new Late Cancellation Refund Program – which also includes Covid-19 Cover - will provide you reassurance should the unforeseen happen. While customers can always cancel their booking up to 48 hours before pick-up, the Late Cancellation Refund Program extends this cover to within the final 48 hours, and up to 30 days. With so much that can affect your travel plans – from strikes to bad weather and now Covid-19, Auto Europe has listened to its customers and now provides extra cover to give you peace-of-mind should you need to cancel no matter the reason. For added security make sure you opt of our new Late Cancellation Refund Program during your next car hire to be fully protected.

    Opt for our Late Cancellation Cover during your car hire booking

    It’s simple to add our Late Cancellation Refund Program (also includes Covid-19 Cover) to your next reservation with us. All that is required is that you add the program at the check-out stage during your online booking. The program may also be added to your booking over the phone, simply call our reservation team on +49 89 412 09 786 to request this. It is important to note that this program can only be added to a booking with a total duration of 21 days and to the full value of 3,000 Euros. In addition, the program can only be added to bookings placed up to 48 hours before vehicle pick-up. Consult the below full terms and conditions before booking and feel secure in the knowledge that you’ll be fully protected should you need it.

    Auto Europe Late Cancellation Refund Program Terms and Conditions
    Late Cancellation Refund Program T&C

    All Rental Vehicle reservations made through Auto Europe may be cancelled for any reason up to 48 hours before the time and date the booking is to commence. You can manage your Auto Europe Booking here.

    If you wish to make a claim under this Late Cancellation Refund Program, please contact Auto Europe using the phone number and or email address on your Booking Confirmation. You should contact Auto Europe as soon as is practical following any incident that could give rise to a claim.

    What is Covered

    This Late Cancellation Refund Program will:

    • Refund you the first 21 days of any car rental booking in full, up to the total amount paid on the Booking Confirmation, if you need to cancel your booking within 48 hours of the specified date and time of collection; or
    • Refund you a pro rata portion of your daily booking price for the first 21 days of any booking if you have to return the Rental Vehicle early;

    as a consequence of any of the following:

    1.1 Travel Delay and Late Arrival due to a cause outside of the control of the Renter that solely and directly prevents the Renter being able to collect the Rental Vehicle.

    1.2 Incapacity of the Renter through Accident, Bodily Injury or Sickness, including where the Renter has been diagnosed with COVID-19 or its derivatives.

    1.3 Government-imposed Travel Ban or Quarantine imposed in the 48 hours before the Rental Commencement, or during the rental. (Reminder: Changes in your travel as a result of a Government-imposed Travel Ban(s) or Quarantine(s) which is imposed more than 48 hours before the Rental Commencement MUST be made by contacting Auto Europe Customer Service more than 48 hours before collection). 

    1.4 Death of the Renter, or a member of their Immediate Family.

    1.5 The unavoidable requirement for the Renter to remain in their home due to the Accident, Bodily Injury or Sickness of a Dependent.

    1.6 Strikes, Riots, Civil Commotion, Martial Law or Terrorism.

    1.7 Adverse weather, including snow, fog, frost, storm.

    1.8 Volcanic Ash Event.

    1.9 The unavoidable requirement for the Renter to attend their home or place of business, due to serious damage caused by fire, aircraft, explosion, storm, flood, subsidence, earthquake, falling trees, burst pipes, lightning, malicious persons or theft.

    1.10 Restricted Access to the Rental Location caused by Flood, Fire, Explosion, or through the act of a constituted authority to protect Public Health and Safety.

    What is Not Covered

    This refund program does not respond to any application directly or indirectly arising out of, or contributed to by, or resulting from:

    2.1 The Renter not wanting to travel.

    2.2 The Renter’s lack of care, diligence or prudent behaviour, including the Renter not having a valid credit card in the name of the main driver who contracts with the rental company, or sufficient funds available to receive the Rental Vehicle.

    2.3 Inability to gain or maintain a visa to the country of the Rental Location.

    2.4 The Renter failing to observe and comply with the requirements of any law, ordinance, court or regulatory body of whatever jurisdiction.

    2.5 Any medical condition or set of circumstances known to the Renter which could have been expected to result in a cancellation of your booking or Enforced Return of your Rental Vehicle.

    2.6 Any fraud, misrepresentation or concealment by the Renter.

    2.7 Any redundancy caused by misconduct, or voluntary redundancy, or resignation, by the Renter, or if the Renter knew of the redundancy at the time you reserved your Rental Vehicle.

    2.8 Any financial failure of or financial default by anyone.

    2.9 Variations in the rate of exchange, rate of interest or stability of any currency.

    2.10 Failure of the Renter in the event of Bodily Injury or Sickness to consult a duly qualified medical practitioner and comply with the medical advice given thus causing a Refund application, in whole or part, under this Refund Program.

    2.11 Any pregnancy or childbirth, unless a qualified medical practitioner confirms the claim comes from the complications of pregnancy.

    2.12 Seizure or destruction under quarantine or customs regulations, confiscation, nationalisation or requisition or destruction of or damage to property, by or under the order of any government or public or local authority.

    2.13 The handling of contraband or the engaging in illicit trade or transportation.

    2.14 Any Rental Vehicle rented in, or taken to, a country or region in which there is any government-issued travel warning against travel.

    2.15 Any Rental Vehicle in Afghanistan, Central African Republic, Chechnya, Democratic Republic of Congo, Iran, Iraq, West Bank, Gaza and the Occupied Territories of Israel, Libya, Nigeria, North Korea, Somalia, South Sudan, Sudan, Syria, or Yemen.

    2.16 Death, bodily injury or illness of the Renter directly or indirectly caused by or resulting from: suicide or intentional self-injury or criminal act committed by the Renter.

    2.17 Actual or threatened War, or actual or threatened malicious use of pathogenic or poisonous biological or chemical materials.

    2.18 Loss or damage caused in whole or part by ionising radiation or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel, the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component thereof, nuclear reaction, nuclear radiation or radioactive contamination.

    2.19 Any losses outside the extent of the contractual liability of this program.


    3.1 Accident means a sudden, unexpected and unintended, specific event which occurs at an identifiable time and place.

    3.2 Adverse Weather means extreme weather conditions which a Government or Local Authority considers to pose a serious threat to safety in the area of the Rental Location, or which inhibits the Renter travelling to the Rental Location, during the Rental Period.

    3.3 Appointed Representative means JM Marketing Limited, 34 Lime Street, London EC3M 7AT.

    3.4 Bodily Injury means an identifiable physical injury, including illness resulting from such injury, which is caused by an Accident occurring after the Reservation was purchased.

    3.5 Dependent means a person(s) who cohabits with the Renter, and is reliant on the support of the Renter.

    3.6 Enforced Return means the requirement of the Renter to return the Rental Vehicle before the Rental Completion, directly as a result of a cause listed in Clauses 1.1 – 1.10, inclusive.

    3.7 Immediate Family means the mother, father, sister, brother, children, spouse, civil partner or co-habitee (and their children) and civil law partner, grandparent, legal guardians, foster parents.

    3.8 Quarantine means a requirement to isolate upon arrival at, or return from, the Rental Location, for a period of at least 72 hours.

    3.9 Rental Commencement means the date and time shown on the Auto Europe rental voucher for the commencement of the Rental Period.

    3.10 Rental Completion means the date and time shown on the Auto Europe rental voucher for the completion of the Rental Period.

    3.11 Rental Costs means the full amount paid for the Rental Vehicle, as detailed on the Auto Europe rental voucher.

    3.12 Rental Location means the place from where the Renter is to collect the Rental Vehicle, as detailed on the Auto Europe rental voucher.

    3.13 Rental Period means the time between the Rental Commencement, and the Rental Completion, as detailed on the Auto Europe rental voucher.

    3.14 Rental Vehicle means the reserved vehicle, as detailed on the Auto Europe rental voucher.

    3.15 Renter means the person named on the Auto Europe car rental voucher.

    3.16 Restricted Access means the inability of the Renter to access the Rental Location due to circumstances caused within 48 hours of the Rental Commencement and not within the control of the Renter.

    3.17 Sickness means an illness which is sufficiently debilitating to prohibit safe movement of the Renter and their ability to travel to the Rental Location.

    3.18 Strikes means refusal to work organised by a body of employees as a form of protest.

    3.19 Terrorism means an unlawful act including but not limited to the use of force or violence and / or the threat thereof, by any person(s) acting individually or on behalf of or in connection with any organisation(s) or government(s) committed for political, religious, ideological or similar purposes including the intention to influence any government and / or to put the public or any part thereof in fear.

    3.20 Travel Ban means a restriction on travel to, or from, the Rental Location.

    3.21 Travel Delay and Late Arrival means that due to a cause outside of the control of the Renter that solely and directly prevents their continued safe transit to, or causes late arrival at, the Rental Location such that the Renter is unable to collect the Rental Vehicle from the designated Rental Location.

    3.22 Visa means an endorsement on a passport indicating that the holder is allowed to enter, leave, or stay for a specified period of time in a country.

    3.23 Volcanic Ash Event means a phenomenon caused by the eruption of a volcano resulting in an ash cloud in the atmosphere that disrupts travel.

    3.24 War means invasion, act of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, confiscation, nationalisation, requisition or destruction of or damage to property by or under order of any government or public or local authority.

    General Conditions

    Any fraud, misstatement or concealment or negligent statement in the information provided in the making of a refund application shall render the application voidable.

    4.1 The Renter shall at all times take all reasonable care and measures to avoid or reduce their exposure which might lead to a refund application under this Auto Europe Late Cancellation Refund Program.

    4.2 Any and all refund payments due under the terms and conditions of this Refund Program may be made payable to a third party(s) as directed by the Renter. Payment of such Refunds shall be a sufficient and complete discharge of all of the obligations to the Renter in connection with said Refund application(s).

    4.3 The Auto Europe Late Cancellation Refund Program is to be governed by and construed in accordance with the Laws of England whose courts shall have exclusive jurisdiction.

    4.4 You must notify Auto Europe within 30 days of the incident or event that leads to a refund request under this Late Cancellation Program. Failure to do this may invalidate this agreement.

    How do I Make
    an Application for Refund?

    5.1 The Renter must notify Auto Europe as soon as possible following an incident which leads to a refund application being made under this Refund Program. In any event, the Renter must contact Auto Europe no later than seven (7) days after the incident took place. You can contact Auto Europe at the phone number or email address on your Booking Confirmation.

    5.2 You must provide Auto Europe with evidence in support of your Refund Application, as soon as practically possible, and in any event no later than thirty (30) days after the date of the first notification to Auto Europe.

    5.3 The Renter shall provide any further detail required by Auto Europe, or their Appointed Representative, in connection with the refund when requested. All supporting documentation requested by the Appointed Representative shall be provided by the Renter within 30 days from the requested.

    5.4 Only those Renters who have subscribed to the Auto Europe Late Cancellation Refund Program, as shown on the Auto Europe car rental voucher, are eligible for a refund under this program.

    How to make a Complaint

    Our aim is to ensure that all aspects of your Late Cancellation Refund Program are dealt with promptly, efficiently and fairly. If you have any questions or concerns about this Refund Program, or the handling of a Refund, you should in the first instance contact:

    Auto Europe Deutschland GmbH
    Landsberger Str. 155
    D-80687 Munich

    In the event that you remain dissatisfied and wish to make a complaint, you can do so at any time by referring the matter to the Compliance Officer at:

    JM Marketing Limited
    34 Lime Street
    EC3M 7AT