In short
- You can cancel online, from the booking in My bookings: it shows what is refunded before you confirm.
- Cancel 48 hours or more before pickup: everything you paid online is refunded.
- Cancel less than 48 hours before pickup: we keep A$100 (the deposit).
- Not collecting the car (a no-show): we keep A$100.
- Returning the car early: unused days are not refunded.
- Changing your mind isn't covered by the consumer guarantees, so the published policy is what applies; a business with a change-of-mind policy must follow it.[1]
What do I get back if I cancel?
It depends on how close to pickup you cancel. At the time of writing our published policy, which is the one the booking system applies, is:
- Cancel 48 hours or more before pickup: everything you paid online is refunded.
- Cancel less than 48 hours before pickup: we keep A$100 (the deposit).
- Not collecting the car (a no-show): we keep A$100.
- Returning the car early: unused days are not refunded.
- If we have to cancel, everything you paid is refunded.
What's at stake is what you paid online. An A$100 deposit is paid online when you book. It is part of your rent, not an extra charge. The bond isn't part of it: it is only paid at pickup.
| Situation | Outcome |
|---|---|
| Cancel 5 days before pickup | Everything paid online refunded |
| Cancel the day before pickup | A$100 kept, the rest refunded |
| Don't turn up | A$100 kept, the rest refunded |
| Turned away at the counter (licence or identity) | A$100 kept, the rest refunded |
These are the rules in clause 5 of our terms. The ACCC suggests asking, before you hire, whether there is a deposit and in what circumstances it can be forfeited;[2] the lines above are our answer.
How is "before pickup" counted?
From the pickup date and time in your booking, counted back 48 hours. Weekends and public holidays count as hours like any other, even though the yard is closed on them.
For a pickup booked for 10am on a Friday, 48 hours before is 10am on the Wednesday. Cancel at 10am that Wednesday or earlier and the full-refund line applies; at 10:30am it doesn't.
Pickup times are at our Hendra yard, in Brisbane time. If you're booking from another state or overseas, convert before you work out the cut-off.
If your plans change but you still need a car, ask about moving the dates before you cancel; extending a rental that has started is covered in extending a rental or returning late.
What counts as a no-show?
Not collecting the car you booked. It is treated like a late cancellation in clause 5.2, and the no-show line above applies.
If you know you won't make it, cancel from My bookings (or tell us) rather than staying away: the booking is closed properly, you get written confirmation of what is refunded, and the car can go to someone else. Running late on the day is different; call us before closing time and ask whether a later pickup is possible.
It also covers being turned away at the counter. Clause 2.3 says we check your licence and identity at pickup and may refuse to hand over the car if the licence isn't valid, doesn't match the booking, or the information you gave was untrue; when that happens, the no-show rule applies. Check the driver rules on rental conditions before you book, especially the 1-year licence minimum, and see driving on an overseas licence if yours isn't Australian.
How do I cancel a Rentzy booking?
- Go to Manage booking in the menu (My bookings), sign in with your email (we send a 6-digit code; there's no password) and open the booking.
- Under "Need to cancel?", the page shows what is refunded if you cancel now and until when that applies. Tick the box and press Cancel booking.
- The car is released straight away, the refund goes back the same way you paid, and you get an email confirming the cancellation and the refund.
If the booking page says it can't be cancelled online (for example once the rental has started), call 0413 479 606 or email info@rentzy.com.au with the name on the booking and the pickup date; keep our reply confirming what is refunded.
When a refund is owed because something went wrong under the consumer guarantees, the ACCC says it should be made in the same form as the original payment unless you and the business agree otherwise.[1] If a refund we've confirmed hasn't reached your account, contact us with the booking details and the date of our confirmation.
What if Rentzy cancels?
Keep the phone number and email on your booking current, so a change like this reaches you before you set off for Hendra.
What does consumer law say about cancelling?
The ACCC draws a clear line between changing your mind and something going wrong. Consumers aren't entitled to a repair, replacement or refund under the consumer guarantees if they got what they asked for and simply changed their mind, but a business that has a change-of-mind policy must follow it.[1] A published cancellation policy like ours is that kind of policy.
When a service has a major problem, the consumer can choose to cancel and get a refund, which may be reduced by a reasonable amount for work already done, or keep the contract and pay a lower price. A major problem is one that creates an unsafe situation, would have stopped you buying if you'd known, or can't be used for its normal purpose and can't easily be fixed in a reasonable time.[1]
Businesses can't use "no refunds" policies or terms to take those rights away.[1] Clause 13.1 of our terms says the same: nothing in the agreement excludes your rights under the Australian Consumer Law.
If you think a refund is owed and we don't agree, the ACCC's advice is to contact the business first, as soon as possible; if it isn't resolved, state and territory consumer protection agencies can help. The ACCC doesn't resolve individual disputes.[3]
For how the deposit, bond and excess fit together, see bond, deposit and excess; for how and when each payment is taken, see paying for a rental car.
Sources
- Australian Competition and Consumer Commission: Repair, replace, refund, cancel (read 23 October 2026)
- Australian Competition and Consumer Commission: Car hire (read 23 October 2026)
- Australian Competition and Consumer Commission: Problem with a product or service you bought (read 23 October 2026)
Written by the Rentzy team at Rentzy Car Rentals. Rentzy prices, fees and rules in this guide come from our published terms and update with them; rules set by others (roads, tolls, licences, transport) are from the official pages above, as read on the dates shown. Something out of date? Tell us.
