Version v2026.10.4 · applies to bookings made from 2026-10-13. This document is shown on the checkout page and is available for download before any payment. All amounts and periods are filled in by the system from the site settings — the same ones that calculate the price; for your booking the exact values are shown in the order summary and in the Rental Card.
1. Price and amounts
1.1. Before payment you see the amounts separated by their purpose:
| What | When | Part of the rental price? | |---|---|---| | Booking advance | now, when booking | yes, part of the price | | Balance of the rental, protection plan, options, fees | before handover or at handover (if pay-on-pick-up is chosen) | yes | | Security deposit | online or at handover | no, refundable | | Possible future charges | only if they arise: fines and tolls, late return, damage, cleaning — under the documents "General Terms" and "Vehicle Condition and Damage" | no, not included in advance |
1.2. Summary lines are shown before payment as separate lines in three groups: (a) rental price — days at the tariff, including seasonal surcharges and the surcharge for high demand on the dates (they are part of the daily price, not an additional fee); (b) services — the protection plan, additional driver, child seat, navigator, delivery to a hotel or airport, return at a different place; (c) fees — handover or return outside 08:00–20:00, a booking made less than 24 hours before handover, the payment-method rate "pay on pick-up". Tax and the payment-method commission are separate lines. There are no other charges for the rental.
1.3. Currency. Obligations are expressed in dong (VND). If the payment method accepts another currency (for example, USD through PayPal), the amount charged in that currency and the exchange rate are shown before payment. A refund is made to the same method in the same currency, in an amount proportional to the part of the charge being refunded. If the provider cannot refund in the same currency or by the same method, we agree the nearest option with you. We do not control the bank's exchange-rate difference.
1.4. Tax. The total price includes value added tax at the rate in force by law on the booking date, as a separate line. The price is fixed at the moment of booking; if we made a mistake in the rate, the mistake is corrected in our tax accounting, not by charging you extra after the booking.
2. Advance, deposit, hold
| Term | What it is | Refundable? | |---|---|---| | Booking advance | A fixed amount (shown at checkout, currently 1 000 000 ₫); part of the rental price. It never exceeds the total cost of the booking | Under the cancellation rules (section 3) | | Security deposit | Refundable money securing your obligations under the contract; its amount depends on the protection plan. It is not the limit of your liability | Yes, less only justified amounts (section 7) | | Hold (authorization on a card or in PayPal) | A block on funds at the bank or payment service, not a charge and not a payment. The money does not pass to us until we present a justified calculation | We initiate release of the hold within the deposit refund period; when the funds become available depends on the bank | | Payment-method commission | A fee of the payment system, shown before payment | No, except where the operation was cancelled through our fault |
2.1. If the rental amount together with services is less than the advance, the amount to pay shown at payment is not higher than the booking total, and the payment and refund procedure is shown before payment.
2.2. If "pay on pick-up" is chosen, the payment-method rate shown at booking (currently 10 %) is included in the total. This is the price of the chosen payment arrangement, not a payment-system commission.
3. Cancellation of the booking by the customer
3.1. Cancellation terms:
| When cancelled | What we keep | What we refund | |---|---|---| | A. Within 24 hours after booking and no later than 2 hours before handover | Nothing | Everything paid: rental, advance, plan, options, deposit. The payment-system commission is refunded if the bank refunds it; only a non-refundable commission that was shown before payment is kept | | B. After window A, but no later than 2 hours before handover | The advance (no more than what was paid and no more than the booking total) | Everything else: rental above the advance, plan, options, deposit | | C. Less than 2 hours before handover, or no-show | The cost of the first day of rental, but not less than the advance and not more than the full cost of the rental. The advance is included in this amount and is not added to it | The protection plan, options and services not yet provided (except costs already incurred and documented, for example a delivery that has already set out), and the deposit — in full | | D. Cancellation through our fault | Nothing | Everything, including the advance and commissions |
3.2. Exact deadlines are shown as a date and time before payment. Example: a booking is made on Monday at 10:00, handover is on Wednesday at 10:00 — option A applies until Tuesday 10:00, option B until Wednesday 08:00, option C later. If a booking is made 25 hours before handover, window A closes after 23 hours (2 hours before handover), and this is also shown as a date and time, not as the phrase "24 hours". For each option the site shows the amount you will get back.
3.3. Cancellation is through your personal account (the main channel); we also accept it by e-mail and in the chat. The time of cancellation is the moment of receipt.
3.4. Paid option "Free Cancellation and Date Change" (the price is in the document "Additional Options and Services"). On top of the basic rules it gives: a full refund including the advance up to 2 hours before handover (option B becomes free) and one free change of dates, subject to car availability. When the right to cancel is used, the cost of the option itself is not refunded. If the booking is cancelled by VinRent, or the service cannot be provided through our fault, the cost of the option is refunded in full.
4. If we are unable to perform
If VinRent cannot provide the agreed car (no car in the category, a malfunction, our verification error), you are offered a replacement of a comparable or higher category without increase of the agreed price. You may refuse the replacement if it does not meet the essential terms of the booking (transmission, number of seats, fuel type, dates). VinRent then refunds everything received under the booking, including the advance and commissions, without limiting your other rights under the law.
5. Changes, extension, early return
5.1. Each change (dates, extension, a different car, options, plan) is made by agreement and subject to car availability and creates an addendum to the Card with the price and the time of your consent. The price is at the tariff on the date of the change, and payment is a separate operation. An extension keeps the protection plan chosen; the deposit refund period is counted from the end of the extended rental.
5.2. Early termination has three different cases: (a) you returned a working car earlier on your own initiative — the cost of the unused days is not refunded; this is shown before payment; (b) refusal of options not yet provided (a seat, delivery before the courier sets out) — refunded; (c) termination because of a malfunction or a breach on the part of VinRent — refund for the unused period.
6. How we make refunds
6.1. A refund goes to the same payment method; cash is refunded in cash.
6.2. We send the refund within 3 working days after confirmation. When the money appears in your account depends on the bank or payment system and may take longer; we cannot guarantee that period. On request we will tell you the identifier of the refund operation.
7. Deposit: three separate processes
7.1. Closing the rental — on the day of return: inspection, return record, mileage, equipment, preliminary calculation.
7.2. Refund of the free amount. If there is no ground for deduction, we refund the deposit immediately after the check and no later than your plan's period (in calendar days from acceptance): without a plan — 30; Minimal — 10; Basic — 5; Premium — no deposit. The plan's period is a ceiling, not a right to hold the money. It applies to the amount for which VinRent has made no specific claim.
7.3. Specific claims. If before the period expires VinRent has made a specific documented claim, only the amount of that claim is temporarily reserved; the rest of the deposit is refunded within the normal period. The notice states the amount, the ground, the evidence, the date the reserve began and the latest date it can end. The reserve may not be kept for more than 60 calendar days after the notice: by that date VinRent either refunds the amount or starts the recovery procedure provided by law and tells you so. For each deduction you receive the ground, the calculation and the documents; the existence of a dispute does not mean acknowledgement of a debt. The period for objection is not less than 7 calendar days from receipt of the notice.
7.4. Fines and tolls arriving after the return are recovered separately (by invoice or payment link) within 90 calendar days after the car is returned, with documents. This is not a ground to delay the free part of the deposit beyond the period in cl. 7.2.
7.5. The term "security deposit" means refundable money securing obligations; it is not an "earnest money" payment and not a separate fee for a service.
7.6. If the deposit is made by a hold on a card or in PayPal, the hold is limited in time by the bank or payment service. If a hold is not available for your rental (for example, because of the duration), we offer another way of making the deposit before payment.
8. Dispute with the bank (chargeback)
If you dispute a payment with your bank, we will provide the bank with documents (the contract, records, the signing log). The mere fact of a bank dispute does not prove a breach of the contract. If a payment was disputed without justification and the bank's decision confirmed the debt, we claim the unpaid amount and documented bank costs.
9. Force majeure
If an objective emergency (a natural event, road closure by an act of the authorities) prevents handover, you choose: a free change of dates or a full refund of everything paid. If it prevents the return of the car, no late-return charge accrues while the circumstance lasts, and we help you return the car. A party must promptly warn the other and confirm the circumstance.
10. Special cases
| Situation | Rule | |---|---| | You are late for handover | We hold the booking for 2 hours after the agreed time if you are not in contact; if you are in contact — until the end of the day, and the rental runs from the agreed time | | Flight delayed | If you gave the flight number and warned us, we move the handover time free of charge; we do not charge the out-of-hours handover fee if the delay is confirmed | | We offer a different car | Section 4 | | You failed the licence or document check after payment | Document "General Terms", cl. 2.5; if we approved the details earlier, the error is ours, full refund | | The balance was not paid in time | The balance is paid no later than handover (or earlier, if so chosen in the Card). If it is not paid, we write to you and give you at least 2 hours, then the booking is cancelled under option C of section 3 | | Double charge, or money charged but the booking was not confirmed | Refund of the duplicate or of the whole amount — no later than 3 working days after discovery; we write to you ourselves | | Extension of the rental | Clause 5.1 |