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Guidelines for Vehicle Owners – Cancellation Process

We understand that situations may arise where a booking may need to be cancelled. To ensure a smooth experience for the customer and avoid any inconvenience, please follow the steps outlined below if you need to cancel a booking:

1. Notify the Customer Immediately

  • If you are unable to fulfill a booking for any reason, contact the customer as soon as possible.
  • Be polite and clear, explaining the situation and offering your sincerest apologies for the inconvenience.
  • Provide as much notice as possible, as this will allow the customer time to make alternative arrangements.
  • If you can, assist the customer by suggesting alternative options, whether it’s a different vehicle you own or a trusted colleague or service.

2. Notify Star Car Hire

  • After notifying the customer, immediately inform Star Car Hire about the cancellation.
  • Please send an email or call 02828583500
  • Include the following information in your communication:
    • Name & Phone Number
    • Vehicle details
    • The booking reference number
    • The reason for cancellation
    • The customer’s name and contact information
    • Any alternative vehicles you are offering (if applicable)

3. Review the Cancellation Policy & Refund the customer

  • Be sure to familiarize yourself with the terms outlined in the Star Car Hire cancellation policy.
  • Issue a full refund of any monies paid by the customer

4. Alternative Arrangements

  • If you are able to offer an alternative vehicle or refer the customer to another owner within the agency, please inform both the customer and Star Car Hire of these alternatives immediately.
  • If no immediate alternatives are available, Star Car Hire will endeavour to assist in sourcing a replacement vehicle.

Key Points to Remember:

  • Immediate communication with both the customer and Star Car Hire is vital for smooth resolution.
  • Timely cancellations allow the customer to make alternative plans, which is essential for maintaining a positive relationship and reputation.

Thank you for being a valued partner in providing excellent service!