Cobrança de serviço não usado

Dear Customer,

Thank you for contacting us.

First of all we are very sorry to be informed that you have not been able to collect the reserved car. Your message informed us that the supplier was not able to provide you with the rental car because your drivers license was not valid anymore.

We understood that your country Brazil allowed you to driver with an invalid drivers license.
This is something which the government of Brazil allows, but all other countries do not allow a invalid drivers license. The general conditions as well as the supplier conditions inform you that in order to rent a car you need a valid drivers license. if you come to the desk and you do not have a valid drivers license, then the supplier has all right to refuse to give you a car.

This is one of the most important conditions which the lead driver must be able to meet at time of pick-up. When the lead driver is not able to comply with these conditions the supplier is indeed not able to provide them with the rental car.

We offer the supplier conditions and the general conditions during various moments of the reservation process. In order to complete the reservation these must be confirmed for acceptance.

We find it very unfortunate that you have not been able to read these conditions prior to the start of the rental. We have to inform you that we are not able to cancel the reservation or provide a refund for the unused reservation. This is also explained within our General Conditions:

Cancellation
Certain products have free cancellation within certain conditions.
Pay Now most Pay Now products come with free cancellation. You will pay the full price of the car hire at the point of purchase, and can cancel for free and receive a full refund providing you cancel with more than 48 hours notice, prior to the start date/time of the rental. Cancellations with less than 48 hours notice will not be refunded.
Pay on arrival and deposit payments in some cases you can secure your Reservation at the quoted price by paying only a small deposit. Deposit payments are non-refundable.
No Risk Warranty in most cases you can purchase No Risk Warranty which protects your excess deposit in the event that you damage the vehicle. Full details including how to claim will be emailed to you on completion of your Reservation.
To cancel a Reservation please log in using Sign in which is in the top menu of the Website, and use Manage My Booking.
If the product you purchased did not have free cancellation and you did not purchase Cancellation Protection 48 or Cancellation Protection (as detailed below), then you cannot cancel the product without incurring a charge, which may be the full amount of the Rental Fees for the scheduled duration of your Reservation.
Please note during the Corona virus pandemic that refunds are taking longer than usual to process and that the Company reserves the right to take up to 60 days to process any valid refund.
Renters who do not turn up at the Collection Point, or who do not turn up in time, are not entitled to a refund. This includes non-receipt of a Vehicle due to insufficient documentation or late arrivals.
Unfortunately, we are unable to refund any unused days or part days if the Vehicle is returned before expiry of the Rental Period. Some of the Rental Providers may agree on some compensation but this is not guaranteed and is at their discretion.
In case of an obvious error (including any error in electronic labelling, error in data entry, error of calculation or clerical error) resulting in the display of a price which has obviously been displayed by mistake, we reserve the right to cancel your Reservation, even if it was automatically confirmed by us. You will be informed of this as soon as possible, to allow you to make a Reservation at the correct price, if you wish to. In any case, you will not be entitled to claim compensation from us on the grounds of the cancellation or the related costs, if any, that have been incurred due to an erroneous Reservation which has been cancelled.
We reserve the right to cancel your Reservation if the Rental Provider of the Vehicle ceases to trade due to insolvency or closure of any branches. In such circumstances, we may cancel your Reservation with no liability whatsoever. If your Reservation is cancelled, a full refund will be made of all monies previously paid to us to the person that originally paid for the Reservation.

You can read the full Supplier Conditions and General conditions in you My Order page. Go to our homepage at https://******* and click on MY ORDER. Just enter your email address, your reference number and look for the conditions.

Unfortunately in your case no refund will be done and you did not meet the conditions required to rent a car.

We are very sorry that we cant provide you with a more positive outcome.

We hope to have informed you well. Dont hesitate to contact to contact us should you have any further questions.

Kind regards,
https://*******

À Empresa Holiday Cars,
Reitero que o que escrevi anteriormente: os argumentos apresentados não se relacionam ao meu caso. A licença de motorista que seria utilizada não estava inválida no meu país. O fato é justamente esse.

A resposta apresentada por vocês ofende as regras de condução de motoristas do Brasil. No meu país, ninguém pode dirigir com a licença sem validade. Como podem se referir ao Brasil desta forma comparando-o pejorativamente a outros países?

A Holiday Cars atende os brasileiros, assim como o turismo no Chile é feito por muitos e muitos brasileiros, o que evidencia a necessidade de conhecimento das leis que regulam o Departamento Estadual de Trânsito de São Paulo (DETRAN).

O atendente da Econocar poderia ter confirmado a informação rapidamente. A comprovação no site brasileiro que registra a ampliação do prazo da licença está disponível publicamente para consulta. Eu aleguei isso, mas, como vocês, foram irredutíveis diante das regras válidas.

Realmente, as medidas do contrato apresentadas por vocês desfavorece completamente o consumidor. Apresentá-las no Reclame Aqui é perfeito para esclarecer a cada possível contratante o risco que cada um corre em escolher a Holiday Cars. O contrato de vocês não protege em nada o consumidor e a postura inflexível para analisar caso a caso mostra o quanto a Holiday Cars não é uma empresa amigável aos clientes, o que está publicado nesta canal de reclamação e divulgação da credibilidade de cada contratado.

Essa postura é extremamente lamentável. Com essa reclamação, eu espero colaborar para que outras pessoas não sejam prejudicadas pela Holiday Cars, como eu estou sendo.

Aguardo retorno,
Grata


To the Holiday Cars Company,
I reiterate that what I wrote earlier: the arguments presented do not relate to my case. The drivers license that would be used was not invalid in my country. The fact is just that.

The answer presented by you offends the driving rules of drivers in Brazil. In my country, no one can drive with an expired license. How can they refer to Brazil in this way, comparing it pejoratively to other countries?

Holiday Cars serves Brazilians, just as tourism in Chile is done by many, many Brazilians, which highlights the need for knowledge of the laws that regulate the State Department of Transit of São Paulo (DETRAN).

The Econocar attendant could have confirmed the information quickly. The evidence on the Brazilian website that records the extension of the license term is publicly available for consultation. I claimed that, but, like you, you were unyielding in the face of valid rules.

Indeed, the contract measures presented by you are completely disadvantageous to the consumer. Presenting them in Reclame Aqui is perfect for clarifying to each potential contractor the risk that each one runs in choosing Holiday Cars. Your contract does not protect the consumer at all and the inflexible attitude to analyze case by case shows how Holiday Cars is not a friendly company to customers, which is published in this channel of complaint and disclosure of the credibility of each contractor.

This stance is extremely regrettable. With this complaint, I hope to collaborate so that other people are not harmed by Holiday Cars, as I am.

Awaiting return,
Thankful

Dear customer,

Thank you for contacting us.

We have informed you multiple times now on this same topic and this is our final response.
We have made it very clear to you that you need valid documents to rent a car.
You cannot expect every other country or company to accept an expired license because the country where you live accepts that.
It is not valid and not accepted by any other country or rental company outside brazil.
You should have not expected that it would be accepted or that it would not be a problem.

You have not met the conditions of the rental company by not having a driver license which is valid.
Because of this no refund will be applied or considered.

We offer the supplier conditions and the general conditions during various moments of the reservation process. In order to complete the reservation these must be confirmed for acceptance.

We find it very unfortunate that you have not been able to read these conditions prior to the start of the rental. We have to inform you that we are not able to cancel the reservation or provide a refund for the unused reservation. This is also explained within our General Conditions:

Cancellation
Certain products have free cancellation within certain conditions.
Pay Now most Pay Now products come with free cancellation. You will pay the full price of the car hire at the point of purchase, and can cancel for free and receive a full refund providing you cancel with more than 48 hours notice, prior to the start date/time of the rental. Cancellations with less than 48 hours notice will not be refunded.
Pay on arrival and deposit payments in some cases you can secure your Reservation at the quoted price by paying only a small deposit. Deposit payments are non-refundable.
No Risk Warranty in most cases you can purchase No Risk Warranty which protects your excess deposit in the event that you damage the vehicle. Full details including how to claim will be emailed to you on completion of your Reservation.
To cancel a Reservation please log in using Sign in which is in the top menu of the Website, and use Manage My Booking.
If the product you purchased did not have free cancellation and you did not purchase Cancellation Protection 48 or Cancellation Protection (as detailed below), then you cannot cancel the product without incurring a charge, which may be the full amount of the Rental Fees for the scheduled duration of your Reservation.
Please note during the Corona virus pandemic that refunds are taking longer than usual to process and that the Company reserves the right to take up to 60 days to process any valid refund.
Renters who do not turn up at the Collection Point, or who do not turn up in time, are not entitled to a refund. This includes non-receipt of a Vehicle due to insufficient documentation or late arrivals.
Unfortunately, we are unable to refund any unused days or part days if the Vehicle is returned before expiry of the Rental Period. Some of the Rental Providers may agree on some compensation but this is not guaranteed and is at their discretion.
In case of an obvious error (including any error in electronic labelling, error in data entry, error of calculation or clerical error) resulting in the display of a price which has obviously been displayed by mistake, we reserve the right to cancel your Reservation, even if it was automatically confirmed by us. You will be informed of this as soon as possible, to allow you to make a Reservation at the correct price, if you wish to. In any case, you will not be entitled to claim compensation from us on the grounds of the cancellation or the related costs, if any, that have been incurred due to an erroneous Reservation which has been cancelled.
We reserve the right to cancel your Reservation if the Rental Provider of the Vehicle ceases to trade due to insolvency or closure of any branches. In such circumstances, we may cancel your Reservation with no liability whatsoever. If your Reservation is cancelled, a full refund will be made of all monies previously paid to us to the person that originally paid for the Reservation.

You can read the full Supplier Conditions and General conditions in you My Order page. Go to our homepage at https://******* and click on MY ORDER. Just enter your email address, your reference number and look for the conditions.

We are very sorry that we cant provide you with a more positive outcome.

We hope to have informed you well. Dont hesitate to contact to contact us should you have any further questions.

Kind regards,
https://*******