Refunds, Cancellations & Disputes

In short: cancel 48 hours or more before collection and you get a full refund. Cancel less than 48 hours before collection and you get 50% back. If the rental business cancels, you always get a full refund. Problems with a booking are handled through Report a problem, and the money for a disputed booking is held until the dispute is settled.

1. How payment works

The customer pays for the booking by card when they book. Trailer To Go receives the payment on behalf of the rental business and keeps it until the rental is complete (the trailer is back and the rental business has confirmed the return). Trailer To Go then keeps its 10% service fee and the rest becomes available to the rental business.

2. When the customer cancels

When the customer cancels	What the customer gets back
48 hours or more before the collection time	A full refund of the amount paid.
Less than 48 hours before the collection time	50% of the amount paid. The other 50% goes to the rental business for the lost booking (less Trailer To Go’s 10% service fee on that amount).
After collecting the trailer	No refund. Returning a trailer early does not refund the unused days.

Bookings are cancelled in the app or on the website, on the booking itself, before the trailer is collected.

3. When the rental business cancels

If the rental business cancels a confirmed booking for any reason, the customer gets a full refund.
The rental business pays a cancellation fee of 5% of the booking amount, deducted from its balance on Trailer To Go, to cover the cost of processing the refund.

4. If the trailer is not as described or not safe

If, at collection, the trailer is not the one booked, is not as described, or is not safe to tow, the customer should not take it and should report it straight away with Report a problem on the booking. If the report is confirmed, the customer gets a full refund and the booking is treated as cancelled by the rental business.

5. How refunds are paid

Refunds go back to the card used for the booking. Once we have sent a refund, how long it takes to show in the account depends on the customer’s bank. Refunds are not paid in cash or to a different account.

6. Disputes between customers and rental businesses

Either side can open a dispute on a booking with Report a problem, in the app or on the website, and add photos or documents.
The other side is told straight away and can reply with their side and their own photos. Both sides can follow the dispute under My disputes.
While a dispute is open, the money for that booking is held and not paid out.
The Trailer To Go team looks at the booking, the handover and return photos and the messages from both sides, and decides the outcome, including any refund. Both sides are told the decision by email and in the app.

7. Damage

Claims for damage or loss during a rental are made through a dispute on the booking, as above. Trailer To Go does not insure trailers; see our Terms & Conditions.

8. Card chargebacks

Please contact us first. Opening a chargeback with your bank for a booking you did receive, or without first raising it with us, may lead to your account being suspended.

9. Your rights

Nothing in this policy takes away any right you have under the Consumer Protection Act or other South African law.