Refunds and reimbursement
Claiming back what you spent on the car during your rental.
Approved refunds return to the original payment method. ETERNAL’s processing and the payment provider’s settlement are separate stages; the expected processing status should be confirmed for the specific refund.
Your security deposit
After return and assessment, ETERNAL releases or refunds the unused balance. Banks commonly take 5–10 business days to make it available. The step-by-step, including what to do if it has not arrived, is in Deposits and card authorisations.
A traffic fine we charged you
Refunded if your appeal succeeds and we were the ones who charged you. If the authority billed you directly, the refund comes from them. See Traffic fines, tolls and citations.
A correction to your invoice
If an invoice correction results in an approved refund, ETERNAL returns it to the original payment method. After processing, banks and payment providers commonly take 5–10 business days to make the funds available.
Note: refunds return to the original payment method. We cannot redirect one to a different card, account or wallet, even at your request.
Contact ETERNAL before buying anything. We will either arrange the item ourselves or confirm in writing what you may buy and the approved amount. Reimbursement requires that advance written approval and an itemised receipt.
Important: a phone call alone does not approve an unlimited expense. Obtain ETERNAL’s written approval for the item and amount before purchase and keep the itemised receipt.
How it works
- Call us as soon as you notice the car needs something
- We either arrange it for you, or approve the specific purchase and maximum amount in writing
- Keep the receipt — it needs to show the date, the item and the amount
- Send us the receipt with your reservation number, and we confirm the amount and agree with you how it is paid back
What this covers
- Engine oil
- Windscreen washer fluid
- Coolant and similar operating fluids the car needs while you have it
What it does not cover
- Fuel — that follows the full-to-full fuel policy instead
- Anything bought without contacting us first
- Repairs or parts you arrange yourself — call roadside assistance instead
If something is actually wrong with the car
A warning light, an unfamiliar noise, or anything that feels unsafe is not something to fix yourself. Call ETERNAL roadside assistance on the number in your rental agreement and we take it from there, at any hour.