Who to contact for what
The supplier
Anything about the car itself: damage charges, fuel and mileage deductions, the deposit release, fines and the final invoice.
The booking platform
Anything about the reservation: what was promised at booking, a supplier refusing to honour stated terms, or a supplier that does not respond.
Your card issuer
A last resort, for charges that are genuinely unauthorised — after the supplier has been asked in writing and failed to justify them.
Put it in writing early
Phone calls leave no record. Email or the platform's message system creates a dated trail, which is what any later escalation relies on.
State the rental agreement number, the dates, the vehicle registration and exactly what you are disputing, then attach the evidence.
The evidence that works
- The signed rental agreement and the handover damage record.
- Pickup and return photographs with visible timestamps.
- Fuel and parking receipts.
- The return confirmation showing time and mileage.
- Any written statement made by staff at handover.
Escalating sensibly
Give the supplier a reasonable window to respond — a working week is usual — then escalate to the platform with the full thread attached rather than starting again.
A chargeback should be the final step, not the first. Raising one prematurely can close the supplier's own dispute process and make resolution harder.