Cancellation Policy

We know that flights get moved, weather changes and plans fall through. We would much rather hear early that you cannot travel than have a vehicle or a driver waiting for you for nothing.

So the rule is simple: tell us as soon as you know. The earlier you do, the more options we have, and the fairer we can be to you.

Message us on WhatsApp (+94 71 965 0650), call us, or email info@randeranacabs.com, and give us your name and the date of your booking. We will reply to confirm that we have received your request. A cancellation counts from the moment we receive it, so please keep our reply for your records.

If you only need to move your dates, extend your rental or switch to a different vehicle, you do not have to cancel. Tell us what you would like and we will check what is available.

• If the vehicle you want is free on the new dates, we will confirm the change, usually without any extra fee beyond a difference in price.
• If it is not available, we will offer the nearest alternative, or you can cancel.
• Changes asked for at the last minute may not always be possible.

How much of your payment we return depends on how much notice you give us and on what we have already arranged for your trip, for example a vehicle held for you, a driver booked, or a safari or hotel paid in advance.

• Plenty of notice: if we have not yet reserved anything specially for you, we will refund what you have paid, less any bank or payment charges.
• Short notice: if the vehicle or driver was already held for you and we cannot rent it to someone else, we may keep part of what you have paid to cover that.
• Costs paid to others: entrance fees, tickets and bookings that we have already paid for you on your behalf may not be refundable, but we will always try to recover them for you.

The exact deposit and the refund terms that apply to your trip are written in your booking confirmation, so that you know them before you pay. Please read that message carefully and ask us if anything is unclear.

If you do not collect the vehicle or meet your driver and have not told us, we will try to contact you using the details you gave us. If we cannot reach you within a reasonable time after the agreed pick-up, the booking may be treated as cancelled without notice, and the refund terms for last-minute cancellations will apply.

If you are running late, please call or message us. We will do our best to wait or to rearrange your pick-up.

If you bring a rental car back earlier than planned, the unused days are normally not refunded, because the vehicle was reserved for you for the whole period. If you tell us in advance, we will check whether we can rent it to someone else, and we will be fair about it.

Very occasionally we may need to cancel or change a booking, for example because of a vehicle problem, an accident, a safety concern, a road closure or severe weather. If that happens, we will tell you as early as we can and offer you a similar vehicle, a new date, or a full refund of what you have paid to us. You will not be charged a cancellation fee in that case.

Heavy rain, landslides, road closures, strikes, flight changes and similar events can affect your trip. If this happens before or during your trip, talk to us straight away. We will look for a safe alternative first, such as a different route, a new date or a change of plan, and we will work out together how to treat any unused part of your booking in a fair way. Please also check that your travel insurance covers these situations.

When a refund is due, we return it using the same method you paid with, whenever we can. We will tell you how long we expect it to take, as it also depends on your bank or payment provider. Any bank charges or currency differences are generally taken out of the refund amount.

Every trip is a little different, so if you are unsure about your own booking, simply ask. Our Terms of Service cover the rest of how a rental or tour works.