Still waiting on a

Hertz

refund?

Hertz Australia's refund eligibility depends largely on how you booked.

Pay Now (Prepaid) Bookings

• Full refund eligible if you cancel at least 2 full days before your scheduled pick-up (by midnight on the day before the 2-day window closes).
• Partial refund applies if you cancel within 2 days of pick-up. The prepayment is returned, minus a cancellation fee.
• No refund for early returns — once you have the vehicle, unused days are not credited. An early return fee of AUD $30 (exc. taxes) applies if you return more than 24 hours ahead of the booked return date.
• No-show (vehicle not collected, no prior cancellation): Hertz refunds the prepayment but charges a separate no-show fee of AUD $150 (inc. GST) to your payment method within 14 days.

Pay Later (Standard) Bookings

• No prepayment is taken, so no refund is required.
• Cancellations on Pay Later reservations generally incur no cancellation fee, you simply won't be charged.

Security Bond / Deposit

• A bond of typically AUD $100–$200 is held at pick-up via credit or debit card.
• The bond is released after the vehicle is returned undamaged and with a full fuel tank. See the Refund Timeframe section for release timing.

Not Eligible

• No refund for days not used on a prepaid booking after vehicle collection.
• Damage charges, toll fees, or administrative fees may be deducted from your bond before release.
• Bookings made through third-party platforms (e.g., Booking.com) may be governed by that platform's cancellation terms, not Hertz's directly.

Cancelling a Prepaid Booking Online

1. Go to hertz.com.au and navigate to the "Modify and Cancel" section.
2. Enter your confirmation number and booking details.
3. Select the cancel option and follow the on-screen prompts.
4. Hertz will send a cancellation confirmation email. Keep this for your records.
5. The prepayment refund is processed automatically. No further action is needed for the refund itself.
6. Any applicable cancellation fee is charged separately to your payment method within 14 days.

Getting Your Bond Released After Return

1. Return the vehicle on time, undamaged, and with a full tank of fuel.
2. A Hertz staff member will inspect the vehicle at the return point.
3. If no damage or additional charges apply, the bond hold is released at that point.
4. Allow your bank 2–5 business days (up to 10 days for some institutions) to process the release.
5. Request a written clearance receipt at return confirming no charges apply. This is your strongest follow-up document if the release is delayed.

Disputing a Charge

1. Contact Hertz Australia by phone on 1800 550 078 (Mon–Fri, 6:00am–7:00pm AEST).
2. Alternatively, submit a dispute via the Hertz online customer support form.
3. Provide your rental agreement number, rental dates, and any supporting evidence. Photographs with timestamps are particularly effective.
4. If unresolved directly with Hertz, escalate to the Australian Car Rental Conciliation Service (operated by AFIA), the industry's external dispute body.
5. Alternatively, contact your state Fair Trading or Consumer Affairs agency, or the ACCC for Australian Consumer Law issues.

• Prepaid booking cancellation refund: Up to 14 days from the cancellation date, per Hertz Australia's Pay Now Terms & Conditions. In practice, many customers receive the refund within 8–10 business days when paying by credit card.
• Security bond / deposit release: 2–5 business days after vehicle return is the typical range. Some customers report waiting up to 10 business days, depending on their bank and whether Hertz has completed its internal credit.
• Dispute-related refunds: Varies — typically 5–10 business days after the dispute is resolved by Hertz. Damage disputes can extend this significantly.
• Cancellation and no-show fees: Hertz charges these to your payment method within 14 days of the cancellation date as a separate transaction.

What can slow your refund down:

• Bank processing times vary. Some institutions take up to 10 business days even after Hertz initiates the credit.
• Damage disputes, especially those involving Hertz's AI-assisted damage detection system, can extend the timeline by weeks.
• Third-party bookings may require the platform to process the refund, adding an extra layer of delay.

What can speed your refund up:

• Cancelling well before the 2-day prepaid window eliminates fee ambiguity.
• Returning the vehicle on time, undamaged, and with a full tank is the single fastest path to bond release.
• Paying by credit card (rather than debit card) tends to result in faster hold releases.

• Original payment card: All refunds, both prepayment returns and bond releases, go back to the card used at booking or pick-up. There are no exceptions to this.
• No cash refunds: Hertz does not offer cash refunds at the counter under any circumstances.
• No store credit or gift card alternatives: Hertz does not substitute refunds with credit notes or alternative payment methods.
• Third-party bookings: If you booked via a comparison site or online travel agent, that platform may process the refund on Hertz's behalf. Contact the third party directly if Hertz advises they cannot process the refund to you.
• Debit card note: Customers using debit cards may experience longer hold-release periods than credit card holders, due to the way banks process debit holds versus credit holds.

• Bond not released on time: Many Australian customers report the security bond hold persisting for 5–10 business days after vehicle return, even when no damage or charges apply. The delay is partly a bank processing issue, but Hertz's internal credit timeline can also extend the wait. Requesting a written clearance receipt at return and following up after 5 business days helps move things along.
  
  
• Disputed damage charges: The most significant category of Hertz Australia refund complaints. Customers report charges for pre-existing damage not noted on the pre-rental inspection form, hail or environmental damage allegedly occurring outside the rental period, and flagging under Hertz's AI-assisted damage detection system. Photographing every panel, the roof, the windscreen, and the interior before driving away (and timestamping the images) is the most effective protection.
  
  
• No refund for early return on prepaid bookings: A common surprise on Hertz Pay Now bookings. Returning a vehicle early yields no credit for unused days, and an early return fee of AUD $30 (exc. taxes) applies if the return is more than 24 hours ahead of the booked date. Customers with uncertain itineraries should consider booking Pay Later instead.
  
  
• Third-party booking complications: Customers who booked via comparison sites sometimes find Hertz directing them back to the third party for refunds, while the third party redirects them to Hertz. Booking directly at hertz.com.au gives the clearest refund path and direct access to Hertz's complaint and refund processes.
  
  
• Undisclosed fees deducted from bond: Some customers discover fees at return, such as daily administrative charges, toll road fees, or cleaning fees, that were not clearly communicated at pick-up. These are deducted from the bond before release. Reading the rental agreement carefully at pick-up and asking counter staff to explain any unfamiliar line items prevents this from becoming a dispute.