YOUR DEPOSIT EXPLAINED
WHAT’S A PRE-AUTH?
‘Pre-authorisation’ (also known as an ‘authorisation hold’, or ‘pre-auth’ for short) is the practice of
verifying electronic transactions initiated with a debit card or credit card, and rendering this balance as
unavailable until the ‘hold’ expires.
HOW DOES IT WORK?
Upon the completion of our service (i.e. upon the vehicle’s return) we then process the settlement of
any final charges and submit them to the processor. It is not until then that we receive any funds, even
though your account would have shown the pending transaction from the authorization at the point of
service. The settled charges are then deducted from the authorized funds and are not in addition to the
DEBIT OR CREDIT CARD – WHAT’S THE DIFFERENCE?
In the case of debit cards authorization holds will automatically ‘fall off’ the account (or expire), thus
rendering the balance available again, anywhere from one to eight business days after the transaction
date, depending on the bank’s policy. In the case of credit cards, holds may last as long as thirty days,
depending on the issuing bank. However, in our experience, usually it takes around five days regardless
of the method of payment.
HOW ABOUT IF I’M USING A BANK ACCOUNT FROM OUTSIDE THE U.K.?
A transaction may settle for an amount different from the amount authorized if the transaction was
made in a currency different from the currency in which the card is denominated. The final, settled,
transaction amount will be based on the exchange rate in effect on the settlement date. Since that rate is
generally not known at the time of authorization, banks will use an estimated amount based on the
exchange rate at the time of authorization.
WHAT IF THE MONEY DOES NOT REAPPEAR IN MY ACCOUNT?
Only banks have the ability to remove pre-authorisations from the card holder’s account. Thus, we may
void a transaction, but the hold will remain on the account. Given the lack of control we have over
these pre-authorised transactions, we respectfully request that customers do not contact us until a
a period of ten working days post-hire has elapsed, and we thank you for your understanding on this.
However, following this period, if your bank has failed to show the available funds back to where you
expected, or if they have processed the payment as a sale in error, please contact us with a copy of your
bank statement, or screenshot, showing the money taken and we can investigate.