Cara ADUC
Dispute over Refund – Booking #3296531 – Misleading Cancellation Terms
Domanda
13 aprile 2025
Dear ADUC / ECC Italy,
My name is Hyunbong Kang, a citizen of South Korea. I am writing to file a formal complaint regarding a refund issue with the Italian car rental platform Carla.
For a very special occasion – my 33rd wedding anniversary – I planned a family trip to Italy with my wife and daughter. I booked a car rental through Carla’s mobile application for April 17–20, 2025 (Booking #3296531).
At the time of booking, I intentionally chose a cancellation option labeled as "Standard Cancellation Policy", but with a clear description that allowed free cancellation within a specific time frame. I even paid extra for this added flexibility in case my travel plans changed. I remember this clearly, and I have included a screenshot showing that free cancellation was part of the condition.
However, when I canceled the reservation, Carla refused to issue a refund, stating that “Standard Cancellation” is a non-refundable promotional rate. This completely contradicts what was displayed when I made the reservation.
I then requested a chargeback through my credit card company, but Carla rejected it using the same justification. I now feel helpless, having tried all standard processes, despite following proper policy and paying for the right cancellation condition.
This has not only caused financial loss, but also emotional stress for my family during a trip that was meant to be joyful and memorable.
I respectfully request your assistance in helping me claim the refund I am clearly entitled to, based on what was presented at the time of booking.
Attached:
Screenshot of cancellation policy displayed in the app Booking confirmation
Carla’s final email refusing the refund Credit card chargeback result Thank you for your attention and support.
Sincerely,
Hyunbong, dalla provincia di EE
My name is Hyunbong Kang, a citizen of South Korea. I am writing to file a formal complaint regarding a refund issue with the Italian car rental platform Carla.
For a very special occasion – my 33rd wedding anniversary – I planned a family trip to Italy with my wife and daughter. I booked a car rental through Carla’s mobile application for April 17–20, 2025 (Booking #3296531).
At the time of booking, I intentionally chose a cancellation option labeled as "Standard Cancellation Policy", but with a clear description that allowed free cancellation within a specific time frame. I even paid extra for this added flexibility in case my travel plans changed. I remember this clearly, and I have included a screenshot showing that free cancellation was part of the condition.
However, when I canceled the reservation, Carla refused to issue a refund, stating that “Standard Cancellation” is a non-refundable promotional rate. This completely contradicts what was displayed when I made the reservation.
I then requested a chargeback through my credit card company, but Carla rejected it using the same justification. I now feel helpless, having tried all standard processes, despite following proper policy and paying for the right cancellation condition.
This has not only caused financial loss, but also emotional stress for my family during a trip that was meant to be joyful and memorable.
I respectfully request your assistance in helping me claim the refund I am clearly entitled to, based on what was presented at the time of booking.
Attached:
Screenshot of cancellation policy displayed in the app Booking confirmation
Carla’s final email refusing the refund Credit card chargeback result Thank you for your attention and support.
Sincerely,
Hyunbong, dalla provincia di EE
Risposta ADUC
To understand what to do, you should retrieve the contractual terms, which should have been sent to you by email. On their website, it states that they have two cancellation policies: standard and flexible. The flexible cancellation gives the right to a refund, while the standard cancellation does not.
That said, it is clear that the term “standard cancellation” can be misleading for consumers. Therefore, there are grounds to file a report with the Italian Competition Authority (AGCM) for potentially deceptive practices: https://agcm.it/per-i-consumatori/segnalare-pratiche-scorrette
As for Carla, you should assert your rights by sending a formal notice via registered mail with return receipt or certified email (PEC), explaining that it was not at all clear that this was a non-refundable booking, and formally demanding a refund
That said, it is clear that the term “standard cancellation” can be misleading for consumers. Therefore, there are grounds to file a report with the Italian Competition Authority (AGCM) for potentially deceptive practices: https://agcm.it/per-i-consumatori/segnalare-pratiche-scorrette
As for Carla, you should assert your rights by sending a formal notice via registered mail with return receipt or certified email (PEC), explaining that it was not at all clear that this was a non-refundable booking, and formally demanding a refund
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