Help centre
My online booking was cancelled or did not go through – so why does a charge still appear on my credit card?
There's no need to worry – if your booking was cancelled or did not go through, no payment has reached us and we have not collected any amount.
When an online booking is not fully completed – for example because the payment timed out – the booking does not come into effect and is automatically cancelled by our system. In this case you will not receive a booking confirmation.
The amount that nevertheless appears on your credit card statement is not an actual charge, but a so-called authorisation (pending hold) placed by your bank: when the payment process starts, your bank briefly reserves the amount against your card limit. Because the booking was cancelled, however, this money was never paid out to us – it was merely held.
Such holds are released automatically by your bank, usually within 7 to 14 days (up to 30 days depending on the bank). After that, the amount is fully available to you again – you don't need to do anything.
If the hold has not disappeared after this period, please contact us at info@seven-av.de with your card statement to hand, and we will look into it for you right away.
What happens if I violate my contractual obligations?
In case of breaches of contractual obligations (e.g., failure to report an accident to the police, incomplete damage report, driving under the influence of alcohol or drugs), the liability reduction may be completely or partially forfeited. In this case, you may be liable for the full amount of the damage incurred.
Does the liability reduction cover all damages?
No. Certain damages are excluded, for example, damage caused by incorrect refueling, improper loading, or gross negligence. For a complete overview, please refer to our terms and conditions and your rental agreement.
What is a reduction of liability?
A liability reduction limits your financial liability in the event of damage to a contractually agreed deductible, provided you comply with your contractual obligations and no exclusion applies.
Which insurance policies are included in the rental price?
Our vehicles are covered by third-party liability insurance and generally include basic comprehensive coverage. Please refer to the rental agreement and our terms and conditions for specific details and coverage details.
Can I change the vehicle class later?
Yes, subject to availability. Changing the vehicle class may result in a higher or lower rental price. We will inform you of the terms and conditions before confirmation.
Can I extend or shorten the rental period retroactively?
Extending or shortening the rental period is generally possible, provided the vehicle is available. In this case, the rental price will be recalculated according to the changed duration.
Are there any fees for cancellations?
Depending on the product and the time of cancellation, cancellation fees may apply. Please refer to our terms and conditions or your contract offer for the relevant deadlines and fees.
How can I cancel my reservation?
You can cancel your reservation by phone, email, or – if technically possible – via the online channels listed in your confirmation. Please always include your reservation or order number.
What happens if I cancel at short notice or don't pick up the vehicle?
In the event of short-notice cancellation or no-show, a flat-rate compensation fee may apply for up to a certain number of rental days, in accordance with our terms and conditions. The exact deadlines and fees can be found in the terms and conditions.
