Managing a reservation

Before pickup, if self-service modification is supported for your booking, you can review available changes in Manage Booking. After a change, vehicle availability, price, protection, branch services or cancellation rules may be recalculated; the change only takes effect upon receiving an updated confirmation notice. After pickup, please contact the branch directly to adjust return time, location or other rental terms, subject to branch confirmation.

Eligible direct bookings can be cancelled in Manage Booking. After submitting cancellation, please wait for the cancellation confirmation email or order status update; do not assume the booking is cancelled until written confirmation is received.

Whether a cancellation fee applies depends on the rate, payment method, and cancellation timing. If the booking displays free cancellation, note the deadline and corresponding time zone; exceeding the deadline, or choosing partial prepayment or pay-at-pickup plans, may incur partial or full charges. Missing pickup or failing document/payment card requirements may be treated under No-show rules. The cancellation policy on the booking confirmation takes priority.

A No-show occurs when you fail to arrive at the pickup location at the scheduled time, or cannot be handed the vehicle due to unmet pickup conditions—such as missing documents, mismatched main driver, insufficient card limit, or failed verification. Refunds and charges for No-shows follow booking terms, and some bookings are non-refundable. If delayed, please contact the branch or IX support before your scheduled pickup time.

If flight details were provided for your airport pickup, the branch may track delays, but this does not guarantee the vehicle will be held automatically. If your flight is delayed, rescheduled or cancelled, call the branch using the phone number shown in the booking details and provide the booking reference and new ETA. Holding the vehicle depends on opening hours, availability and branch confirmation.

Extending a rental requires contacting the branch before the original return time and depends on vehicle availability, price adjustments, and protection continuity. Changing the main driver is not a simple contact update: the new driver must fully satisfy driving licence, age, payment card, and eligibility criteria, and the contract may need to be reissued or adjusted by the branch. Do not extend the rental or allow unregistered drivers to operate the vehicle without written confirmation.

Vehicles are not automatically held until the next day. If you cannot arrive on time, contact the branch or IX support before your scheduled pickup time with your new estimated arrival. If you fail to contact the branch and are more than 1 hour late, your booking may be cancelled; even if the branch agrees to a next-day pickup, the vehicle, rate, and services must be reconfirmed and cannot be treated as an automatic extension.

After booking, upgrading a vehicle depends on availability and fare rules. You may check whether self-service modification or rebooking is available before pickup, or inquire about upgrade options at the branch counter, subject to price differences and additional deposit without vehicle guarantee. If an upgrade affects driver licence requirements, seating, fuel, or protection, the branch will re-verify under the new vehicle category terms.

For an existing booking, please contact the IX support team to update your details. After updating, ensure the new email address can receive booking, change, cancellation, and urgent notifications. Note that updating contact details is not the same as changing the main driver or payment card, which must be verified separately under booking rules.

Refund status can be tracked in Manage Booking, your cancellation confirmation email, or the original booking platform. Approved refunds are normally returned to the original payment method, but processing time depends on the payment provider and issuing bank; a refund notice does not guarantee immediate receipt of funds. If the standard timeline has passed, prepare your booking reference, refund notice, and payment details, and contact IX support.

Not necessarily. A refund notice may indicate that the booking was cancelled, a refund was approved, the amount was adjusted, or an initial payment was voided; the notification alone does not confirm formal cancellation. Please check your latest status in Manage Booking or refer to your official cancellation confirmation email.