Refund and Returns Policy
Our refund and returns policy explains what happens when you cancel, reschedule or ask for a refund on a motorbike, e-bike, bicycle or laptop rental booked through hoianit.com. Three cancellation tiers, one email, no surprises.
What this policy covers
This refund and returns policy applies to every rental booked with Anh Khoa Hoi An through hoianit.com: motorbikes and scooters, electric motorbikes, electric bicycles, bicycles and laptops. It covers cancellations, rescheduling and refunds of the booking amount you paid online.
It works alongside our Rental Terms & Conditions, which cover what happens during the rental itself — deposits, damage, licences and fuel. If something here and there seem to overlap, this page is the one that decides refunds.
Cancellation tiers at a glance
The refund you receive depends on how far ahead of your scheduled rental start date you cancel.
| You cancel… | You get back | Notes |
|---|---|---|
| At least 7 days before | Full refund | 100% of what you paid |
| 3 to 6 days before | 50% refund | Half of what you paid |
| Less than 3 days before | No refund | Includes same-day cancellations |
| No-show | No refund | Booking not cancelled and not collected |
If your plans have moved rather than ended, do not cancel — reschedule. Changing your dates is free as long as you tell us at least 3 days before the original start date (section 04), which keeps 100% of your payment working for you.
The 30-day refund window
Our refund and returns policy for motorbike, e-bike, bicycle and laptop rentals applies for 30 days before your rental start date. Outside this period we unfortunately cannot offer a full refund.
Rescheduling instead of cancelling
You may reschedule your booking at no extra charge if you let us know at least 3 days before your rental date. All changes are subject to availability.
A rescheduled booking keeps its original payment in full — nothing is deducted for the change.
How refunds are paid
| Step | What happens |
|---|---|
| 1. We receive your cancellation | By email, WhatsApp or Zalo — section 08 has the details |
| 2. We confirm by email | You get a message saying the cancellation has been received and approved, and the refund amount under the tiers above |
| 3. The refund is issued | To your original payment method — the same card, wallet or bank account you paid with |
| 4. It arrives | Usually within a few business days, depending on your bank or card issuer |
Refunds go back to the payment method you used; we cannot redirect them to a different card or account. This is the same under every part of our refund and returns policy, whichever vehicle you booked.
Late or missing refunds
If you have received our approval email but the money has not arrived, work through these three steps in order:
- Re-check your account. Look at the bank account, card statement or payment app you actually paid with — refunds land where the payment came from.
- Contact your bank or card issuer. Processing on their side can take a few extra days, and international refunds sometimes take longer than the original payment did.
- Then contact us. If you have done both and still have nothing, email info@hoianit.com with your booking name and date and we will trace it.
When no refund is possible
Once the rental period has started, early returns are not refunded, and unused days within the rental period are not refunded. There is also no refund if you cannot present a valid ID, or a valid driving licence where one is required for the vehicle, at pickup.
Licence requirements are explained in our rental terms and in the rental FAQs. If you are not sure whether your licence is valid in Vietnam, ask us before you book — that question is free, the no-show is not.
How to cancel or request a refund
Send us your booking name, rental start date and the vehicle booked, and say whether you want to cancel or reschedule. Please send it as early as you can — the cancellation tiers in section 02 are counted from when we receive your message.
Contact us about a booking
Email is best for refunds because it gives you a written record; WhatsApp and Zalo are fastest for rescheduling.
Zalo 0935 439 306 · 84 Phan Chau Trinh, Hoi AnRelated policies: Rental Terms & Conditions · Fuel Policy · Motorbike Rental FAQs.
FAQ
How much of my payment is refunded if I cancel?
Cancel at least 7 days before your rental start date for a full refund, 3 to 6 days before for a 50% refund. Cancellations less than 3 days before the start date, and no-shows, are non-refundable.
Can I change my rental dates instead of cancelling?
Yes. Rescheduling is free if you tell us at least 3 days before your original rental date, subject to availability. Your full payment carries over to the new booking.
How and when will I receive my refund?
Once your cancellation is approved we confirm by email, and the refund goes back to the original payment method you used. It usually arrives within a few business days, depending on your bank or card issuer.
What if my refund has not arrived?
First re-check the account you paid from, then contact your bank or card issuer, as their processing can take a few extra days. If you still have nothing after that, email info@hoianit.com with your booking name and date.
Do I get money back if I return the bike early?
No. Once the rental period has started, early returns and unused days within the rental period are not refunded.
What happens if I cannot show a valid licence or ID at pickup?
The rental cannot start and the booking is not refunded. Check the licence rules in our rental terms before you book, and ask us if you are unsure whether your licence is valid in Vietnam.
Updated September 2026. This refund and returns policy applies to bookings made through hoianit.com for Anh Khoa Hoi An rentals and should be read together with our Rental Terms & Conditions. Refund timing depends on your bank or card issuer and is outside our control once the refund has been issued.
