Payment and Refund Policy

Last updated: 22 September 2026

Scope of the Policy and the Services It Covers

This Payment and Refund Policy applies to all bookings and transactions made through the website of Seekraly for car rental services in Singapore. It covers reservations for vehicle hire, including short-term rentals, long-term leases, and any associated add-on services such as insurance extensions or additional drivers. The policy outlines how payments are processed and under what conditions refunds may be issued. It does not apply to third-party services booked separately through external providers. All customers must read and accept this policy at the time of booking to ensure full understanding of their rights and obligations when renting vehicles from Seekraly.

Prices, Currencies, Taxes, and Additional Charges

All prices displayed on the website are in Singapore Dollars (SGD) unless otherwise stated. The quoted rental rate includes base vehicle hire but excludes applicable taxes such as Goods and Services Tax (GST) at the prevailing rate, airport surcharges, and any optional extras. Additional charges may apply for fuel top-ups, late returns, traffic fines, or damage beyond normal wear and tear. Customers are notified of the total amount including taxes before confirming the booking. Seekraly reserves the right to adjust prices for promotions or changes in operational costs, but confirmed bookings remain at the agreed rate.

Accepted Payment Methods, Authorisation, and Security

Seekraly accepts major credit and debit cards including Visa, MasterCard, and American Express, as well as bank transfers for corporate accounts. Payment is authorised at the time of booking and may include a security deposit to cover potential additional charges. All transactions are processed through secure payment gateways compliant with PCI DSS standards to protect card details. No payment information is stored on our servers. In cases of international cards, currency conversion fees may be applied by the card issuer and are the responsibility of the customer.

Order Confirmation and Contract Formation

A booking is confirmed once payment is successfully authorised and an email confirmation is sent to the customer containing the rental agreement details. The contract between the customer and Seekraly is formed at this point. The confirmation includes the vehicle type, rental period, pickup location, total cost, and key terms. Customers should review the confirmation immediately and contact Seekraly via the provided channels if any discrepancies are noted. No contract exists until confirmation is issued.

Cancellation Rights and Applicable Periods

Customers may cancel a booking up to 48 hours before the scheduled pickup time without penalty, receiving a full refund of the rental amount paid. Cancellations within 48 hours but more than 24 hours prior incur a 25 percent administrative fee. No-shows or cancellations less than 24 hours before pickup result in forfeiture of the full amount. Special rules apply during peak periods or for promotional rates where stricter terms may be stated at booking. Corporate clients with negotiated agreements follow separate cancellation clauses outlined in their contracts.

Refund Eligibility, Exclusions, and Non-Refundable Items

Refunds are available for cancellations meeting the criteria above, vehicle unavailability due to Seekraly fault, or proven service defects. Non-refundable items include the security deposit if used for damages, fuel charges, and any used add-on services. Promotional discounts or vouchers are non-refundable and non-transferable. Refunds are not issued for early returns, customer changes of mind after pickup, or violations of rental terms such as unauthorised drivers or illegal use of the vehicle. Singapore consumer laws protect against unfair exclusions, and mandatory rights remain unaffected.

Step-by-Step Procedure to Request a Refund

To request a refund, customers must submit a written request via email to [email protected] or through the contact form on the website within 14 days of the cancellation or issue. The request must include the booking reference number, customer name, contact details, reason for refund, and supporting evidence such as photos or correspondence. Seekraly acknowledges receipt within two business days and may request further information if needed. Incomplete requests will delay processing.

Inspection, Approval, Rejection, and Notification

Upon receiving a complete request, Seekraly conducts an internal review within seven business days. This includes verifying eligibility against booking records and rental terms. If approved, the customer receives written notification with the refund amount and timeline. If rejected, detailed reasons are provided along with any appeal options. Customers may appeal a rejection by providing additional documentation within seven days of notification. All decisions aim to be fair and compliant with Singapore consumer protection regulations.

Refund Method, Processing Time, and Fund Receipt

Approved refunds are issued to the original payment method used for the booking. Credit card refunds typically process within five to ten business days depending on the card issuer, while bank transfers may take up to fourteen business days. The customer is notified once the refund has been initiated. Seekraly is not responsible for delays caused by third-party financial institutions. If a refund has not appeared after the expected period, customers should contact their bank before following up with Seekraly.

Special Rules for Services and Promotional Offers

For car rental services, refunds for unused portions of long-term rentals are calculated pro-rata minus any applicable fees. Promotional offers such as discounted rates or free upgrades are subject to the same cancellation windows but may have non-refundable deposits specified at booking. Subscription-style loyalty programs, if offered, allow pausing or cancelling with notice but accrued benefits may be forfeited upon termination. Digital elements like online booking confirmations are provided immediately upon payment and are non-refundable once accessed.

Failed Payments, Duplicate Charges, and Suspected Fraud

In the event of a failed payment, the booking is not confirmed and the customer is notified to retry with an alternative method. Duplicate charges are investigated promptly upon customer report, with refunds issued for any erroneous amounts. Suspected fraudulent transactions lead to immediate booking suspension and reporting to relevant authorities. Customers must monitor their statements and report issues to Seekraly without delay to protect their rights under Singapore banking and consumer laws.

Mandatory Consumer Rights in Singapore

This policy does not exclude or limit any rights customers have under the Consumer Protection (Fair Trading) Act, the Unfair Contract Terms Act, or other applicable Singapore legislation. Customers retain the right to seek remedies through the Small Claims Tribunal or Consumers Association of Singapore for disputes. Seekraly commits to resolving complaints fairly and transparently in line with these mandatory protections.

Contact Route, Policy Changes, and Last-Updated Date

For questions about this policy or to raise concerns, contact Seekraly using the details on the Contacts page or by emailing [email protected]. This policy may be updated periodically to reflect legal changes or business practices, with the latest version always posted on the website. The current version was last updated on 22 September 2026. Continued use of the site after updates constitutes acceptance of the revised terms.