Deposit, Cancellation, Refund & Insurance

Welcome to Priority Car Rentals. We're committed to making your rental experience straightforward, transparent, and stress-free. Please read this document carefully before completing your reservation. By confirming a booking, you acknowledge you have read, understood, and agreed to all provisions.

1.1 Overview

Priority Car Rentals requires a security deposit or pre-authorization hold on an approved payment method at the time of vehicle pickup for every rental. The deposit protects Priority Car Rentals against costs from damage, fuel shortfalls, traffic violations, or other charges during the rental. It is not an additional fee — it is released after the vehicle is returned in satisfactory condition.

1.2 Definitions

1.3 Deposit Amounts by Vehicle Class

Deposit amounts are determined by vehicle class and subject to change. Additional holds may apply for renters using debit cards or for rentals exceeding 14 days.

1.4 Accepted Payment Methods

• Credit Card — All major credit cards (Visa, Mastercard, American Express, Discover) are accepted for deposit holds.
• Debit Card — Accepted at most locations; may require additional identity verification and higher hold amounts.
• Cash (Limited) — Cash deposits are accepted at select locations only. Minimum $500 regardless of class, proof of return travel or local residence required. Refunded by check or ACH within 14 business days.

1.5 When the Hold Is Placed

For reservations made through PriorityCarRentals.com or by phone, no deposit is charged at booking unless a Prepaid Rate is selected. The security deposit or pre-authorization hold is placed at vehicle pickup when the rental agreement is executed and keys are issued.

1.6 Release of Deposit After Return

1.7 Charges That May Reduce the Deposit

• Vehicle Damage — Any damage beyond normal wear, up to the applicable liability cap.
• Fuel Shortfall — Refueling service fee plus per-gallon market rate when returned below the pickup level.
• Traffic Fines & Parking Citations — Any fine, citation, or penalty issued to the vehicle during the rental, plus an administrative processing fee.
• Unauthorized Cleaning — Excessive soiling, pet hair, smoke odor, or biohazard requiring specialized cleaning beyond standard turnaround.
• Late Return — Hourly rate up to the daily threshold, then billed as a full additional rental day.

2.1 Overview

Cancellation terms depend on the rate type selected at booking. Every reservation displays its cancellation terms before purchase and on the confirmation email.

2.2 Cancellation Terms by Rate Type

2.3 No-Show

Your reservation is held for 2 hours past scheduled pickup. Beyond that, the reservation is treated as a no-show and full booking value is forfeited.

2.4 Special Circumstances & Exceptions

Priority Car Rentals recognizes that extraordinary events can make travel impossible. The following may qualify for an exception with documentation:

• Natural Disasters & Declared Emergencies — Documentation of a declared state or federal emergency affecting pickup or destination.
• Documented Medical Emergencies — Signed physician's statement or hospital documentation for the renter or immediate family member.
• Military Deployment — Orders or command letter documenting change of duty or deployment.
• Bereavement — Death certificate or obituary for an immediate family member.

2.5 Third-Party & OTA Bookings

Reservations made through third-party travel websites, OTAs, or travel agents must be cancelled through the original booking channel. Priority Car Rentals cannot process third-party cancellations or refunds directly. Third-party terms may differ from ours.

3.1 Refund Eligibility

A refund or credit may be issued under the following conditions:

• Cancellation Within Policy Window — Reservation cancelled per Section 2.
• Billing Error — A documented discrepancy verified by Priority Car Rentals' accounting team — duplicate charge, incorrect rate applied, or unauthorized charge.
• Vehicle Unavailability — Priority Car Rentals is unable to provide the reserved class or acceptable equivalent at pickup.
• Approved Exception — Documented qualifying circumstance under Section 2.4.

3.2 Refund Processing Times

3.3 Non-Refundable Items

• Prepaid non-refundable rate bookings.
• Add-on charges applied once the rental has begun (protection plans, add-ons, upgrades).
• Administrative, cleaning, damage, fuel, and citation processing fees.
• Third-party fees and platform-specific charges.

3.4 Dispute Window

Disputes must be submitted within 30 days of the rental close date. Requests received after 30 days are not eligible for review.

3.5 Information Required for a Refund Request

• Reservation confirmation number.
• Rental close date and return location.
• Specific charge(s) being disputed and the reason.
• Supporting documentation (photos, receipts, prior correspondence).

3.6 How to Submit a Refund Request

• Email — priorityllc52@gmail.com with subject "Refund Request — [Reservation Number]."
• Account Portal — Log in at PriorityCarRentals.com, open "My Rentals," select the reservation, and submit through "Request Refund."
• Phone — Speak with a support specialist at 1-423-682-9144.

3.7 Escalation of Unresolved Disputes

If a refund decision is unsatisfactory, the customer may request escalation to a Priority Car Rentals customer resolution manager. Escalation requests are reviewed within 5–7 business days.

4.1 Overview

Priority Car Rentals offers five optional protection products. Renters are encouraged to review their personal auto insurance and credit-card coverage before purchasing — many plans and cards already provide overlapping benefits.

4.2 Available Protection Plans

Daily rates are per rental day and vary by vehicle class, rental location, and applicable state regulation. Rates are displayed at booking and on the rental agreement.

4.3 CDW / LDW Detail

Waives most renter financial responsibility for damage to or theft of the rental vehicle, subject to the exclusions in Section 4.7. Not insurance; a contractual waiver.

4.4 SLI / SLP Detail

Extends third-party bodily-injury and property-damage liability protection above the state minimums included in the base rental. Coverage limits are disclosed on the rental agreement.

4.5 PAI & PEP Detail

PAI provides accidental medical, ambulance, and death benefit coverage for driver and passengers. PEP covers theft of or damage to personal belongings inside the vehicle, up to the stated per-occurrence limit.

PEP does not cover:

• Cash, tickets, documents, or negotiable instruments.
• Jewelry, watches, or furs exceeding $250 in value.
• Electronic equipment left visible and unattended in the vehicle.
• Sporting equipment or bicycles transported externally.

4.6 Emergency Roadside Service

24/7 roadside assistance including towing, lockout, jump-start, flat-tire service, and fuel delivery. Does not cover fuel cost, replacement parts, or towing due to unauthorized off-road use.

4.7 Standard Exclusions

Every protection product excludes:

• Driving Under the Influence — Damage or loss while the operator is impaired by alcohol, prescription medications, controlled substances, or any other impairing agent.
• Unauthorized Drivers — Any driver not listed on the rental agreement.
• Off-Road Use — Operation on unpaved surfaces or roads not intended for standard passenger vehicles.
• Unauthorized Geographic Use — Use outside the boundaries stated in the rental agreement, including out-of-country use without prior written authorization. Mexico travel is strictly prohibited.
• Violation of Rental Agreement — Loss or damage arising from a material breach, including unauthorized rideshare, delivery, or commercial use.

5.1 Governing Law

This policy is governed by the laws of the State of Tennessee, without regard to conflict-of-law principles.

5.2 Severability

If any provision is found invalid or unenforceable, it will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions continue in full force.

5.3 Entire Agreement

This document, together with the signed rental agreement and any applicable addenda, constitutes the entire agreement between Priority Car Rentals and the renter for the subject matter herein and supersedes all prior communications, whether oral or written.