This policy explains how we refund security deposits and rental payments, our cancellation terms, and how to raise a complaint. All online payments are processed in Vietnamese Dong (VND) through our payment gateway partner, Appotapay.
1. Security Deposit Refunds
A refundable security deposit is collected before or at vehicle handover (in cash, by card, or online via Appotapay).
The full deposit is returned to you within 20 days after the vehicle is returned, provided no damage, traffic fines, fuel shortfall, or other costs are incurred. If costs apply, they are deducted and the remainder is returned, with an itemised explanation.
Deposits paid online via Appotapay are refunded to your original card or account through Appotapay. Cash deposits are returned in cash. We never refund a card payment in cash.
2. Booking Cancellation & Rental Refunds
You may cancel a booking from your account or by contacting us. Cancellation charges on the rental fee:
- More than 48 hours before pickup: free cancellation, full refund.
- 24–48 hours before pickup: 50% of the first day's rental fee is charged.
- Less than 24 hours before pickup: 100% of the first day's rental fee is charged.
Any amount you prepaid online (30% deposit or 100%) beyond the applicable charge is refunded to you.
3. How Refunds Are Issued
Refunds are always returned through the same channel used to pay:
- Online payments (card / e-wallet / bank QR via Appotapay) are refunded to the original card or account through Appotapay.
- Cash payments are refunded in cash.
The refunded amount never exceeds the original amount paid. We do not charge you any fee to receive a refund.
4. Refund Timeline
Once a refund is approved, the time for the money to reach you depends on your bank or wallet:
- E-wallets: usually instant.
- Domestic (Napas) cards: typically 5–7 business days.
- Some banks (e.g. VPBank): up to 10–15 business days.
Security deposits are returned within 20 days of vehicle return at the latest.
5. Complaints & Support
If you have a question or complaint about a payment or refund, you may contact us within 60 days of the transaction. We respond as quickly as possible and coordinate with Appotapay where needed.
- Phone: (+84) 96 234 53 54
- Email: support@rocketcarrentalsvietnam.com
GOLDEN SUNRISE MANAGEMENT AND DEVELOPMENT JOINT STOCK COMPANY — 47A Le Van Mien, An Khanh Ward, Ho Chi Minh City, Vietnam. Tax ID: 0318876536.
