When you book your first trip, $150 is charged to your card as a deposit. This will be charged at the time you book your trip and used towards your final trip cost. Any funds left after your trip is billed will be refunded to your card within a few days of your trip ending.
The deposit is only charged on your first trip. Once you have successfully completed a trip, there won't be any further deposits on future bookings.
At the end of your trip, your distance charge will be deducted from the deposit.
If there's any money remaining, it will be refunded to your member account. It will then be refunded to your card within a few days, or you can withdraw it back to your credit or debit card anytime. It can take a few days for your bank to process the refund and the money to appear back on your card.
The balance of your deposit should be available in your member account after the trip is billed, which in most cases is within 24 hours of your trip ending. In a small number of cases, the billing can take a little longer and the funds won't be available in your account until after the billing is complete.
If you cancel your first trip, the cancellation charges (if any) will be deducted from your deposit and remaining funds refunded to your member account. The refunded deposit will be available in your member account after the trip was due to end. You will then need to pay a new deposit on your next booking, until you have successfully completed a trip.
If you're waiting for your deposit to be refunded
If your first trip has been completed and you haven't received your deposit refund:
- check your available balance in your member account under Account > Account summary - if the funds have been refunded to your member account you can withdraw them back to your card anytime, or they will automatically be refunded to your card in a few days
- wait a few more days and check your bank account again - unfortunately banks can often take several days to process refunds and make the funds available to you so try checking again in a few days
- check the billing status of your trip on the trips page of the website or app - select the relevant trip and look for the trip cost summary. If it says 'pending' that means we haven't completed the billing yet. Check back again in a few days.
- get in touch with our support team to follow up on the status of your refund
A deposit is something that should be returned in a timely manner to a customer if the criteria for doing so are met. If drivers did right by you and the owner of the car then you as a business should take responsibility in ensuring that the money is returned in a reasonable timeframe. $150 is not an insignificant amount of money for some people and it is isn’t right that a customer should wait days if not weeks to receive their deposit back. I hope you address this issue as it is unprofessional and inconsiderate.
Hi Simon, apologies for the late response. I can see your deposit was released and available in your Car Next Door the day after your trip finished, and that you withdrew it to your card credit card just after posting here. If you hadn't done that it would have been automatically refunded, but withdrawing it yourself makes it a day or so quicker.
My deposit havent been reutrned to me its been 3 days...u chaeged me for tolls after 3 days from my credit cars but not from my deposit...u havemt adjusted my fuel refund either...atleast have the decency to return the money on time to customer's credit card.
Hi Ahsan, I can see that your deposit was refunded to you on Monday after you posted here. It may take a few days for your bank to process the refund but please get in touch with our support team if you still haven't received it next week.
Hi There, I rented a Van 5 days ago and I still don't have my refund back. This is the only thing that I would say is bad about Carnextdoor. Everything else went smoothly and I was happy with it. The delay in receiving my deposit is terrible. It should be refund straight away, not days later.
I still have my deposit with you.
Total Booking amount + Mileage was less than the amount paid.
when can I expect to get the balance back to my account please.
Hi Kathy and Priojit - most trips are billed automatically overnight but sometimes we need to bill them manually, which takes a little longer. This is what happened with your recent trips, which is why there's been a delay in returning your deposits. I can see that for both of you the deposit was refunded to your card today so you should see it back in your account within a few days. Sorry for the delay!
My deposit has not been returned. I rented a van on Thursday April 1st at 3pm the app would not allow me to upload the odometer readings so I had to email I got no response so I had to call the support number. The lady gave me assurance that everything was completed and I should have the refunded within 24 to 48 hours. I still do not have my refund back! I’m not impressed. The refund should go back straight away. It’s been 6 days now and still not bond back in my account. Can someone please tell me when it will go back into my account?
Hi Lauchlan, I can see that the deposit has been returned to you now. It can take several days for your bank to process the refund so I'm sorry you were given the wrong information on the phone. We generally refund the deposit within 48 hours but unfortunately, banks often take a few days to process it back to your card.
Car next door took weeks to return my deposit and in that time my bank card expired. I’m currently trying to get my deposit money back as it’s stuck on the app and I’m not getting anywhere with it. It is totally unacceptable that they can’t just transfer it to the new card, and I feel like my money is being held hostage. Completely you unacceptable that the deposit isn’t returned automatically immediately after the first trip has been successfully completed and the owner has checked their vehicle. I’m upset and utterly disappointed!
Hi Katri, I'm sorry for the delays you experienced in getting your deposit back. I can see that you called us shortly after you posted here and that we were able to resolve the issue for you. If you still haven't seen your deposit come back into your account please get in touch with us again so we can investigate. Unfortunately, with the way refunds work we can only return funds to the card that was originally used to make the payment. When a card is cancelled or expired before the refund is processed, your bank can withdraw the money to your new card. There's more information here: https://support.carnextdoor.com.au/hc/en-gb/articles/360024930131#you-can-only-withdraw-funds-to-the-card-used-to-make-the-original-payment
Could you kindly arrange for my deposit and fuel charge to be refunded.
My trip ended circa 3 days ago and I was just charged the tolls but no credits yet.
Hi Arvin, tolls are charged separately to fuel and deposit refunds. I can see that your fuel refund was processed and funds returned early this week. It may take up to 5 days for your bank to process the refund on their end but please get in touch with our support team if you are still waiting on your refund next week.
Have been waiting 5 days for my deposit to be refunded. Good app and handy but this side of the transaction is what is letting you down. Please sort this ASAP. I hate having to chase up my own money
Hi Jared, I can see we sent your account balance back to you on Sunday. Please allow 3-5 days from then for it to appear back in your account.
Can someone please tell me where my deposit is ?
Hi Benjamin, I can see we sent your deposit back on Sunday. It can take 3-5 days for the funds to return to your account.
I still have my deposit with you and also sent a Withdrawal request email, but did not get any response from you.
I am still awaiting the return of my deposit after the tyre on the ute I hired blew out its sidewall and cost me 1.5 hours waiting for RACQ to turn up to put the spare on. I understand that some Kms costs and 2 tolls need to come out of the deposit but all photographic evidence of the tyre failure has been sent to carnextdoor without any response from you as to the "investigation" - sort this out please as I was the one inconvenienced and my wife and I were rented an unsafe vehicle with the other rear wheel also deemed to be unroadworthy by the qualified RACQ technician. It could have ended badly but for good fortune.
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