Legal

Refund, changes and cancellation policy

What happens to your money if you cancel, change or shorten your FLEXYRIDE rental: as a general rule it stays as a credit balance for your next bookings.

Version 2.0Effective from October 21, 2026Code FR-LEG-02

Lessor: CAPITAL SMART INVESTMENT SRL, through its subsidiary FLEXY RIDE RENT A CAR
RNC (Tax ID): 1-33-15474-9
Registered address: Calle Guayubín Olivo esq. Carretera Mella, Plaza Nessit, Local 101, Santo Domingo, República Dominicana

Download the full document (PDF)Versión en español (PDF)

Supplements the Terms and Conditions.

In a nutshell

We do not refund money to your card: any amount due to you stays as a credit balance to use on your next bookings.
If your invoice with a tax receipt had already been issued, we issue a credit note (B04, or E34 if electronic), which is reported to the DGII and backs your balance.
Your balance does not expire, is personal and cannot be exchanged for cash.
We do refund your money by the same means if we charged you too much or twice by mistake, if we cannot deliver the vehicle and you prefer a refund, or if you withdraw within the 3 business days the law grants you when you contract remotely.
The security deposit is not a payment: it is a hold that is released when you return the vehicle.

Supplementary document: This policy supplements the rental Terms and Conditions (version 2.0) and forms part of the Rental Agreement. FLEXY RIDE RENT A CAR — CAPITAL SMART INVESTMENT SRL, RNC 1-33-15474-9.

1. The general rule: credit balance

When, for any reason set out in this policy, part or all of what you paid is due back to you, FLEXYRIDE does not return the money to the card or account: it keeps it as a credit balance in your name to use on future bookings.

No invoice issued: the amount is recorded as an advance in your favor in your customer account.
Invoice issued with a tax receipt: a credit note is issued and the amount stays as a credit balance (section 2).
If the payment was "pending verification" (transfer or Zelle), the balance is created when the payment is confirmed.
If you had not paid anything, there is no balance to create.

The only exceptions, in which the money is refunded, are in section 5.

2. The credit note

If your rental already had an invoice with a tax receipt number (NCF), the amount in your favor is documented with a credit note: the tax document that corrects or cancels, fully or partly, an invoice already issued. It is type B04 or, if the invoice was electronic, E34; it refers to the original invoice and is reported to the Dominican tax authority (DGII) (Decree 254-06, art. 4, letter d; Law 32-23, art. 15).

The credit note backs your credit balance: it is the tax evidence that FLEXYRIDE owes you that amount. We email you its number together with the balance notice.

3. Cancellation by the customer

Annex · Legal framework

Dominican Republic rules this document relies on and the articles used.

Law 358-05 on Consumer and User Rights Protection: Art. 33 (consumer rights: truthful, clear information in Spanish; fair treatment; redress; access to justice); art. 62 (distance contracting: price with taxes, complaints by similar means and a three-business-day reflection period before the service); art. 63 (deficient service: the consumer chooses restitution, price reduction or proper performance); art. 81 (adhesion contracts); art. 82 (interpretation most favorable to the consumer); art. 83 (Spanish, clear terms, express acceptance; clauses that exempt the provider, limit rights, reverse the burden of proof, impose exclusive arbitration or allow changes without notice are void); art. 84 (right to information); art. 113 (refund of amounts unduly charged); art. 124 (conciliation before Pro Consumidor).
Decree 254-06 (Tax Receipts Regulation) and Law 32-23 on Electronic Invoicing: Decree 254-06, art. 4, letter d) (a credit note is issued for later changes to what was agreed: cancelling transactions, returns, discounts or errors, to the same buyer and to modify receipts already issued). Law 32-23, art. 14 (electronic invoices and the documents modifying them, validated by the DGII system, are electronic tax receipts, e-CF) and art. 15 (rules of use, including the electronic credit note, with the same scope).
Civil Code of the Dominican Republic: Art. 1134 (agreements have the force of law between the parties); art. 1147 (damages for breach, unless due to an external cause not attributable); art. 1315 (whoever claims an obligation must prove it). Lease of things: art. 1709 (definition), art. 1719 (the lessor delivers the thing and keeps it fit for use), art. 1728 (the lessee uses the thing «as a prudent person» and pays the price), art. 1729 (termination if used for another purpose or causing damage), arts. 1730 and 1731 (return according to the condition report or, without one, in good condition), art. 1732 (liable for deterioration and loss unless proven to be without fault), art. 1735 (liable for the people they bring). Civil liability: arts. 1382, 1383 and 1384.

When you cancel	Fee	What stays in your favor
Within the free period stated in your booking	None	100% of what you paid, as a credit balance.
Outside that period, or if you do not show up to collect the vehicle	The cancellation percentage stated in your booking	The rest of what you paid, as a credit balance.

Example	Calculation	Result
You booked 7 days at US$50 per day and paid US$350. Before it starts, you shorten it to 5 days.	New total: 5 × US$50 = US$250. Difference: US$350 − US$250.	US$100 credit balance. If an invoice had been issued, a credit note for US$100.
You paid US$300 and cancel outside the free period; your booking states a 20% cancellation fee.	Fee: 20% × US$300 = US$60.	US$240 credit balance.
6-day rental; you return the vehicle at the end of day 4.	2 full unused days.	The price of those 2 days, recalculated if a length discount was lost, as a credit balance.

Case	What you receive
Duplicate charge, amount higher than the one accepted, or a charge made in error by FLEXYRIDE or the payment processor	Full refund of the excess charged. It is processed within 2 business days after the error is confirmed.
FLEXYRIDE cannot deliver the booked vehicle (breakdown, accident, another customer's late return or any other cause on the company's side)	Your choice: a vehicle of the same or a higher category at no extra cost, the credit balance, or a refund of 100% of what you paid, including delivery charges.
Remote contracting (web, phone, email or WhatsApp): you withdraw within 3 business days after the booking is confirmed and before receiving the vehicle	Refund of 100% of what you paid.
A competent authority (Pro Consumidor or a court) orders it	Whatever is ordered.

Refund, changes and cancellation policy

In a nutshell

1. The general rule: credit balance

2. The credit note

3. Cancellation by the customer

Annex · Legal framework

Refund, changes and cancellation policy

In a nutshell

1. The general rule: credit balance

2. The credit note

3. Cancellation by the customer

Annex · Legal framework

3.1 Free cancellation period and cancellation fee

3.2 Saver rate

4. Changes, shorter rental and early return

5. When the money is refunded

6. Force majeure

7. The security deposit is not a payment

8. How your credit balance works

9. Complaints

10. Corporate customers