If your car hire deposit has not come back, check first whether the amount is held on your card, has been charged, or has been deducted for a specific item. If it was a pre-authorisation, its release may not show up as money coming in. If there is a charge or deduction you disagree with, ask for the breakdown and base your complaint on that amount.
Is the deposit blocked, or has the company kept the money?
Banking apps do not always show these transactions in the same way. Ask the bank that issued your card to confirm the status of the transaction.
| Situation | What to check | What to ask for |
|---|---|---|
| Hold or pending pre-authorisation | The money reduces your available balance or limit, but it may not be a final charge. | Confirmation of its status and of the release of the authorisation. |
| Deposit charged | There is a posted transaction. Look for any refund as well. | Proof of the refund, or an explanation of why it has not been made. |
| Deduction or extra charge | The company attributes part of the money to damage, fuel or another item. | The breakdown, the terms applied and the documents that justify that item. |
Avis's explanation of its pre-authorisation (in Spanish) shows why releasing a hold is not the same as making a refund. That is one company's information; check the terms of your own hire.
How long does a car hire deposit take to come back?
Do not apply a period you found for another company to your contract. Check what period or process you were told about when you picked the car up and when you returned it. Ask the company whether it has ordered the release or refund, and ask your bank separately how the transaction shows.
If the deposit was a hold on your card, payment services law in the EU and the UK requires your bank to release the blocked funds without undue delay once it receives the final amount of the transaction. So if nobody reports that amount, the block can drag on. We explain this, and which rule applies to your card, in the guide to card holds.
If the period you were given has passed, ask for a written answer: the status, the date of the order and any proof available. If you are told about a deduction, you are no longer just waiting for your bank; you need to understand the item and, if appropriate, dispute it.
Fictional example: a €900 deposit and €650 refunded
If the deposit was charged and you received €650 back, €250 is missing. Check whether that difference matches a charge you were told about and whether there are other transactions. Your complaint should explain the outstanding difference, not ask for the full €900 again.
If the €900 was only blocked, first confirm with your bank what happened to the authorisation. The two situations need different documents.
Documents for claiming back a held or deducted deposit
- The contract and the terms of the deposit, including the amount and currency.
- Proof of the deposit or authorisation, and the transactions that followed.
- The return report and photos, if the disagreement is about the condition of the car.
- The invoice, the breakdown of deductions and the company's messages.
- Messages saying that the deposit was released or a refund was ordered.
Ask for specific documents. If the company says "ask your bank", ask for its proof or the date it acted. If your bank says there is a final charge, tell the company and ask it to explain why it is keeping the amount.
How to claim if your deposit is not returned
- Identify the transaction. A hold, a charge and a refund are not the same thing.
- Work out the amount outstanding. Separate the deposit, any extra charges and money already refunded.
- Write to the company you hired from. Give the dates, the amount and the currency. Ask for the release, refund or documented explanation that applies.
- Attach what supports your request. Keep a copy of your letter and proof that you sent it.
If the deduction is for damage you do not recognise, use the guide to damage charges and the complaint template. If you want to put the transactions and the evidence in order, check your documents for free with ReclamaHoy.
What if there is no solution?
- If the company is in Spain: Spain's Ministry of Consumer Affairs explains the complaint channels (in Spanish).
- If you live in the EU, Iceland or Norway: the European Consumer Centre in your own country can help you settle a dispute with a trader based in another of these countries.
- If you live in the UK: the UK International Consumer Centre, run by the Chartered Trading Standards Institute with UK Government funding, helps UK consumers with disputes with traders abroad.
If you paid by card, you can also ask the bank that issued it whether it can dispute the charge, and what its time limits are.
Common questions
Is the excess the same as the deposit?
No. The deposit is a guarantee, while the excess is the most you are liable for under the cover in your contract. Read both terms in the contract; a similar amount does not make them the same thing. If you bought a separate excess policy, it is a contract with that insurer, not with the hire company.
Do I have to buy a report to ask for my money back?
No. You can contact the company directly and use the public routes available. ReclamaHoy offers help to analyse your documents and prepare a specific complaint. The initial review is free, and you decide whether to buy the prepared report.
FROM THE GUIDE TO YOUR CASE
Check what your documents say.
ReclamaHoy connects the charge you are disputing with the contract, photos, invoices and emails. The free initial review shows the amount in dispute and what your evidence supports, so you can decide.
Check my documents for free →No card needed. If there is money left to recover, you can get the full analysis for €29.99 in a single payment; it includes the personalised complaint if the analysis recommends complaining. You review and send the letter. If we cannot complete a reliable assessment, we refund you in full. We do not guarantee a refund and we do not represent you like a law firm.
See what the full analysis includesSources and scope of this guide
- Avis: its explanation of the deposit and pre-authorisation (in Spanish).
- Spain's Ministry of Consumer Affairs: complaint channels (in Spanish).
- European Commission: European Consumer Centres Network (ECC-Net).
- UK International Consumer Centre (UKICC).
General guidance for personal hires. The documents, the country and the contracting company can change the assessment and the routes available. ReclamaHoy's service is for adults who hire a car in Spain, wherever they live, and for residents of Spain who hire abroad.