Quick update: Refund received from CarTrawler after follow-up. Thanks to those who advised the EU Small Claims route—preparing the claim helped resolve this quickly.CarTrawler kept my full prepaid amount even after Europcar confirmed a refund — I’ve started EU Small Claims today.CarTrawler sits between Jet2 and Europcar as a commission-based intermediary. In my case, they didn’t just keep a commission — they kept the entire booking amount after classifying me as a “no-show” because I couldn’t show a return flight at the desk. That requirement is impossible when you’re moving to the country where the rental was supposed to happen, which was my situation.Europcar acknowledged this at the counter and later by email, confirmed the hire failed on their side, said they weren’t holding funds, and that I should receive a full refund.CarTrawler still refused, repeatedly quoting generic T&Cs. If they’re an intermediary, at most, they should keep a commission — not everything. Keeping the full amount feels like unfair retention and deeply undermines trust.I’ve started the EU Small Claims process in Dublin today against Etrawler Unlimited Company (trading as CarTrawler).If you’re in the same situation, here’s the fast pathGather proof: your voucher/terms, the supplier’s email confirming refund/that they hold no funds, and CarTrawler’s refusals (emails/chats).File EU Small Claims (Ireland – Dublin) against Etrawler Unlimited Company (t/a CarTrawler) at their registered Dublin address.Form choices: Claim Basis = Services → Claim Goods = Other Services. Claim amount = your prepaid total (principal).Case Party Information (Defendant)Party Type: Registered CompanyRole in Case: Defendant / RespondentCRO Number: 93433Name: Etrawler Unlimited CompanyTrading As: CarTrawlerSolicitor Firm: (leave blank — you’re a Litigant in Person)Solicitor Address / Email: (leave blank)Address of Party (Company)Registered Office: YesAddress Line 1: Classon HouseAddress Line 2: Dundrum Business ParkAddress Line 3: Dundrum RoadTown/City: DublinCounty: DublinPost Code (Eircode): D14 X9F9Country: IrelandEmail: customercareTelephone: +353 1 499 960Mobile Phone: (leave blank)Contact Consent: NoExplain clearly: service not provided; supplier accepted responsibility and confirmed refund; intermediary kept the full payment.Screening first: the Small Claims Office must accept your claim before you pay anything.After acceptance: pay the €25 fee only then, and upload your documents (or send them by email if instructed).Outcome: once served, many cases settle quickly — refund + fee + statutory interest — without needing a lawyer.CarTrawler’s handling here is not how a fair intermediary behaves. If your supplier has confirmed a refund but the broker keeps your money, stop the back-and-forth emails and use EU Small Claims.
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