I prepaid for a car rental through the app and arrived at the rental desk with all required documents: my national driver’s license and a valid International Driving Permit (IDP).The employee took both documents, checked them, and then told me that my International Driving Permit was “not accepted.” On that basis, they refused to give me the car.When I requested a refund — since the service was not provided — I was told that no refund would be issued and that I had to resolve the issue through the app.In the support chat, I was first informed that the rental company claimed my International Driving Permit did not meet their requirements. I responded with official legal references and documentation proving that my IDP is valid and compliant with international standards.After that, their explanation suddenly changed. Now they claim that I allegedly did not present my International Driving Permit at the desk — which is completely untrue. The documents were physically handed to their employee.So here are the facts: • The car was not provided. • My valid documents were presented. • No refund was issued. • The company changed its explanation after I challenged their initial claim.This behavior is highly unprofessional and raises serious concerns about their internal practices. Refusing service while keeping a customer’s money and then altering the explanation is unacceptable.I strongly recommend future customers to get written confirmation of every single document requirement in advance and be aware that even if you present all required documents, you may still be denied service without a refund.Extremely disappointed.My name is Vitaliy Tsepenyuk.
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