Back to Unfair Contract Terms
TA

Tiago's Story

Surprise charges to full reversal

Unfair Contract Terms
€420 reversed
22 days

The Problem

Tiago rented a car in Madeira for a week (€280). Upon return, he was charged an additional €420 for "damage" - a small scratch that was already documented on the pickup form. The rental company insisted the charge was valid.

Evidence
Rental Agreement
Pickup Inspection
Credit Card Charge
Car Photos
Day
2

Started with AnyComplaint

Tiago had documented the car's condition at pickup with photos and the signed inspection form.

Did you photograph the car when you picked it up?
Yes, and the scratch they're charging me for was already marked on the pickup form. I have the copy.
Excellent. This is a clear case of an unjustified charge. The pickup inspection form is legally binding evidence of the car's pre-existing condition.
4 clarifying questions
6 facts extracted
Day
2

Complaint Generated

A demand for charge reversal was created with documentation of the pre-existing damage.

Generated Document
REF: AC-2024-XXXX
Formal Complaint
A cobrança de €420 por danos é totalmente injustificada. O dano alegado - arranhão na porta direita traseira - encontrava-se já documentado no formulário de inspeção no momento do levantamento, assinado pelo funcionário da empresa. Exijo a restituição imediata deste valor...
[...continues with formal structure, legal citations, and requested remedies]
DL 446/85, Art. 21.º

Prohibited clauses in consumer contracts

Lei n.º 24/96, Art. 8.º

Right to information and fair dealing

Day
12

Company Response

After a credit card dispute was filed alongside the formal complaint, the rental company responded.

"We have reviewed the pickup inspection form and acknowledge that the damage in question was pre-existing. We apologize for the error and are processing a full refund of the €420 charge."

— Customer Service
Day
22

Resolution

The full amount was refunded to Tiago's credit card.

€420
Recovered
Full charge reversal
Credit card dispute resolved
Company apology received
"

Always photograph the car and keep your paperwork! Without those photos and the pickup form, it would have been my word against theirs.

TA
Tiago A.
Funchal

Having a similar issue?

Start your complaint now and get a professionally crafted letter with Portuguese legal citations.

Start Your Complaint

See more success stories

More Unfair Contract Terms cases|All issues