Complaints & Dispute Resolution

How do I raise a complaint?

If you are unhappy with any part of your booking or experience, you can contact Autofusion through our official support channels by email, phone, or other approved contact methods.

What information should I include in my complaint?

The more information you provide, the easier it is for us to investigate the issue thoroughly.

How quickly will Autofusion respond to complaints?

We aim to acknowledge complaints promptly and begin reviewing the matter as soon as possible.

How are complaints involving partner dealerships handled?

Where a complaint involves a supplying partner dealership or chauffeur provider, Autofusion will coordinate directly with the relevant partner to investigate the issue.

What happens if I dispute a damage charge?

If you disagree with a damage charge, you should notify Autofusion as soon as possible and provide any supporting evidence available.

What happens if I dispute a payment or additional charge?

If you believe a charge has been applied incorrectly, we will review the matter against the booking terms and supporting records.

Can I escalate a complaint if I disagree with the outcome?

Yes, if you disagree with the outcome of an investigation, you may request a further review.

Will I be kept updated during the complaints process?

Yes, we aim to keep customers updated throughout the investigation process wherever reasonably possible.

Can I withhold payment while a complaint is being reviewed?

Unless agreed otherwise in writing, payments and outstanding balances remain payable while a complaint is being investigated.

What is Autofusion's aim when resolving disputes?

Autofusion aims to resolve disputes fairly, professionally, and based on the available evidence and agreement terms.