Fixing a payment failure

There are a few reasons why your payment might have failed. But don’t worry, we’ll always do our best to resolve things quickly and easily. 

1. If your payment fails, our Customer Service team will be notified. 
2. We’ll try to take your payment again within a few days.
3. If this doesn’t work, we’ll email you and hopefully resolve the situation. 

Please note that if we don’t hear from you after a period of time and your payment hasn’t been successful:

• We may refuse service. 
• If you haven’t received a car yet, we may cancel your reservation and delivery.
• If you already have a car, we may collect it after your active hire agreement ends. 

Hopefully it won’t come to this, and you can continue to enjoy driving your favourite electric cars with Onto!