Response from Michala I’m sorry that this booking did not proceed as originally planned. However, this matter is currently under formal dispute review with Goboony, so I will keep my response factual and concise while that process is ongoing. The vehicle was made fully available for the duration of the booking period and, as a result, was unavailable for any alternative bookings during that time. I remained available and made every reasonable effort to facilitate the handover. Unfortunately, the hire could not proceed because the required documentation needed to satisfy the insurer’s verification requirements was not provided. In particular, a valid DVLA check code — or acceptable written confirmation from the DVLA regarding driving convictions within the last 5 years — was not produced despite extended efforts and additional time being allowed to resolve the issue. These requirements were clearly set out in advance and also formed part of the signed rental terms and conditions. While I appreciate the hirer’s frustration, I do not believe it is fair to suggest the vehicle was withheld without reason. The vehicle remained available, but I could not legally or responsibly release it without the insurer being able to validate cover. Despite this, the hirer is now seeking a full refund, which is the subject of the ongoing dispute process with Goboony. I will await Goboony’s decision and cooperate fully with their review.