Advice re hire lorry complaint please

Woogie

Yes, perhaps you're right Aylesbury Duck. A reducion in hire cost rather that a full refund. Difficult to be reasonable though when you've spend the night in a layby in freezing cold 10pm to 8am and other people have been inconvenienced.
I wouldn't cover a customers lost holiday no. But that's 000's and not reasonable. I could always accommodate a cat somewhere if I had made that mistake (never have and have been in the business before) but if a cat needed the vet for eg then yes, I would pay for that and I could claim from my insurance if I wanted.

Again, thanks for your thoughts everyone.