1. Overview
Each vehicle listing carries one of three cancellation tiers — flexible, moderate, or strict — chosen by the Owner and shown before you book. The tier and how far ahead of the trip you cancel determine your refund. A renter may cancel only before the trip start time; once the trip has started it can no longer be cancelled.
Refunds are calculated on the trip total charged at booking (excluding any security deposit, which is handled separately and is never captured on a simple cancellation).
2. Renter Cancellation Tiers
| Tier | Full refund (100%) | Partial refund | No refund (0%) |
|---|---|---|---|
| Flexible | Cancel 1 or more days before start | — | Cancel less than 1 day before start |
| Moderate | Cancel 5 or more days before start | 50% if fewer than 5 days before start | — |
| Strict | — | 50% if 7 or more days before start | Cancel less than 7 days before start |
Where a listing does not specify a tier, the moderate tier applies by default.
3. How Refunds Are Calculated
"Days before start" is counted as whole days between the moment you cancel and the trip start time. For example, cancelling 4 days and 20 hours before start counts as 4 days.
Flexible
100% refund if you cancel at least 1 day (24 hours) before the trip starts; otherwise no refund.
Moderate (default)
100% refund if you cancel at least 5 days before the trip starts; otherwise a 50% refund.
Strict
50% refund if you cancel at least 7 days before the trip starts; otherwise no refund.
Refunds are issued to your original payment method. Processing time depends on your bank or card issuer.
4. Owner Cancellations
If the Owner cancels a confirmed booking, you receive a full refund of the trip total, regardless of the listing's tier. Owner cancellations are recorded against the Owner's account and may carry penalties for the Owner. Where possible we will help you find an alternative vehicle, but we cannot guarantee a replacement.
5. No-Shows
Renter no-show
If you do not collect the vehicle and do not cancel before the trip start, the booking is treated as a no-show after a short grace period and is non-refundable.
Owner no-show
If the Owner fails to hand over the vehicle at the agreed time (after the grace period), you may report an owner no-show and are entitled to a full refund. An incident is opened against the Owner.
6. Effect on the Security Deposit
A security deposit hold is placed only when a trip starts. If a booking is cancelled before the trip begins, no deposit hold is placed or is released without capture. Cancellation refunds affect only the trip total; deposit handling is described in the Car Deposit Policy.