Cancellations

When the renter cancels

Renters can cancel any booking that has not started yet:

• 48 hours or more before pickup: their online deposit is refunded in full.
• Less than 48 hours before pickup: the deposit is not refunded.

Either way you are notified immediately and the dates open up on your calendar again. The balance was never paid yet (that happens at pickup), so there is nothing to settle on your side.

When you cancel

You can cancel a confirmed booking from the booking page. Be aware:

• The renter always gets a full refund of their deposit, regardless of timing.
• You pick a reason (car unavailable, double booked, at the renter's request, renter not eligible, or other). The reason is included in the renter's cancellation email, and any personal note you add goes into the chat.

Cancelling on renters hurts trust, theirs and the platform's. If the booked car has a problem, there is usually a better move:

Better than cancelling: offer a replacement car

If the car itself is the problem (damage, mechanical trouble), offer the renter one of your other cars instead. The renter keeps their price and their booking; they just get different keys. See "Offer a replacement car" for how that works.