Short answer:
You can cancel or edit your trip for free within 1 hour of booking it or up to 48 hours before the time affected by the change. If you cancel or edit your trip outside these times, you may receive a partial refund.
Cancellation policy
| Time of cancellation or edit | Refund |
|---|---|
| Within 1 hour of booking the trip | Full refund |
| Over 48 hours in advance* | Full refund |
| 24 to 48 hours in advance* | Partial refund: you'll pay 50% of time booked, up to 4 hours |
| Less than 24 hours in advance* | Partial refund: you'll pay 100% of time booked, up to 12 hours |
*of the trip start time, or the earliest part of the trip affected by the change
Your refund will be sent to your original payment method. If any of the time you cancelled is later booked by another member, you'll be refunded for that time.
If you're receiving a partial refund, the time rate for the first 4 hours (for cancellations 24-48 hours in advance) or 12 hours (for cancellations less than 24 hours in advance) will be used to calculate the refund. The amount you paid for these first hours will be deducted from the total trip cost and any balance will be refunded.
If you edit your trip or return the car early, you may see a charge for 'unused time' on your invoice or trip cost summary. This isn't an additional charge. It's the part of the original booked time that you didn't use.
What happens if I need to cancel and it's not my fault?
We understand that sometimes the unexpected happens, and in rare situations an owner might ask you to cancel or you might not be able to find the car or keys. In these situations, we may be able to offer you a full refund.
When you cancel your trip in the app or website, you'll be asked to select the reason you're cancelling. If the reason for your cancellation isn't there, select Other and contact us for help.
Cancellations due to COVID
If you cancel a trip due to COVID, the cancellation policy still applies as outlined in the table above.
Example scenarios
Michelle books a trip in a car that costs $8/hr, and $40/day. The booking starts at 9am Friday, and ends at 9am Saturday, so the upfront time cost is $40.
She later decides she doesn’t need a car after all, and cancels the trip.
- If she cancels before 9am on Wednesday, there are no cancellation fees because it is more than 48 hours in advance.
- If she cancels on Wednesday afternoon, it is less than 48 hours, but more than 24 hours in advance. She will pay 50% of up to 4 hours, which in this case is $16.
- If she cancels after 9am on Thursday, she will pay 100% of up to 12 hours, because it is less than 24 hours before the start time. The cost of 12 hours in this car would be the daily rate, or $40.
Lloyd books a trip for Monday, 9am to 5pm. The car he books is $7/hr and $45/day, so the upfront time cost he pays is $45. Then he decides to postpone the whole booking to Tuesday.
- If he makes the change within 1 hour of making the booking, or before 9am Saturday, no unused time fees will apply. The total time cost will be $45, for Tuesday only.
- If he makes the change between 9am Saturday and 9am Sunday, the unused time fee is 50% of time reserved, up to 4 hours. This would be a $28 charge for the unused time on Monday, in addition to the $45 for Tuesday.
- If he makes the change after 9am on Sunday, the unused time fee is 100% of time reserved, up to 12 hours. This would be the maximum amount of $45, in addition to the $45 for Tuesday.
Monica books a trip for Saturday, 9am to 11am, but wakes up late that morning and postpones the trip to 10:30am. The time from 9am to 10:30am is now considered ‘unused time’, and because the change was made with less than 24 hours notice, she will pay 100% of the unused time, in addition to the 2 hours she uses the car for.
When returning a car early, you will never be charged more than the full time cost of the booking.
Kieran books a car from 1pm to 4pm at $8/hr, and pays the $24 time cost upfront. He gets his errands done quicker than expected and returns the car at 3pm. His trip cost breakdown will show that he paid $16 for 2 hours, and $8 for unused time.
Rebecca does the same as Kieran, but after she returns the car, another borrower books it for 3:30pm. This means she only has to pay for 30 mins (or $4) of unused time.
Darren books a car from 9am to 9pm, but gets home early and returns the car just before 7:30pm. The time he used (9am to 7:30pm) is already charged at the car’s daily rate, so there is no unused time fee listed on his trip cost breakdown.
Annike books a trip for tomorrow, from 2pm to 7pm. The car she books is $10/hr or $49/day, so the upfront time cost she paid was $49. She later changes the end time to 6pm.
- If she makes the change within 1 hour of making the booking, there are no unused time fees. The total time cost is $40.
- If she makes the change more than an hour later, but before 2pm today, the unused time fee is 50% of up to 4 hours. The unused time was only 1 hour, and 50% of this car’s hourly fee is $5. The total unused cost is $45: $5 unused time and $40 for the time she did use.
- If she makes the change after 2pm today, the unused time fee is 100% of time reserved, up to 12 hours. In this case it would be 1 hour at 100%, or $10. However, the total cost is still $49, because the car’s daily rate is the maximum she can be charged.
Adam books a week-long trip, from Wednesday morning to the following Tuesday evening. On the second day, he finds out he’ll have to cut his trip short, and changes the end time to Sunday evening instead. As all of the unused time (Sunday evening to Tuesday evening) was more than 48 hours away at the time the change was made, no unused time fees apply.
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