When your car is booked on Getaround, both you and the driver commit to honouring that rental. If either of you break this commitment by cancelling, fees may apply depending on the situation.
We rely on car owners like you to help us provide a reliable service to drivers. When you don’t provide your car for a booked rental, you’re neglecting your responsibility as an owner and as a result you may be charged a penalty.
However, we understand that unforeseeable situations can arise. That’s why you’ll only be charged a penalty if your overall cancellation rate has surpassed the acceptable threshold. This threshold is currently set at 12%. For context, half of all owners on Getaround have a cancellation rate below 5%.
If your cancellation rate surpasses 25%, you may be removed from the platform entirely. (Exceptions can apply for owners with very few rentals or in special cases, like accidents.)
You can find your cancellation rate in the Performance page in your account.
Calculating your cancellation rate
Example: Imagine you had 20 rentals in the past 90 days and 1 of them was cancelled. You also had 10 upcoming rentals, of which 2 were cancelled yesterday.
If your cancellation rate is above 12%, you’ll be charged a penalty for each cancellation:
These fees will be deducted from your earnings. If your rate is below 20%, you’re given a grace period of 1 hour after the booking to cancel without fees.
Drivers can cancel free of charge in certain circumstances, meaning they'll receive a full refund and you won't be eligible for compensation. For example:
Otherwise, you may be eligible for compensation according to the timing of the cancellation:
To cancel a rental, go to “Your Rentals” > select the rental > “Cancel the rental.”
Fees and/or refunds are calculated automatically upon cancellation, but you have 24 hours to contest them as well as the cancellation reason given by the driver.
Before you contest, please refer to the above list of circumstances in which drivers are allowed to cancel free of charge. If any of them apply, your contestation will not be accepted.
To contest a cancellation, go to “Your Rentals” > select the rental > “Compensation request following a cancellation.”
You can opt to waive your compensation as a gesture to the driver. Click here for more details.