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When can I request a full refund following a cancellation?

If the owner cancels the rental but claims it is your fault, and you think you should receive a full refund, you can submit a refund request up to 24 hours after the cancellation to suspend the payment of compensation to the owner. After this period, you can no longer submit a request, and you will have to resolve the matter with the owner.

How to send a refund request following a cancellation:

Go to ‘Your rentals > Relevant rental > Refund request following a cancellation’ within 24 hours of the cancellation to suspend the payment to the owner. After this period, you can no longer submit a request, and you will have to resolve the matter with the owner. Attach photos or any other evidence to prove your claim. It helps if you are reactive and respond to any requests we make for additional information.

Valid reasons for requesting a refund:

Reasons for requesting a refund following a cancellation generally come under one of these three categories:

  • The owner was unable to fulfil the rental (unavailable, wanted to cancel).
  • The vehicle did not match the listing or had a major safety problem.
  • You experienced a case of force majeure that prevented you from hiring the vehicle.

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