Guide to cancellations and refunds

Article updated on 15/11/2021

You can cancel your rental free of charge within 1 hour of payment. From that point onwards, fees will apply as follows:

  • If you cancel at least 48 hours before the start of your rental: you will receive a full refund minus the service fee, which is non-refundable.
  • If you cancel less than 48 hours before the start of your rental: you will be refunded one half of your payment, apart from the service fee, which won’t be refunded.
  • If you cancel after your rental was supposed to start: no refund is possible.

However, if the cancellation is done by or due to the owner (for example: the car is no longer available, the owner doesn’t show up, etc.), you will be fully refunded.

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 the option to contest them under certain conditions.

How long will it take to get my refund?

You'll be refunded by bank transfer to the card used for payment within 3 working days after the cancellation. The refund may take up to 5 additional working days to appear in your account, depending on delays at your bank.

Your security deposit is released immediately, but some banks may take an additional 5-7 days before showing the released deposit on your account.

Please note that if you or the car owner contest the cancellation, your refund may take longer. We will momentarily suspend it while our team arbitrates the situation, which we commit to doing as quickly and fairly as possible.

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.

Force Majeure

We have introduced cancellation conditions to limit the number of last-minute cancellations, and to improve the level of trust on Getaround. However, certain circumstances out of the control of owners and drivers may sometimes prevent them from keeping their booking commitments.

Occasionally, if Getaround decides that a driver’s reason for cancellation constitutes force majeure as defined in the current terms and conditions, it may decide to waive its cancellation policy and issue a refund instead.

What situations constitute force majeure? The following are considered to constitute admissible cases of force majeure:

  • The unexpected death or serious illness of the driver or a close family member
  • A serious injury that directly affects the driver’s capacity to fulfil the rental
  • A large-scale natural disaster or severe weather conditions in the place of destination or departure
  • Urgent travel restrictions or security alerts issued by the relevant national or international authority (e.g. by a government ministry or department) after the booking was made
  • Obligations imposed by the authorities (e.g. jury duty) after the booking was made
Did you find this article useful?

These articles might also help: