*** Update - March 19, 2020
A temporary Cancellation Policy is in effect during the COVID-19 emergency, which supersedes the standard Cancellation Policy outlined below. This is in effect until further notice. Cancellation rules around Short Term insurance policies are unchanged.
The temporary policy is as follows: Renters may cancel any rental booking up to the start day of the rental without a penalty. In order to receive a refund, the rental must be cancelled on the site prior to the start of the rental. As always, all cancellation fees are imposed at the equipment owner's discretion.***
We understand plans change, and sometimes you may need to cancel a rental.
If you need to cancel, the first step is to let the other person know. Give them as much notice as possible, so they have time to plan.
Cancellations can be disruptive for both renters and owners, so in some cases we need to impose penalties.
Cancelling unconfirmed requests
As a renter, you can cancel unconfirmed requests with no penalty. Simply open the conversation for the rental and click the 'Cancel' button.
Tip: You can tell that a request is unconfirmed when the status on the rental conversation shows: 'Waiting for [name of owner]'. This means the owner has not yet accepted the request.
Cancelling booked rentals
As a renter, if you want to cancel a confirmed rental, open the conversation thread for that rental and press the 'Cancel' button.
If it's more than 48 hours before the start of your rental, the authorization charge on your card will be voided and returned to your card within 2-3 business days.
If you cancel within 2 hours of a request being accepted, no cancellation fee will be imposed.
Last-minute cancellations, no-shows and fees
As a renter, if you cancel within 48 hours of pickup time, we reserve the right to charge a fee of up to 50% of the rental cost, at the owner’s request.
If you cancel within 24 hours of pickup time, we reserve the right to charge a fee of up to 100% of the rental cost, at the owner’s request.
If you do not cancel a booked rental, and you do not pick up the equipment, or the owner cannot contact you, you will be charged the full rental amount.
Short-Term Insurance Policies are non-refundable
Short-Term insurance premiums and fees are fully earned and non-refundable upon purchase.