Cancellations and refunds
How cancellation policies work, who pays what, and when refunds land.
Cancellations are rare when listings are accurate and calendars are honest. When they happen, the policy attached to the booking decides who gets what.
Choosing a policy
Each listing carries one of three policies. Stricter policies protect your planning; flexible ones encourage bookings.
| Policy | Renter cancels | You cancel |
|---|---|---|
| Flexible | Full refund up to 24 hours before pickup | Full refund + a fee |
| Moderate | Full refund up to 5 days before pickup | Full refund + a fee |
| Strict | 50% refund up to 3 days before pickup | Full refund + a fee |
Once the rental has started, refunds are pro-rated for unused days and disputes are handled case by case.
When the renter cancels
The refund is calculated from the table above and returned to the original payment method. Your calendar reopens the dates automatically. You're never charged when a renter cancels — at worst you've lost the booking.
When you cancel
Owner cancellations are treated seriously: the renter gets a full refund regardless of policy, and repeated owner cancellations can pause your listings. If you truly can't honor a booking, cancel early — the renter has time to plan and you may be able to offer an alternative item.
Refund timing
Refunds are issued the moment a cancellation is finalized. Banks typically take 5–10 business days to post them, though most appear within three. Deposits that were only held (not charged) simply disappear from the renter's statement.
Disputes
If the item comes back damaged or doesn't come back at all, open a dispute from the booking page within 48 hours of the scheduled return, with photos. Rental reviews the thread, the listing, and the evidence before deciding. Deposit claims are capped at the deposit amount; larger losses go through the support team.