You can cancel a rental request anytime before acceptance with immediate release of payment authorisation. After acceptance, cancellations 10+ days before start get a full refund; between 10 days and 72 hours incur a 30% fee; less than 72 hours incur a 50% fee with half refunded as platform credit. Refunds to the original payment method may take up to 8 business days. Lenders should notify renters promptly to avoid negative feedback.
Can I cancel my rental request before it is accepted?
Yes. You can cancel your request at any time before it is accepted by the Lender.
Your payment authorisation will be released immediately. Depending on your bank, it may take a few days to appear in your account.
What is the cancellation policy after a rental is accepted?
Once the request has been accepted, the following cancellation policy applies:
- 10+ days before the rental start date:
You will receive 100% refund (no cancellation fee)
- Between 10 days and 72 hours before the start date:
30% cancellation fee applies. You will receive a 70% refund of your total payment.
- Less than 72 hours before the start date / 50% fee (Requires Lender Approval)
50% cancellation fee applies. You will receive a 50% refund in platform credits, that must be used within 30 days.
What happens if a rental is cancelled less than 72 hours before the start date?
You can cancel a rental request anytime before the Lender accepts it, and your payment authorisation will be released immediately. After acceptance, cancellation fees apply depending on how close it is to the start date. Cancellations requested less than 72 hours before the rental starts requires upfront approval from the Lender. Here is how it works:
- Submit a Cancellation Request: Renter selects the reason in-app and leaves a message for the Lender to review
- Cancellation Request Sent: Wait for the Lender to review the request, and either accept or decline
If your request is approved:
Your rental will be cancelled and 50% of your payment will be added to your account as platform credit. The remaining 50% is retained as a cancellation fee.
If your request is declined:
Your rental remains active and the rental will proceed as planned, you will not receive any refund for the cancellation.
Why might the cancellation request be declined?
Lenders often prepare and dispatch items in advance of the rental start date. In many cases, an item may already have been dispatched within the 72-hour period before the rental starts, making cancellation difficult or impossible.
If your cancellation request is declined, we recommend messaging the Lender directly to see if you can agree on a suitable solution.
How do I process a cancellation in the app?
Here are the steps to cancel your rental:
- Open the Rental
- Scroll down to the bottom
- Select 'Cancel Rental'
- Enter the reason
- Select 'Confirm Cancellation'
How long do refunds take to process for cancellations?
Once your cancellation is confirmed:
- Platform credit: Added to your account immediately.
- Refunds to your original payment method: Typically processed within a few working days, but may take up to 8 business days, depending on your bank or payment provider.
Please note that service fees are non-refundable.
Cancellation advice for Lenders
Cancelling a rental at short notice can impact your profile performance, including your response and acceptance rates. Lenders who consistently maintain high acceptance rates typically receive more interest in their listings. If you need to cancel a rental, please inform your Renter as soon as possible to minimise disruption and help avoid negative reviews or feedback