NEW Cancellation Policy for Rentals (effective 17th April 2026)

You can cancel your rental request anytime before it’s accepted for a full payment release. If already accepted, you’ll receive a full refund if you cancel at least 10 days before the start date. Cancellations made between 10 days and 72 hours incur a 30% fee (70% refund). No standard refund is given within 72 hours, though partial refunds may be possible. Refunds are typically processed within 8 business days.

Can I cancel my rental request before it is accepted?

Yes. You can cancel your request at any time before its 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:

A 30% cancellation fee applies. You will receive a 70% refund of your total payment. 

• Less than 72 hours before the start date

No standard refund is issued

What happens if I cancel less than 72 hours before the start date?

If you cancel within the 72-hour window, your rental is non-refundable. However, we recommend the following:

• Contact the Lender: Reach out directly to see if you can reschedule or reach an agreement.
• Partial Refunds: If the item hasn’t been shipped, we advise lenders to refund the postage and cleaning fees, even if the rental fee is retained.

How long do refunds take to process? 

Once your cancellation is confirmed, refunds are typically processed within up to 8 business days depending on your bank provider.

 

Cancellation advice for Lenders

Cancelling a rental last minute can impact your response and acceptance rates on your profile. Lenders with consistently high rates typically receive more interest in rentals. If you need to cancel a booking, please inform your renter as soon as possible to mminimise disruption and avoid negative reviews or feedback.