Cancellations and refunds, explained
When you book a car on a Rentavoq-powered storefront, you rent from that rental company — the operator — not from Rentavoq. Each operator sets its own cancellation terms. But every storefront runs on the same machinery, so the mechanics below work the same way everywhere. The specific policy shown at checkout for your booking is the one that governs.
Your operator picks one of three cancellation tiers
Every operator configures a tier. The exact windows and amounts appear at checkout before you pay.
| Tier | How it typically works |
|---|---|
| Flexible | Full refund if you cancel before a cutoff the operator sets — for example, 48 hours before pickup. A late-cancellation fee may apply after that. |
| Moderate | Full refund before the cutoff. After it, you forfeit a set amount — often the first day's rate. |
| Strict | Full refund only if you cancel within a short window after booking. After that, a larger penalty applies. |
The policy at checkout is the one that counts
Operators may also publish a general cancellation summary on their storefront. If the summary and your checkout terms ever differ, the per-booking policy you acknowledged at checkout controls. You e-sign it as part of booking — keep your confirmation.
Deposits are holds, not charges
The security deposit is a pre-authorization hold on your card. It reserves funds but is not captured unless you owe money after the rental.
- Holds are placed no earlier than 24 hours before your scheduled pickup.
- If you cancel within your free window, no deposit is captured. If a cancellation penalty applies, only the penalty (plus applicable taxes and fees) is charged.
- After a rental, the hold releases automatically on a clean return inspection — release is gated on the inspection, not on a timer. Your bank typically takes a few business days to show it.
What usually isn't refundable
Unless the law requires it or the operator cancels on you, these are typically non-refundable: booking or service fees, delivery fees already incurred, and third-party protection premiums once the coverage period begins. Non-refundable items are identified at booking.
No-shows, late pickups, and early returns
- No-show: if you don't pick up within the operator's grace period and don't tell them, a no-show charge (often the first day plus fees) may apply, with the rest released.
- Late pickup: a late pickup doesn't extend your rental or earn a partial refund unless agreed in writing.
- Early return: returning early doesn't automatically refund unused days — it depends on the tier and rate terms you booked under.
If your operator cancels on you
If the operator cancels — vehicle unavailable, failed verification, safety recall, or events beyond their control — you choose the remedy, at your option:
- a full refund of everything you paid, including any otherwise non-refundable fees, or
- a comparable replacement vehicle, where available.
How refunds are paid
Approved refunds go back to your original payment method through Stripe. Allow the operator's stated processing window; your bank may take extra time to post the funds.
Where Rentavoq stands
Rentavoq does not set, hold, or adjudicate refunds. We build the machinery — the hold lifecycle, the inspection-gated release, the itemized statements — and provide the payment tooling through Stripe. Refund decisions belong to your operator. For questions about a specific booking, contact your operator first; their storefront lists how to reach them.