Your cancellation and refund policy

Your cancellation policy is a set of rules that decide how much of a booking a customer gets back if they cancel, based on how many hours before pickup they cancel.

Where to find it

Fleet → Pricing → Payment & Policies → Cancellation Policy. (Older links to a separate "Cancellation" settings page now redirect here.)

The Cancellation Policy card, showing refund tiers

How it works

Each tier in the schedule has:

• Hours before pickup — the cutoff for this tier. A tier applies when the guest cancels that many hours or more before pickup; hours are counted against the booking's start time in your own timezone, and a cancellation exactly on the line (say, exactly 48 hours out) counts in the guest's favor.
• Refund percentage — how much of the booking total the customer gets back if they cancel within that window (0–100%).
• Flat fee kept ($) — an optional flat dollar amount you keep regardless of the refund percentage (for example, a processing fee that never gets refunded).

You can add, edit, and delete as many tiers as you want with Add tier / Edit tier / Delete tier, then Save.

A typical schedule might look like:

• Cancel 168+ hours (7+ days) before pickup → 100% refund
• Cancel 72–167 hours (3–6 days) before pickup → 50% refund
• Cancel less than 72 hours before pickup → 0% refund

Example

Using the schedule above, a customer with a $400 booking who cancels 96 hours (4 days) before pickup falls in the 72-hour tier and gets back 50% — $200 — minus any flat fee kept.

Good to know

• Cancelling never refunds money automatically. The schedule calculates a suggested refund and writes it onto the booking; a staff member still has to review and approve it before the money actually moves.
• Renta's own platform fee is never refunded, no matter which tier applies — it's excluded from the refund calculation, so a "100% refund" tier still doesn't return the fee. See Renta's 2.5% platform fee.
• The security deposit follows its own hold/refund timing, separate from this cancellation schedule — see How and when you collect a security deposit.