Cancellation Policy

Last revised: January 9, 2025

Guests can cancel their trips at any time, but the refund amount will depend on the timing of the cancellation and the length of the trip. If a guest wants to cancel, they should notify their host as soon as possible via Ez-Carent messaging and process the cancellation through the Ez-Carent website or mobile app. The cancellation is effective immediately. Whether a guest receives a full refund, partial refund, or no refund will depend on when the guest cancels the trip and how far in advance the cancellation happens.

Free Cancellation Period

Guests will receive a full refund if they cancel within the first 24 hours of booking, or if the host cancels the booking. If a trip is canceled within this period, the guest will receive their full payment back.

Trip Modifications

If a guest requests a modification to the trip, the cancellation policy will not be reset, and the guest may still be subject to cancellation fees based on when the modification request was made.

Cancellation for Cleaning or Safety Concerns

Guests are eligible for a full refund if they cancel the trip because the vehicle is not cleaned or is deemed unsafe upon check-in. If the vehicle is not in the condition described or does not meet safety standards, the guest is eligible for a full refund. To qualify, the guest must immediately report the issue to Customer Support and choose not to proceed with the trip.

Cancellations Outside the Free Period

If a guest cancels a trip after the 24-hour free cancellation period but within the allowed cancellation window, they will receive a partial refund. The guest will be refunded the trip price minus an amount based on the trip's total price. If the trip lasts longer than two days, the guest will be refunded the trip price minus the average of one day’s cost. If the trip is two days or shorter, the refund will be the trip price minus half of the average of one day’s cost.

Guest No-Show

If a guest does not show up for their trip within 30 minutes of the scheduled start time, or if they send another person in their place, it is considered a no-show, and no refund will be provided. For vehicles using Turo Go, if the guest does not show up within 12 hours of the trip start time, they are also considered a no-show.

Early Returns

If a guest returns the vehicle earlier than planned, no refund will be provided unless the guest has requested and received approval for a trip modification to shorten the trip.

Non-Refundable Trips

If a trip is canceled after the 24-hour free cancellation period, no refund will be provided for the remaining days unless otherwise noted in the host’s terms.

Guest Trips Canceled by Host or Ez-Carent

If a host cancels a trip or is a no-show, Ez-Carent will refund the guest in full. The guest will receive a full refund, and the funds from the canceled trip will be available for 24 hours after the cancellation so the guest can rebook another trip.

Guest Trips Impacted by Flight or Train Delays

If a guest’s flight or train is delayed or canceled, the guest should notify the host and request a trip modification. If the host is unable to accommodate the new start time, Ez-Carent will issue a full refund to the guest, provided they provide the necessary documentation of the delay.

Host Trips Impacted by Guest Flight or Train Delay or Cancellation or Lost Baggage

If a guest’s flight or train is delayed, canceled, or if they lose their baggage, the guest must notify their host as soon as possible. If the guest’s delay impacts the start of the trip and the host cannot accommodate the change, the guest will receive a full refund. The guest may also be entitled to a partial refund or other remedies if the circumstances impact the trip.

Host Cancellation and Host No-Shows

If a host needs to cancel a trip, they should notify the guest via Ez-Carent messaging and process the cancellation through the Ez-Carent website or app. The cancellation is effective immediately, and the guest will receive a full refund. If the host is a no-show and the vehicle is not available for the scheduled trip, the guest will receive a full refund as well.

Host Responsibility for Cancellations

If the host cancels the trip, they are required to cover any fees associated with the cancellation and may be subject to additional penalties depending on the circumstances. A host who cancels a trip without a valid reason may also be subject to consequences from Ez-Carent.

Host No-Show

If a host is a no-show, meaning they fail to deliver the vehicle at the scheduled time or location, they will be responsible for providing the guest with a full refund. Additionally, the guest may be entitled to additional compensation if the trip was affected by the no-show.