Guide to cancellations

When your car is booked on Getaround, both you and the driver commit to honouring that rental. If either of you break this commitment by cancelling, fees may apply depending on the situation.

If you cause a cancellation

We rely on car owners like you to help us provide a reliable service to drivers. When you don’t provide your car for a booked rental, you’re neglecting your responsibility as an owner and as a result you may be charged a penalty and the visibility of your cars in the search results will be reduced if your overall cancellation rate has surpassed the acceptable threshold. This threshold is currently set at 4%.

If your cancellation rate surpasses 25%, you may be removed from the platform entirely. (Exceptions can apply for owners with very few rentals or in special cases, like accidents.)

You can find your cancellation rate in the Performance page in your account.

It is based on the last 12 months and is calculated as follows:

• The number of rentals you have cancelled,

divided by

• The number of rentals booked with you (not cancelled by the driver or by Getaround)

Penalties

If your cancellation rate is above 4%, you’ll be charged a penalty for each cancellation:

• 35€/£ if the cancellation was more than 48 hours before the rental
• 50€/£ if the cancellation was less than 48 hours before the rental

These fees will be deducted from your earnings. If your rate is below 20%, you’re given a grace period of 1 hour after the booking to cancel without fees.

Visibility of your cars in the search results

• Your cancellation rate is below 4%: there will be no impact on your listing’s ranking
• Your cancellation rate is between 4 and 6%: your listings will have slightly lower visibility.
• Your cancellation rate exceeds 6%: your listings will have lower visibility.

If the driver cancels

Drivers can cancel free of charge in certain circumstances, meaning they'll receive a full refund and you won't be eligible for compensation. For example:

• If they cancel within the grace period (i.e. more than 48 hours before the rental or within 1 hour after confirming the booking).
• In cases of force majeure
• If their profile couldn’t be verified
• If the rental couldn't take place because of a technical issue
• If you or your car caused the cancellation (you don't show up for the key exchange or there's a problem with your car: it's unavailable, it won’t start, it can’t be accessed, it doesn't correspond to the listing, it's in an unsafe or unacceptable condition, etc.)
• If the check-in was significantly delayed because the previous driver returned the car late. (In this case you can be compensated by requesting late fees for the rental that ended late.)

Otherwise, you may be eligible for compensation according to the timing of the cancellation:

• Less than 48 hours before the rental: you receive half of your expected earnings. The driver receives a partial refund.
• After the rental was supposed to start: you’re paid in full. The driver receives no refund.

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How to cancel

To cancel a rental, go to “Your Rentals” > select the rental > “Cancel the rental.”

How to contest a cancellation

Fees and/or refunds are calculated automatically upon cancellation, but you have 24 hours to contest them as well as the cancellation reason given by the driver.

Before you contest, please refer to the above list of circumstances in which drivers are allowed to cancel free of charge. If any of them apply, your contestation will not be accepted.

To contest a cancellation, go to “Your Rentals” > select the rental > “Compensation request following a cancellation.”

How to waive your compensation

You can opt to waive your compensation as a gesture to the driver. Click here for more details.

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What to do if a driver is late to your Key Exchange checkin

If a driver is going to be late at checkin, they must inform you through the App or by SMS at least 60 minutes before the rental start time.

Both you and the driver should try to agree on a new time to hand over the keys. If both you and the driver can agree on a new time, the driver will not be reimbursed for the missed time. If you cannot agree on a new time, and the delay is not the driver's fault (with sufficient proof, e.g., airline delay or cancellation), and they have informed you correctly, you will not receive your payout and the driver will be fully refunded.

If the delay is the driver's fault or they did not inform you properly, the driver will not receive a refund. You will receive your full payout (excluding the insurance premium).

What if the driver cancels

If the driver cancels after changing the date/time or does not show up within 30 minutes of the start time, the driver will not receive a refund. You will receive your full payout (excluding the insurance premium).

What to do if you are late for your Key Exchange check-in

If you are going to be late at the check-in, please inform the driver through the App or by SMS as soon as you know about the delay. This must be done at least 60 minutes before the rental is supposed to start.

Both you and the driver should try to agree on a new time to hand over the keys. If you can find an agreement together, the driver will be reimbursed for the hours they missed.

If you both genuinely tried but couldn't find a new time and the delay was not your fault and you have sufficient proof and you informed the driver 60 minutes before the start of the rental, the driver won’t be compensated. You will receive your full payout (excluding the insurance premium).

If the delay is your fault or you didn't inform the driver properly, you won’t be paid, and the driver will get a refund.