Guide to cancellations and refunds

Cancellation Policy

You can cancel your rental free of charge within 1 hour of payment. From that point onwards, fees will apply as follows:

• If you cancel at least 48 hours before the start of your rental: you will receive a full refund.
• If you cancel less than 48 hours before the start of your rental: you will be refunded one half of your payment.
• If you cancel after your rental was supposed to start: no refund is possible.

Please note that you are not eligible for a refund for any cancellations you have caused due to suspected fraud.

However, if the cancellation is due to the owner or car (for example: the car is no longer available, the owner doesn’t show up, etc.), you will be fully refunded.

You do not need to contact us to cancel a rental. Simply go to Your Rentals > select the rental > Cancel the rental. Fees and/or refunds are calculated automatically upon cancellation, but you have the option to contest them under certain conditions.

If you need help cancelling your rental or have cancelled a rental by mistake, feel free to contact us so we can assist you.

How long will it take to get a refund?

You'll be refunded by bank transfer to the card used for payment within 3 working days after the cancellation. The refund may take up to 5 additional working days to appear in your account, depending on delays at your bank. You can find your refund receipt by going to Your payments.

Your security deposit is released immediately, but some banks may take an additional 5-7 days before showing the released deposit on your account.

Please note that if you or the car owner contest the cancellation, your refund may take longer. We will momentarily suspend it while our team arbitrates the situation, which we commit to doing as quickly and fairly as possible.

Under what circumstances can I get a full refund?

If you want to contest the fees applied, you must submit a refund request within the 24 hours following the cancellation to suspend the payment to the owner. Attach any photo or evidence supporting your request. After this delay, we won’t be able to open a refund request and you will have to find an arrangement directly with the owner.

Admissible refund requests : Reasons for issuing a full refund generally fall under the following categories:

• The owner was unable to fulfil the rental (unavailable, wanted to cancel).
• The car did not match the listing or had a major security problem.
• You experienced a case of force majeure that prevented you from using the car.

Submit a refund request following a cancellation :

Go to Your Rentals > Selected rental > Refund request following a cancellation within the 24 hours following the cancellation to suspend the owner’s payment. After this delay, we won’t be able to open a refund request and you will have to find an arrangement directly with the owner. Attach any photo or evidence supporting your request. Be reactive to our information requests if necessary.

Force Majeure

We set up our cancellation policy to avoid last minute cancellations, and reinforce trust on Getaround. However, some exceptional circumstances that are out of the hands of the owner or the driver can prevent performing the rental. In some cases, if Getaround considers that the cancellation reason expressed by the driver is a force majeure situation, Getaround can decide not to apply the cancellation policy and process to a full refund.

What situations are considered “force majeure” ? Following situations enter “force majeure” and are admissible for full refund :

• Sudden death or severe illness of the driver or close family.
• Serious injury preventing the driver to perform the rental.
• Natural disaster in the origin or destination location of the rental
• Urgent travel restrictions or security alerts from the authorities
• Citizen duty (ex : jury duty).

Finding a new car after a cancellation

If the owner hasn’t done so already, cancel the rental now by going to Your rentals, clicking on the relevant rental. From there you will have a link to cancel the rental, declaring that the car can’t be used or that the owner is unavailable.

In order to quickly find a replacement car:

• Redo a search on Getaround and favour Instant booking cars. These are cars where the owner isn’t required to approve your request so it’ll be accepted automatically, saving you time
• If you can’t find a car through Getaround, we advise you to use another service:
  • Car rental: our partner Rentalcars
  • Ride sharing: our partner BlaBlaCar
  • Train: our partner Trainline

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What to do if the owner is late at your Meet Owner checkin

If the owner is going to be late at check-in, they must inform you through the App or by SMS as soon as they know about the delay. This must be done at least 60 minutes before the rental is supposed to start. Both you and the owner should try to agree on a new time to hand over the keys. If you can find an agreement together, you will be reimbursed for the hours you missed.

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

If the delay is the owner's fault or they didn't inform you properly, the owner won’t be paid. You will get a refund.

What to do if you are late to your Meet owner checkin

If you are going to be late at check-in, you must inform the owner through the App or by SMS at least 60 minutes before the rental start time. Both you and the owner should try to agree on a new time to hand over the keys. If both you and the owner can agree on a new time, you will not be reimbursed for the missed time.

If you cannot agree on a new time, and the delay is not your fault (with sufficient proof, e.g., airline delay or cancellation), and you have informed the owner correctly, you will be fully refunded, and the owner will not receive their payout.

If the delay is your fault or you did not inform the owner properly, you will not receive a refund. The owner will receive their full payout.

In case you cancel

If you cancel after changing the date/time or do not show up within 30 minutes of the start time, you will not receive a refund. The owner will receive their full payout.