Cancellation Policy

Legal matters

Guest Cancellation

If a guest needs to cancel a booked trip, they should notify the host via the messaging system as soon as possible and process the cancellation through the O'Neill Car Rental website or app. The cancellation is effective immediately. The type of refund the guest receives (full, partial, or none) depends on the circumstances, including the timing of the cancellation, the trip's length, and any exceptional circumstances. All cancellation times are based on the vehicle’s time zone.

Full Refund

Free Cancellation Period

Guests are eligible for a full refund if:

They cancel during the free cancellation period (up to 7 days before the trip’s start).
They cancel due to safety concerns or cleanliness issues at the start of the trip.

Trip Modifications

If a guest requests and the host approves a trip modification, the free cancellation period is tied to the original booking time and does not reset.

Safety or Cleanliness Concerns

Guests can cancel at trip start if the vehicle is deemed unsafe or has not been properly cleaned.
Eligibility for a full refund requires:

The guest does not accept the vehicle or begin the trip.
The guest immediately contacts customer support to report the issue.

Partial Refund

Guests are eligible for a partial refund if they cancel:

After the free cancellation period.
If they fail to show up at the trip’s start (guest no-show).

Refund Calculation

For trips longer than two days: Guests receive a refund of the trip price and trip fee, minus the average of one day’s cost and the service fee.
For trips two days or shorter: Guests receive a refund of the trip price and trip fee, minus half the average of one day’s cost and the service fee.

Guest No-Show

A guest is considered a no-show if they:

Fail to cancel or show up within 30 minutes of the trip’s start.
Arrive without a valid driver’s license.
Send an additional driver or another individual in their place.

Refunds for no-shows follow the same rules as cancellations after the free period but with an increased deduction of two days’ cost for trips longer than two days.

No Refund

No refunds will be provided for:

Trips canceled after the trip starts.
Early returns, except in cases of host-approved trip modifications.

Exceptions

Refunds may still be granted if:

The guest experiences delays outside their control (e.g., flight or train delays, cancellations, or lost baggage).
The host fails to deliver a vehicle that meets safety and cleanliness standards.

Host Cancellation

If a host cancels a trip, the guest will receive a full refund, including any fees. Funds from the canceled trip will be available for 24 hours to allow the guest to rebook a new trip. Unused funds will be automatically refunded after 24 hours.

Host Penalties
Hosts who cancel less than 24 hours before the trip start may incur a £40 cancellation fee. Hosts who cancel more than 24 hours before the trip start may incur a £20 cancellation fee.
Frequent cancellations may result in penalties, including removal from the platform.

Host No-Show
If a host does not show up within 30 minutes of the trip’s start, the trip is canceled, and the guest receives a full refund. The host may incur a £100 no-show fee.

Guest Trips Impacted by Delays

If a guest's flight or train is delayed or canceled, or they experience a lost baggage delay:

The guest must notify the host and request a trip modification.
If the host cannot accommodate a new start time, the guest will receive a full refund.
To qualify, the guest must:

Notify the host at least one hour before the trip’s start.
Provide documentation of the delay or cancellation (e.g., screenshots of flight or train updates).

Exceptional Circumstances

Refunds or alternative arrangements may apply in cases of:

Natural disasters or extreme weather conditions.
Safety concerns with the vehicle.
Any other circumstances deemed reasonable by O'Neill Car Rental’s customer support team.

Legal matters