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Cancellation policy

Carentify acts solely as a technology platform that connects vehicle owners (“Hosts”) and renters (“Guests”). The following cancellation policy applies to all bookings made through the platform.

1. Guest Cancellations

  • Free Cancellation: Guests may cancel their reservation free of charge up to 24 hours before the scheduled trip start time. In this case, the Guest will receive a full refund, excluding any insurance purchased.
  • Late Cancellation: If the Guest cancels less than 24 hours before the scheduled trip start time, the Host may retain the cost of the first day of rental. The remaining amount will be refunded to the Guest. Platform service fees are non-refundable.
  • How to Cancel: Guests must cancel their reservation through their Carentify personal account on the website or mobile app. Cancellations are effective immediately upon confirmation in the system.
  • Insurance Fees: Travel or vehicle insurance purchased through the platform is strictly non-refundable, regardless of the cancellation time.

⚠️ Fraud Prevention: In case of suspected fraudulent cancellation (e.g., repeated abusive behavior, misuse of promotions, or attempts to manipulate refund rules), Carentify reserves the right to suspend or block the Guest’s account without prior notice.

2. Host Cancellations

  • Host Responsibility: If the Host needs to cancel a confirmed booking, they must notify the Guest immediately using the Carentify messaging system and then process the cancellation through their Carentify account (website or mobile app).
  • Refund to Guest: The Guest will receive a full refund, excluding non-refundable insurance, if the Host cancels.
  • Impact on Host: Frequent or unjustified cancellations by Hosts may result in:
    • Lower visibility of their listings,
    • Temporary suspension of the Host’s account, or
    • Permanent removal from the platform in severe cases.

⚠️ Fraud Prevention: In case of suspected fraudulent cancellations by the Host (e.g., accepting bookings and then canceling to avoid platform fees, redirecting Guests off-platform), Carentify reserves the right to suspend or block the Host’s account.

3. General Notes

  • Refunds are processed automatically to the original payment method used for the booking. Processing times may vary depending on the payment provider (typically 3–10 business days).
  • Carentify does not cover or reimburse any indirect losses such as travel expenses, alternative transport, or accommodation costs caused by cancellation.
  • In disputes regarding cancellations, Carentify Support may facilitate communication between the Guest and Host but does not impose binding decisions.