Cancellation & Refund Policy
CARVEOO | Version 1.0
Effective date: 2026-10-22
Approval: Approved by the Carveoo owner.
1. Which cancellation policy applies?
Different vehicles may have different cancellation terms. The applicable policy must be disclosed in the listing and booking details when the Guest reserves the vehicle. The Guest should check the exact dates, local time, payment status and applicable terms before requesting cancellation.
2. Host cancellation policy options
The Host selects the applicable cancellation option for the vehicle. The listing and booking details must disclose that option before booking. The documented options are:
Flexible: A Guest cancelling 48 hours or more before pickup qualifies for a full refund. This option does not define an additional refund entitlement for cancellation less than 48 hours before pickup.
Moderate (default): A Guest cancelling 7 days or more before pickup qualifies for a full refund. A cancellation less than 7 days before pickup qualifies for a partial refund under the Host Policies. No fixed percentage or calculation basis is specified here; the applicable booking-specific terms must disclose the amount or basis before booking. No percentage is inferred or automatically applied by this policy.
Strict: A Guest cancelling less than 14 days before pickup receives no refund, subject to the Major Disruptive Events Policy and mandatory applicable law. This option does not define a separate early-cancellation benefit for cancellation 14 days or more before pickup.
The terms disclosed for the actual booking, together with mandatory applicable law, determine the outcome. A refund request requires an authorized review; no undisclosed percentage, additional entitlement or automatic transfer is established by this policy.
3. Guest-requested cancellation
Guests should request cancellation through the permitted booking/account or support process. A request does not by itself prove that a refund has been approved or sent. Carveoo and the Host may need to verify the applicable policy, cancellation time, paid amount and relevant circumstances.
4. Host-initiated cancellation
If a Host cancels a confirmed booking, the Guest receives a full refund under the Host Policies, subject to applicable conditions and law. Any Host penalty or account consequence must follow the existing disclosed Host rules and authorized review. No penalty amount or automatic deduction is created by this page.
5. Late arrival and no-shows
Failure to collect a vehicle at the agreed time without proper cancellation may affect refund eligibility. The exact no-show conditions and any exceptions should be disclosed in the applicable rental terms and verified against the recorded circumstances.
6. Guest service fees, extras and deposits
Guest service fees are generally non-refundable except where mandatory law or the Major Disruptive Events Policy requires otherwise, as stated in the existing supplied policy. Treatment of extras, unused rental days, additional protection, taxes and deposits must follow the terms disclosed for the actual booking. This page does not invent an amount, percentage or deduction for a component whose treatment is not specified.
A refundable security deposit is distinct from the rental price and must be handled under the approved booking-specific deposit terms. Carveoo should not automatically treat a deposit as a cancellation penalty.
7. Major disruptive events
Severe qualifying events, such as applicable natural disasters or official travel restrictions, may trigger a different cancellation outcome under the Major Disruptive Events Policy. Its stated refund entitlement includes the paid rental amount and Guest service fee for qualifying cancellations. Simulated payments contain no collected funds to refund; real refunds remain disabled pending the approved payment integration.
8. Refund requests and processing
A Guest may submit a request referencing the booking number and relevant details. The platform may review the booking and payment record, the applicable policy and supporting evidence. A displayed refund status is not proof that money has reached the original payment method. Real refunds and timing depend on the approved provider and payment arrangements.
9. Disputes
If a Guest and Host disagree about cancellation or refund treatment, either party may use the existing Carveoo support/dispute process. Do not assume that all refunds are automatic or guaranteed before an authorized decision.
10. Contact
Use the existing Carveoo Help Center or Contact page with the booking reference.