RentyPal Cancellation & No-Show Policy
Last updated: 31 July 2025
Scope
This policy forms part of RentyPal’s Terms & Conditions (Art. 10) and applies to every booking made through the Platform.
Key Definitions
- Pickup Time– the start time in the booking confirmation.
- Booking Fee– the non-refundable fee a Renter pays that funds the Owner Protection Program.
- Rental Price– the amount set by the Owner for the booking, excluding fees and taxes.
Renter-Initiated Cancellations
| Timing of Cancellation | Renter Refund | Owner Payout | RentyPal Retains |
|---|---|---|---|
| ≥ 24 h before Pickup | 100 % of Rental Price + Booking Fee | - | - |
| < 24 h and ≥ 3 h | 50 % of Rental Price (Booking Fee non-refundable) | 50 % of Rental Price | Booking Fee |
| < 3 h before Pickup or No-Show* | 0 % of Rental Price† | 80 % of Rental Price | 20 % of Rental Price + Booking Fee |
* No-Show= the Renter fails to appear within 15 minutes of Pickup Time and does not respond to in-app messages.
† Small-rental cap: when Rental Price < US $25, the maximum forfeiture is US $20; any remaining balance is refunded to the Renter.
† Small-rental cap: when Rental Price < US $25, the maximum forfeiture is US $20; any remaining balance is refunded to the Renter.
Owner-Initiated Cancellations (after acceptance)
- First occurrence per calendar quarter:no penalty; the Renter receives a full refund.
- Further occurrences in the same quarter:an Owner Cancellation Penalty of 15 % of the Rental Price (min $5, max $50) is deducted from the Owner’s next payout.
- Excessive cancellations (> 5 % of accepted bookings) may lead to listing demotion or suspension.
Process & Evidence
- Renter cancel:use the in-app “Cancel Booking” button; refunds are issued automatically per § 3.
- Owner no-show claim:upload a time-stamped photo or chat log within 60 minutes of the missed Pickup. Approved claims trigger payouts per § 3.
- Automatic re-listing:late-cancelled dates are re-published with search-rank boost to help the Owner refill the slot
- Excessive cancellations (> 5 % of accepted bookings) may lead to listing demotion or suspension.
Non-Refundable Charges
- Booking Fee:always retained by RentyPal to support the Owner Protection Program.
- Processing fees:payment-processor charges are non-refundable once captured.
First-Time Renter Goodwill
On a Renter’s first late cancellation or no-show, RentyPal may, at its discretion, issue a credit equal to the forfeited Booking Fee for future use.
Disputes
Disputes must be raised in-app within 48 hours. RentyPal’s decision, based on provided evidence, is final (see Art. 23, Terms & Conditions).
Policy Changes
RentyPal may amend this policy with 30 days’ notice (Art. 21, Terms & Conditions). Continued use after the Effective Date constitutes acceptance of the updated policy.