Cancellation & Refund Policy

1. Renter Cancellations

Refunds for Renter-initiated cancellations are issued based on how far in advance the cancellation occurs:

• More than 48 hours before pickup: Full refund of rental fee, delivery fees, taxes, and security deposit. Platform service fees and the flat booking fee are non-refundable.
• 24–48 hours before pickup: 50% refund of rental and delivery fees; platform service fees, the booking fee, and taxes remain fully charged; security deposit refunded
• Less than 24 hours before pickup: No refund; Owner receives full payment
• No-show (failure to pick up): No refund; Owner receives full payment

2. Owner Cancellations

Owners who cancel a confirmed booking must refund the Renter for the rental fee, delivery fees, taxes, and security deposit. Platform service fees and the booking fee remain non-refundable. Repeated Owner cancellations may result in:

• Temporary suspension of listing privileges
• Reduced search ranking visibility
• Account review or removal from the Platform

3. Service Fee Refundability

Platform service fees (4% on the rental subtotal), the $2.00 booking fee per reservation, and related charges shown at checkout are non-refundable on all cancellations, including Renter-initiated and Owner-initiated cancellations. This covers payment processing and platform costs. Exceptions may apply in Platform-verified extenuating circumstances.

4. Extenuating Circumstances

In the event of documented extenuating circumstances (natural disaster, serious illness, death of an immediate family member, or government-mandated restrictions), either party may request an exception to this policy. Requests must be submitted within 24 hours of the affected rental period with supporting documentation.

5. Disputed Transactions

If a Renter claims a tool was materially misrepresented in the listing (e.g., non-functional, significantly different from description), they must report this within 2 hours of pickup to be eligible for a refund review. We will review the claim and may issue a full or partial refund at our sole discretion.

6. Refund Processing

Approved refunds are returned to the original payment method within 5–10 business days, depending on your bank or card issuer. We are not responsible for delays caused by Stripe or other payment providers.