Cancellations and refunds

What you can do depends on where the booking is. The booking page always shows the options that apply, and Cancellation & refund policy on a booking opens the full policy.

Before the lender answers

While a request says Awaiting approval, you haven't been charged. Your card only has a hold. Open the booking and press Withdraw request. The dates are freed up, the lender is told, and the hold is released, usually within 5-7 days.

The same happens when a lender declines or doesn't answer in time: nothing is charged and the hold is released.

After it's confirmed

Once the lender accepts, you've been charged. You can cancel until the lender posts it or hands it over. Open the booking, press More options, then Need help with this booking? and Cancel this booking. Tell the lender what changed, then press Yes, cancel.

The refund goes back to your card automatically, and you're told the amount when it's done.

Once the piece is on its way or with you, you can't cancel. Raise an issue from the booking instead.

You can't change the dates on a booking. To move them, withdraw or cancel while you still can, then request the new dates.

When the lender cancels

If a lender can't go ahead with a confirmed booking, you get a full refund. The booking takes you to pieces you can rent instead, including pickup options that may still reach you in time.

When a pickup doesn't happen

If you chose pickup and the lender didn't turn up or respond, press Pickup didn't happen? Report a problem on the booking. Our team reviews it and sorts out any refund.

Where to find them

Cancelled, declined, expired and refunded bookings are in Past bookings. Tap Cancelled to see only those.

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• Your bookings
• Damage and disputes