The lender cancelled on me
You get a full refund of everything you paid, automatically. The booking points you to pieces you can rent instead, including pickup options that may still reach you in time.
Updated 6 October 2026
If a lender can't go ahead with a confirmed booking, you're refunded in full, including delivery. You don't need to ask for it.
What to do first
- Open the booking from the email or notification telling you it's cancelled. We've got you - let's find another fit shows at the top. Tap it to search for something else.
- Narrow the search with Dates, so you only see pieces free for your event. Pickup pieces from lenders near you can still reach you when there isn't time to post.
- View similar on the cancelled booking shows pieces with a similar look from other lenders.
Your refund
The refund goes back to the card you paid with, automatically. Cancelled bookings are in Past bookings. Tap Cancelled to see only those.
If the refund hasn't appeared after a few business days, open the booking, press More options, then Need help with this booking? and Contact Ourfit.
If it was still a request
If a lender declines your request, or doesn't answer within 2 days, you weren't charged. The hold on your card is released, usually within 5-7 days. The same happens if they accept someone else for the same dates.
If you're the lender
If you can't go ahead, cancel as early as you can and message the renter. Open the booking, then the ... menu, choose Need help with this booking? and I can't fulfil this booking. Tell the renter why, then press Yes, cancel.
The renter is refunded in full and sent to pieces they can rent instead. The cancellation is recorded against your account, and we follow up with lenders who cancel often.
You can cancel until you post the piece or hand it over. After that, raise an issue through the booking instead. To keep it from happening, set a break for dates you can't do.
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