Cancellation and Refund Policy

Basic principle

A cancellation by the Customer is refundable only when BOTH of the following conditions are met (both boundaries inclusive):

• the cancellation is made no later than 24 hours after the successful payment; and
• the cancellation is made at least 72 hours before the scheduled pickup or start of the service.

• The clock starts at the successful payment — not at the time the booking request was created.
• The second deadline is measured against the scheduled pickup/start date and time shown in the booking.
• The Rentify service fee is retained even on an eligible cancellation: 3.5% for vehicle rentals and 3% for professional mobility services. The exact amounts are shown before payment, before the cancellation is confirmed, and in the booking details.
• A cancellation by the vehicle host or by Rentify/its mobility partner is always refunded in full, including the service fee.
• Amounts retained are not fees for the payment method and do not limit mandatory consumer rights.

1. Scope

This Policy governs cancellation, no-shows, and refunds for bookings paid through the Rentify Platform: peer-to-peer vehicle rentals and professional mobility services (chauffeured transport, transfers, routes, and tours). Deposits, damage, fines, fuel, mileage, cleaning, and other later costs are governed by the Provider Contract.

The outcome of a specific cancellation — whether each condition is met, the exact refundable amount, and the exact retained service fee — is calculated and displayed before the Customer confirms the cancellation.

2. How to cancel

A booking can be cancelled directly from its booking page — signed in to the account that owns it or, for a guest booking, through the secure booking link received after payment. The exact refund outcome is shown before confirmation.

Alternatively, the Customer may ask support at support@rentify.md or +373 60 650 806 (telephone, WhatsApp, or Telegram), quoting the booking number. A cancellation performed by support on the Customer's behalf follows exactly the same conditions and produces exactly the same refund as a self-service cancellation; the moment it is recorded determines whether the deadlines were met.

3. Bookings not yet paid

If no payment has been captured — an abandoned checkout, a failed payment, or a customised mobility request that has not been quoted or paid yet — the Customer owes nothing and there is nothing to refund. Withdrawing a customised request before paying its quote never costs anything. An unpaid vehicle booking does not create a host-cancellation penalty.

An amount displayed by the bank as “pending” for a failed or abandoned payment may be a temporary authorisation rather than a final charge; it is released by the bank. Rentify assists with verification where needed.

4. Cancellation by the Customer (both services)

The retained service fee is the exact amount calculated and shown at checkout, not a recalculated percentage. The refund is not an unconditional “full refund”: the booking amount is returned while the service fee is retained for the intermediation service already supplied.

For vehicle rentals, any settlement between Rentify and the host regarding a cancellation (including host penalties or forfeited host earnings) is strictly between Rentify and the host and never reduces the Customer's refund.

5. Cancellation by the host, by Rentify, or by its mobility partner

• If the vehicle host cancels a confirmed or active rental whose payment is still fully paid, Rentify applies a separate host penalty. The Customer receives 100% of the amount paid, including the 3.5% service fee; the penalty never reduces that refund. Unpaid or already-refunded payment states do not create a new host penalty.
• If Rentify or its professional mobility partner cannot perform a paid mobility service (including rejecting or not being able to fulfil a customised request after it was paid), the Customer receives 100% of the amount paid, including the 3% service fee.
• These refunds do not depend on the time windows in section 4.

6. No-show and Customer inability to attend

A no-show — the Customer does not appear at the agreed pickup, cannot be reached, or cannot be served for reasons attributable to the Customer (for example missing travel documents) — is NOT refundable. This applies to both vehicle rentals and professional mobility services.

For transport services, a booking may be declared a no-show only if all of the following hold:

• the 30-minute free waiting period at the correct pickup point has ended;
• the vehicle reached the correct location and the Provider can produce reasonable evidence, such as a timestamp, GPS record, photograph, or operational log;
• the Customer did not report the delay and does not answer after at least 2 documented contact attempts;
• the contact details and location used match the booking.

If any condition is not met, or the Provider reached the wrong location, the situation cannot be treated as a no-show; it is handled as an operator issue under section 5 where the service was not supplied.

7. Changing a booking

• A change request (date, time, route, passengers) is free to submit but depends on availability and the Provider's acceptance; it must be agreed through support before the scheduled pickup.
• If the new service is more expensive, the difference is paid only after the Customer has been informed and expressly agreed.
• An unaccepted change request does not cancel the original booking. If the service is no longer required, the Customer must cancel under this Policy, and the conditions of section 4 apply as of the moment of that cancellation.

8. Service not performed or substantially changed

• If the Provider does not perform the service and the Customer does not accept an equivalent alternative, the booking is treated as a host/operator cancellation under section 5: a full refund including the service fee.
• If a relevant part of the service is not performed or its value is reduced, the Customer may request a review by support; remedies provided by law (proportionate reduction or other) are not limited by this Policy.
• Rentify and the Provider may propose rescheduling, but the Customer is not obliged to accept it instead of a refund where this Policy or the law recognises a refund.

9. Refund process and timeframes

1. When a cancellation qualifies for a refund, Rentify initiates the refund automatically with the payment processor at the moment of cancellation, and the calculated outcome is shown to the Customer immediately.
2. If the automatic refund cannot be completed for technical reasons, the booking remains cancelled and Rentify's team completes the refund; support requests about a pending refund are acknowledged within no more than 2 business days.
3. Requests requiring individual review are resolved within no more than 14 calendar days unless the law requires a shorter period.
4. The refund is made by the same payment method and in the same currency as the original payment. The Customer is not charged a refund fee.
5. The time until the amount is actually credited depends on Paynet, the issuing bank, and the payment system, and is outside Rentify's direct control; several business days are common.

10. Disputed transactions and complaints

The Customer is encouraged to contact Rentify before a chargeback, without limiting the right to dispute the transaction with the bank. Rentify may provide Paynet and the bank with the contract, confirmation, logs, evidence of the service, and relevant correspondence. A dispute alone does not prove fraud, and the card is not automatically charged again.

Complaints and requests: support@rentify.md; telephone / WhatsApp / Telegram: +373 60 650 806; website: rentify.md.

11. Mandatory rights

Nothing in this Policy waives or limits rights that consumers hold under mandatory law. Where mandatory law grants the Customer a more favourable outcome than this Policy, the law prevails.