Booking policy
Cancellation & Refund Policy
This Policy explains how Rentify currently handles renter cancellations, host cancellations, refund routing, and timing for bookings paid through the platform.
Effective date: March 27, 2026
Last updated: March 27, 2026
Policy overview
This Policy applies to platform-level payments collected by Rentify for bookings made through the checkout flow. It does not override mandatory law or any rights that cannot legally be excluded.
| Scenario | Current platform outcome |
|---|---|
| Renter cancels within 24 hours of booking creation | Eligible for a full refund to the original payment method. |
| Renter cancels more than 24 hours after booking creation | Generally non-refundable at the platform level. |
| Host or fleet operator cancels a confirmed paid booking | The renter receives a full refund. |
| Booking is cancelled before payment capture completes | No refund transaction is needed because funds were not captured. |
Renter cancellations
Renters may request cancellation through the platform where the booking status allows it. Refund eligibility is measured from the booking creation timestamp, not from the trip start date.
At the time of publication of this Policy, a renter is eligible for a full refund only if the cancellation is made within 24 hours of booking creation. After that period, renter-initiated cancellations are generally non-refundable.
- A cancellation request may still be accepted operationally after the refund window closes, but that does not create entitlement to a platform refund.
- If payment had not been captured, the booking may close without any refund event because no completed payment exists to reverse.
- Host-specific rental terms may still govern deposit release, fuel adjustments, damage claims, or other rental-side charges outside the platform refund flow.
Host cancellations
If a host or fleet operator cancels a confirmed booking after payment capture, Rentify initiates a full refund to the renter using the original payment method.
Rentify may also apply platform-side measures against hosts who repeatedly cancel confirmed bookings, including visibility impacts, penalties, or account restrictions under separate host rules.
Refund processing
Approved refunds are initiated by Rentify through the payment provider used for the original transaction. Refunds are generally returned to the same card or payment method used at checkout.
- Most refunds settle within 5-10 business days, depending on the payment provider and issuing bank.
- Rentify can confirm that a refund was initiated, but cannot control the card issuer's exact settlement timeline.
- If a payment is disputed by chargeback instead of using the normal cancellation flow, Rentify may review booking and acceptance records before resolving the case with the processor.
Changes and extra charges
Requests to change dates, vehicle, pickup arrangements, or optional delivery are handled operationally and depend on availability. A change request is not automatically a cancellation and may result in new pricing.
This Policy covers platform-level booking refunds only. Deposits, fines, fuel adjustments, extra mileage, tolls, cleaning fees, late-return charges, and damage claims remain governed by the rental contract and the host or fleet operator's terms.
Support and disputes
Users should contact support@rentify.md or use the Rentify support page if they need help understanding the current refund outcome for a specific booking.
Where a dispute concerns the rental itself, Rentify may facilitate communication and preserve platform evidence, but does not replace the contractual responsibilities of the host or fleet operator.