Cancellation Policy

At Velocity Car Rental (“we,” “us,” or “our”), we understand that travel plans change or unexpected circumstances might arise. Because our Platform operates on a peer-to-peer model where individual Hosts commit their personal vehicles, cancellations directly impact asset availability.

This Cancellation balances the flexibility required by Guests with the financial protections required by our Hosts.

  1. Guest Cancellations & Refund Structures

Whether a Guest qualifies for a full or partial refund depends entirely on when the cancellation is requested relative to the trip’s scheduled start time.

  1. Free Cancellation Windows (Full Refund)

Guests receive a 100% refund of the trip price, trip fees, protection plans, delivery fees, and optional extras if they cancel within the following parameters:

  • Standard Bookings: Cancellation occurs at least 24 hours before the scheduled trip start time.
  • Last-Minute Bookings: If a booking is made less than 24 hours before the trip starts, the Guest has a grace period (usually 1 hour) immediately following the booking confirmation to cancel for free.
  1. Late Cancellations (Partial Refund)

If a Guest cancels outside the free cancellation window, a cancellation fee is subtracted from their refund to compensate the Host for holding the vehicle.

  1. Guest No-Shows

A “No-Show” occurs if a Guest fails to pick up the vehicle within 30 minutes of the scheduled start time without communicating a delay to the Host via Velocity Car Rental messaging.

  • Impact: The trip is automatically canceled, and the vehicle is released back to the marketplace.
  • For trips lasting a few days, the Guest might be charged a penalty, i.e., a fraction of the average trip price and trip fee.
  1. Host Cancellations and Penalties

To maintain platform trust, Hosts are expected to honor every confirmed booking. If a Host cancels a trip, the Guest is issued an immediate full refund (or the choice to immediately apply those funds to rebook another vehicle on the Platform).

  1. Mitigating Risks: Safety and Cleanliness Exceptions

Velocity Car Rental prioritizes marketplace protection. We may waive cancellation fees and provide alternative refund exceptions under the following verified conditions:

  1. Unsafe or Unclean Vehicles (Guest Protection)

If a Guest arrives at pick-up and finds the vehicle structurally unsafe, mechanically compromised, or excessively dirty:

  1. The Guest must not accept the vehicle or complete the check-in process.
  2. The Guest must take clear photos of the issue and contact our Support immediately.
  3. If our support team verifies the claim, the booking is canceled with a full refund to the Guest, and the Host faces account penalties.
  1. Safety Recalls & Maintenance (Host Protection)

If a Host discovers an active safety recall or an urgent mechanical hazard (e.g., a flat tire or blown head gasket) just prior to a trip:

  • The Host can cancel the trip penalty-free by submitting official diagnostic documentation or safety recall alerts directly to Velocity Car Rental Support. The vehicle will remain unlisted until proof of repair is uploaded.
  1. Travel and Flight Delays

If a Guest experiences a verified flight or train cancellation/delay:

  • The Guest must message the Host immediately to request a modified trip start time.
  • If the Host cannot accommodate the new schedule and the trip must be canceled, Velocity Car Rental will issue a full refund to the Guest without penalizing the Host, provided official documentation of the travel delay is submitted within 24 hours.
  1. Refund Processing Timelines

Once an eligible refund is initiated by Velocity Car Rental, the duration for the funds to reappear on your statement is determined entirely by your financial institution’s processing infrastructure.

  • For credit cards, it may take up to 3 to 5 business days.
  • For debit cards, it may take up to 10 business days.
  • For mobile wallets like Apple Pay/Google Pay, it may take up to 3 to 10 business days.
  1. Contact & Dispute Resolution

If you believe a cancellation fee was applied in error or need to submit supporting documentation for an extenuating travel exception, please reach out to our marketplace resolution specialists by: