If you don't show up at pickup, arrive without a valid driving licence, or send someone else instead of you, your host may report this as a pickup problem. You'll be notified immediately through Sync and will have a chance to respond.
When a pickup problem is reported
You don't show up at the pickup location and haven't cancelled the booking
You show up without a valid driving licence (missing, expired, damaged, provisional, or not in your name)
You send someone else to collect the car instead of you, unless it's a verified extra driver on your booking
How you'll be notified
You'll receive a message and an email with a link, plus a report card on your trip screen. You have 2 hours of active time to respond. The clock pauses 23:00-08:00, your local time, so the deadline can't expire overnight.
You can optionally add a photo to your response. A photo taken at the pickup spot is the best way to prove you were there.
If you don't respond in time, the case still moves to a decision as normal. Not responding does not mean you've accepted the report.
What can happen
The report is approved. The booking is cancelled and you're charged per the rules below.
The report is rejected. The booking stays active, you're not charged anything.
Host at fault. The booking is cancelled as a host cancellation and you're refunded in full.
What you'll be charged if the report is approved
We'll keep rental days at the booking's average daily price, per the table below, plus half the delivery fee if your booking included delivery. The rest is refunded to you.
Trip length | Days charged |
1 day | 1 |
2 days | 1 |
3-4 days | 2 |
5-7 days | 3 |
8-14 days | 5 |
15-21 days | 7 |
22+ days | 10 |
Example: a 2-day booking costing €100 (€50/day). Charge: 1 day × €50 = €50. Refund: €50.
What's always refunded to you
Regardless of trip length, the following are refunded in full:
Any Extras you purchased
The young driver fee, if it applied
The protection plan
Half the delivery fee
Bookings made before this change
Bookings made before this change are governed by the old model: 75% of one average day for 1-2 day trips, or two average days for trips of 3 or more days.
If you're delayed by a flight, ferry, or train
If you run into a delay or cancellation on your trip:
Contact your host right away through Sync messages
Let them know your new arrival time
If the delay is a few hours within the same day, a simple heads-up to your host is enough
If you'll arrive on a different day, change your booking dates: open the booking in the Sync app → "Change dates" → follow the steps
If your host can't accommodate the change and cancels, reach out to us via Chat. We're happy to help!