Users can cancel their booking via our website or mobile app, and the cancellation is effective immediately. Whether the Renter will receive a full refund, a partial refund, or receive no refund depends on the circumstances. The total amount refunded depends on when the Renter cancels the reservation, the duration of the reservation and the type of reservation.
Tenants can cancel free of charge up to 24 hours prior to the start of their booking. Tenants who make a reservation within 24 hours prior to the start of their reservation have one hour after making their reservation to cancel it free of charge. If a Renter wishes to cancel a booking, we encourage them to notify the Vehicle Provider as soon as possible via Sync messages and process the cancellation themselves via the Sync website or app. See instructions on how to cancel a booking here.
If a Renter requests a modification of the booking and the Provider accepts it, such modification does not reinstate the free cancellation period for the reservation. It remains tied to the original booking time.
Renters can cancel free of charge and receive a full refund if, when inspecting the vehicle at the start of the booking, they have concerns that it has not been cleaned and disinfected (see cleaning policy here). Rents are only entitled to a full refund if: they do not pick up the vehicle, do not check in for the reservation and contact Customer Support immediately to report the problem.
If a Renter wishes to cancel a booking they have made, we encourage them to notify the Provider via Sync messages as soon as possible and process the cancellation themselves via the Sync website or app. We will issue a partial refund to Tenants who cancel in this manner and do not fall within the free cancellation period.
If a Renter does not cancel and does not show up for the reservation within 30 minutes of the scheduled booking start time, or if the photos or information provided by a Renter do not sufficiently allow the Renter or their driver's license to be verified at check-in, it is a non-appearance of a Renter. A Renter who appears on a reservation without a driver's license, with an invalid license, or who sends his additional driver or another person in his place also recommends that a Renter not appear. Sync or the Provider will cancel the reservation of a non-showing Tenant and we will refund a portion of the amount.
Exemptions from refund amounts for cancellations outside the free period and for non-appearances of Renter may apply in the event of a flight delay, flight cancellation, loss of baggage (see below), security issues related to vehicle cleanliness, proof of providing valid photos or verification information at check-in, or other convenience Extraordinary circumstances (see our policy on extraordinary circumstances) here).
No credits/refunds are made for early returns unless the Renter has made a request to modify their booking to shorten their booking and the Provider has accepted this through the Sync website or app as set out in the Sync Terms of Use.
If a Provider cancels a Tenant's booking or if a Provider fails to show up — that is, has not cancelled and does not show up within 30 minutes of the scheduled start of the booking — Sync will refund the Tenant the total amount. The funds of the cancelled reservation or on which the Provider did not appear will be available for 24 hours after cancellation so that the Renter can make a new reservation. If funds remain unused after 24 hours, we will automatically issue a full refund. Tenants who do not want to make a new reservation and do not want to wait 24 hours for Sync to issue a refund can request an immediate refund.
In some cases, Sync will cancel a Tenant's booking for security reasons. If this happens, Sync will contact the Renter and Provider and refund the total amount of money paid.
If a Renter's flight is delayed or cancelled, they must send a message to their Provider to inform them and request a modification of their booking for a new start time. If the Provider cannot or does not serve a certain start time and the reservation must be cancelled, Sync will grant the Renter a full refund, provided that it has sent a message to its Provider and has provided the supporting documents as appropriate. In particular, the Renter must inform the Provider of the flight delay or cancellation at least one hour before the scheduled start time of the booking. He must provide documents, such as a screenshot from the mobile app or the airline's website, showing the problem flight. The Renter must notify Sync of the flight delay or cancellation within at least 24 hours of the scheduled booking start time in order to be eligible to take advantage of this cancellation policy. If the Renter's flight is cancelled/delayed more than three days before the booking start time, this policy does not apply.
If the Renter experiences a delay due to lost luggage, Sync will refund the entire amount of the money, provided that it has sent a message to its Provider and has provided the supporting documents as appropriate. In particular, it must notify its Provider no later than 30 minutes after the scheduled start time of the booking, notify Sync of the delay of the lost baggage within 24 hours and provide photographic evidence of the baggage problem.
If a Provider wants to cancel a booking they have made, we encourage them to notify the Tenant via Sync messages as soon as possible. Then it must process the cancellation through Sync's website or app. Cancellation is effective immediately and the Renter receives a full refund.
Providers will be charged up to €50 if they cancel a booking less than 24 hours before the start of the booking. If canceled more than 24 hours before the start of the reservation, the fee is up to €25. After each cancelled booking, Providers receive an automated assessment on their vehicle registration. It indicates the cancellation and how early they canceled the reservation. We exempt the Provider from the above fee and assessment if the Renter rebooks a new booking with the same Provider within 24 hours of cancellation. Providers who repeatedly cancel bookings may be subject to additional penalties, including removal from the platform.
If you are a Superhost Provider at the time of cancellation, we will exempt you from the cancellation fee. You will receive an automated cancellation assessment on your public profile, but you will be able to respond to the assessment to explain why the cancellation was necessary. Cancellations still affect the Provider's performance metrics, so frequent cancellations may result in the loss of Superhost status.
If a Provider does not cancel and does not show up for the booking within 30 minutes of the scheduled booking start time, it is a Provider no-show. Providers who do not appear on a booking are subject to a charge of up to €150.
The value of optional extras, any protection plan, half of the delivery fee and the cost of the young driver fee are always refunded if the Renter does not show up at the booking.
The value of optional extras, any protection plan, half of the delivery fee and the cost of the young driver fee are always refunded if the Renter does not show up at the booking.
If a Renter does not cancel and does not show up for the reservation within 30 minutes of the scheduled booking start time, it is a non-appearance Tenant. A Renter who appears to pick up the vehicle of the reservation without a driver's license, with an invalid driver's license or who sends his additional driver to his place also recommends not showing a Renter.
Providers must report all no-shows within 72 hours of the scheduled start of the booking. If a Renter informs us that he did not show up and you do not report the no-show to us, we will not award you any winnings on that booking. We may also charge you a fine.
Exemptions from the Provider's winnings for bookings cancelled outside the free cancellation period and for non-appearances of Renter may apply in the event of a flight delay or cancellation (see below), safety issues related to vehicle cleanliness or other mitigating circumstances (see our policy on extraordinary circumstances) here).
The cost of any protection program, half of the delivery fee, as well as any expenses for optional extras or young driver fee are always refunded.
When Sync needs to cancel a booking less than 24 hours prior to the start of the booking due to a Tenant verification issue, the Provider will be paid in accordance with the terms of the table above. If the cancellation by Sync occurs more than 24 hours before the start of the booking or within one hour of booking for bookings made less than 25 hours before the start of the booking, the Provider will not be entitled to any winnings.
If a Renter's flight is delayed or cancelled or if their luggage is lost, they must send a message to their Provider to inform them and request a modification of the booking for a new start time. We expect the Provider to make a good faith effort to serve a new booking start time. The Provider must document its attempt to adjust a new booking start time to the relevant messages it sends to the Renter. If the Provider cannot accept or does not accept a new start time and the reservation must be cancelled, the Provider will not receive any winnings on the reservation. In the event that the Provider makes a good faith attempt to reschedule the booking, but both the Renter and the Provider cannot agree to a satisfactory modification of the booking and the reservation must be cancelled, Sync will pay the Provider its profits as if the Renter did not show up. (See table above.)
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