Cancellation Policy

Rental Customers/Guests and Hosts, we know things can come up.
Let’s try to make the best of it.

Last revised: August, 18, 2020

Guest cancellation

Guests may cancel their trip through our website, by email, or mobile app, the cancellation is effective immediately. Refund amounts depend on the length of the rental and when the cancellation is made. The cancellation period is based on the time zone the vehicle is rented.

Free cancellation period

Guests may cancel free of charge up to 5 days before the rental starts. Guests who book within 5 days of their rental have two hours after booking to cancel for free.

Booking Time Free Cancellation Period
5 days or more before rental start Until 5 days before rentals
Less than 5 days before rental start 2 hours after booking

Return Rental Early

There are no credits and refunds issued for rentals returned early except when the guest has requested to shorten their rental and the host has accepted this request in the Services, as defined in the Terms of Service.

Guest cancellation fees

If a guest cancels a rental less than 5 days before it starts, they will be charged a late cancellation fee before receiving any refund. The late cancellation fee is based on the rental length, rental cost (including fees), and 50% of the delivery fee, excluding the cost of the protection plan, extras, or young driver fees.

See the details:

Rental length Cancellation fee
More than 5 days 30% of the total rental fee + 50% of any delivery fee
2 days* or less 50% of rental cost + 50% of any delivery fee

Rental modifications

For any rentals where the guest requests changes after the free cancellation period has ended, the cancellation policy and any associated fees from before the change does apply.

Guest no-shows

If a guest wants to cancel a booked rental, they must notify the host via email or messaging, as soon as possible. Guests should process the cancellation through the cancellation system on our website.

Failing to cancel and not showing up for the rental after 1 hour of the rental start time, it is a guest no-show. A guest who shows up to a rental with no license or with an invalid license is also a guest no-show.

Rental length Fee
More than 2 days* 50% of the total rental rate + 100% of any delivery fee
2 days* or less 1 day of the daily rental rate + 100% of any delivery fee

Extras, protection plan, young driver fee costs are always refunded.

Host and host cancellation

Hosts need to report guest no-shows and cancellations, hosts who fail to report a guest no-show will lose their rental earnings.

If a host wants to cancel a booked rental, they must notify the guest and Sprinter Rentals via email or messaging as soon as possible. Then they must process the cancellation through the website or app. The cancellation is effective immediately, and the guest receives a complete refund.

Hosts will be subject to a $50* fee if they cancel a trip less than 5 days before the start of the rental. If they cancel more than 5 days before the start of the trip, the fee is $25*. After each canceled rental, hosts receive an automated review on their vehicle listing. It mentions the cancellation and how far in advance they canceled the rental.

We waive the host fee and review if the guest re-books a new rental with the same host within 24 hours of the cancellation.

Hosts who repeatedly cancel rentals may be subject to additional penalties, including removal from the Sprinter Rentals community.

* Values are in US$ for trips in the United States, € (euros) for trips in countries in the eurozone, and in US$ in all other countries where Sprinter Rentals is available.

Flight related Delays, Changes or Cancellations

If a guest’s flight is delayed or canceled, guests must message their hosts to inform them and to request a rental start time change. We wish that the host makes a good-faith effort to accommodate a new rental start time. The host must document their attempt to accommodate a new trip start time using messaging even if it was communicated by phone.

If the host cannot or does not accommodate a new start time and the rental must get canceled, Sprinter Rentals will refund the guest the rental fee. Guests must provide documentation, for example, a screenshot of the airline showing the flight delay or cancellation, and must notify the host via messaging.

In this case, hosts will not receive any compensation, and the guest will receive a 80% refund, if the documentation proves the cancellation was due to a flight related issue.

To take advantage of this policy, in addition to providing documentation, guests must tell the host of the flight delay or cancellation at least one (1) hour before the scheduled rental start time. The guest must notify Sprinter Rentals of a flight delay or cancellation within at least twenty four (4) hours of the scheduled rental start time, or no refund can be made. In the event the host makes a good faith attempt to reschedule the rental, but both guest and host are unable to agree on a satisfactory change and the trip must be canceled, Sprinter Rental will pay the host the equivalent of one (1) day of earnings based on the daily rental rate.

Not notifying Sprinter Rentals directly by the guest and/or host within four (4) hours of the rental start, the guest is not eligible to benefit from this cancellation policy. Also, if the guest’s flight is canceled/delayed more than three (3) days in advance of the trip start time, this policy does not apply. In both cases, the standard Guest Cancellation policy outlined above remains in effect.

Cancellation by Sprinter Rentals

In some cases, Sprinter Rentals may need to cancel a rental after booking to protect our users against fraud, trust and safety considerations. Sprinter Rentals will notify both hosts and guests in such an event.

When Sprinter Rentals must cancel a rental, guests will receive a full refund and hosts are not eligible for earnings on this rental.

In good spirit - let’s make it work

THANK YOU!

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