Renters are not eligible for refunds in the following cases:
- No Shows: A "No Show" is defined as failure to arrive within the business hours and the scheduled pick-up time of your rental start date, if any has been set. Business hours can be found on each vehicle profile. A “No Show” will result in your reservation being cancelled and does not entitle you to a refund. If you wish to rebook, there is no guarantee that your originally quoted rate will be available.
- Failure to provide proper documentation upon pick-up: Pick-up instructions are clearly indicated in your reservation confirmation email and in our Terms of Service which you need to accept before completing your booking. If you fail to bring your original government issued driver's license and a credit card under your name, you will not be able to leave with the vehicle you booked and will not be eligible to a refund. In the event that you are unable to use your own credit card to authorize the security deposit, your reservation will be cancelled and you will not be eligible to a refund.
- Cancellation requests: 24 hours after you have received a confirmation email for your reservation, your reservation becomes no longer eligible for modifications, cancellations, and refunds.
- Extenuating Circumstances: Although you will not be eligible for a cash refund, you will be given a store credit towards a future rental that takes place at any of our locations within the next 12 months. Extenuating circumstances are natural disasters (hurricanes, earthquakes etc), health pandemics (Zika, coronavirus etc), acts of terrorism, travel restrictions, and other Force Majeure events such as death and illnesses.
All refund inquiries due to technical or mechanical issues must be made immediately upon noticing the issue, with proper documentation provided, directly to CarHopper by emailing firstname.lastname@example.org . All refunds or partial refunds must be solely authorized and approved by CarHopper, in written, prior to being issued. Refund or partial refund arrangements made between the renter and the Affiliate without the written approval of CarHopper will not entitle the renter to any refund.
We may be able to give you a store credit towards your next booking that takes place in the next 12 months if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.
Circumstances that require documentation
Death of a host, guest, or their co-host, additional guest, immediate family member, or caregiver. You’ll be asked to provide one of these documents:
- Death certificate
- News article naming the deceased
- Police report
Unexpected serious illness or injury affecting a host or member of the traveling party. You’ll be asked to provide a statement from a physician confirming that the person can't host or travel due to an unexpected, serious illness or injury. The statement must be also dated after the reservation was booked and provided within 14 days of cancellation. At this time, pre-existing conditions known to the user at the time of booking are not covered by our Extenuating Circumstances Policy.
Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the reservation was booked, including the name of the person fulfilling the obligation.
Unforeseen property damage, maintenance, and amenity issues to the car that makes it unsafe to host guests, or that prevents guests from accessing basic amenities like running water. This doesn’t include planned renovations. You’ll be asked to provide all of the following documents:
- Proof that the issue is being fixed
- An estimate of when it will be fixed
- An invoice for the repairs being done
- Photos of the damage
Transportation disruptions that make it impossible to travel to your destination, including road closures and flight cancellations where there are no alternative methods of travel. This includes closures and cancellations caused by natural disasters, such as earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or documentation from the airline that the flight was cancelled and supporting documentation confirming that it's not possible to travel to your destination.
Train, bus, or ferry cancellations where no alternate trips were available on the same day. You’ll be asked to provide documentation that clearly shows the carrier was not operating on that day, such as a screenshot of the company’s website or a link to an official statement from the carrier.
Circumstances that require special review
There’s no required documentation for these circumstances, but our specialized team will review each case to confirm that you’re directly affected.
Natural disasters, terrorist activity, and civil/political unrest that prevent the guest from traveling to or from the destination, or that make it unsafe to host guests.
Epidemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area—for example, malaria in Thailand or dengue fever in Hawaii. Any updates to our policy regarding the outbreak of a disease, and the scope of policy application, will be determined based on announcements by the World Health Organization and local authorities.
Travel restrictions imposed by a government, law enforcement agency, or military that restrict travel to or from the listing or experience location.
Safety and security threat advisories issued for the listing or experience location or the guest party’s departure location.
Essential utility outages that affect the listing or experience location.
Changes to visa or passport requirements that make it impossible to travel to the destination. This doesn’t include lost or expired travel documents.