Our goal is to support you in maximising your rentals while offering the best possible experience to drivers. To achieve this common goal, we have therefore decided to improve our cancellation policy with 2 main objectives in mind:
make certain rules that apply to you fairer
reduce the number of rentals cancelled by owners
You will find below all the new measures relating to cancellations, which will come into effect on Monday 23 January 2023.
New calculation of your cancellation rate
Today your cancellation rate is calculated based on the last 90 days. This can cause unfair variations when rentals fall outside the last 90 day window.
In order to make your cancellation rate fairer and clearer, it will now take into account all your rentals and cancellations since November 2021 (the date on which we implemented our current cancellation policy).
From Monday 23 January, your new cancellation rate will be calculated like this:
The number of rentals you have cancelled*,
divided by
The number of rentals booked with you (not cancelled by the renter or by Getaround)*
*since November 2021
Tolerance threshold reduced to 4%
Today this threshold is 8%, i.e. if your cancellation rate exceeds 8%, then any cancellation will result in financial penalties.
This threshold will decrease to 4%, which means that after Monday 23 January:
If you cancel a rental and your cancellation rate* is lower than 4%, then no fee will be applied.
If you cancel a rental and your cancellation rate* is higher than 4%, then cancellation fees will apply.
*rate calculated taking into account the cancellation you are about to make.
One free cancellation
Currently, for your first two cancellations, you're not charged if your cancellation rate is above the threshold. But from Monday 23 January, this rule will apply to your first cancellation only.
Cancellation fee increase
Today, when your cancellation rate is higher than 8%, fees are applied:
€20 if you cancel more than 48 hours before the start of a rental,
€35 if you cancel less than 48 hours before the start of a rental.
From Monday 23 January, if your (new) cancellation rate is above the new threshold (4%), fees will be:
€35 if you cancel more than 48 hours before the start of a rental,
€50 if you cancel less than 48 hours before the start of a rental.
As a reminder, cancellation fees are deducted from your earnings. Among other things, they allow us to compensate drivers for the inconvenience caused (in addition to the full refund of their rental).
Acceptance of cancellations due to a previous claim
After discussions with some of you, we understand that cancellations can sometimes be out of your control. It is thus important for us to expand the list of exceptions for the case of cancellations, such as:
Problem with profile verification
Previous damage during a Getaround rental
We updated our app in December 2022 so drivers who are having problems with their profile verification can state this as their reason for cancelling, solving the problem of drivers assigning these cancellations to the owner.
From Monday 23 January, if your car was damaged on a previous Getaround rental, you will be able to cancel future rentals without penalty (provided the rentals were booked before the damage report was submitted).
To do this, you must first declare the damage. You will then see the list of upcoming rentals for this car, and you will be able to cancel the ones you want free of charge.
Note: In the interest of fairness, we have removed from the recalculation of your cancellation rate:
Past cancellations due to damage on a previous Getaround rental.
Past cancellations due to a driver profile verification issue.
Thanks for your understanding.