Important Reminder Before Cancelling
The earlier you cancel, the larger your refund. Review the timelines in Section 3 before making a cancellation decision.
01
EazyRent's Cancellation & Refund Policy sets out the terms and rules for cancelling car bookings, recovering paid amounts, and related procedures.
This Policy applies to:
• All bookings completed through the EazyRent platform.
• All booking parties: customers and renters alike.
• Bookings for cars by the day, week, or month.
This Policy supplements the general Terms of Use. In case of conflict, the terms in the booking agreement between the customer and the renter prevail, subject to the minimum protections set out in this document.
02
A customer may cancel their booking at any time before the rental period begins, either through their account on the platform or by contacting the rental office directly.
Cancellation procedure:
1. Sign in to your EazyRent account.
2. Navigate to the 'My Bookings' section.
3. Select the booking you wish to cancel and click 'Cancel Booking'.
4. Confirm the cancellation request — you will receive an immediate confirmation message.
Cancellation timelines are calculated from the time the cancellation request is received by the platform, not the time it was submitted.
03
| Cancellation Timing | Refund Rate |
|---|---|
| 72 hours or more before start | ✓ 100% |
| 24 – 72 hours before start | ⚡ 50% |
| Less than 24 hours or No-Show | ✕ 0% |
The refund amount is determined based on the time between the cancellation date and the rental start date:
🟢 Cancellation 72 hours or more before booking start:
→ Full 100% refund of the booking amount (excluding any non-refundable platform service fee if applicable).
🟡 Cancellation between 24 and 72 hours before booking start:
→ 50% refund of the total booking value.
🔴 Cancellation less than 24 hours before booking start:
→ No refund is issued (except for the refundable deposit amount if one was required).
Note: individual rental offices may offer more flexible terms than those stated above. Check the booking page for the specific office's terms.
04
A booking is classified as a 'No-Show' in the following cases:
• The customer did not contact the rental office within 2 hours of the vehicle pick-up time.
• The customer did not appear to collect the vehicle without prior cancellation.
No-show consequences:
• The booking is treated as a late cancellation (less than 24 hours) — no refund is issued.
• The renter retains the right to make the vehicle available for another renter after the waiting period.
• The deposit amount is fully refunded if the vehicle was never collected.
If you will be delayed, contact the rental office as soon as possible to avoid your booking being classified as a No-Show.
05
Cancellation of a booking by the renter is an undesirable practice and may affect their rating and subscription status on the platform.
If the renter must cancel:
• The customer must be notified as soon as the decision is made, via the platform or directly by phone.
• The customer receives a full 100% refund regardless of cancellation timing.
• The customer is entitled to a compensatory discount on their next booking through the platform.
Impact on the renter's account:
• One cancellation: dashboard warning.
• Two cancellations within a month: temporary restriction on accepting new bookings.
• Three or more cancellations within a month: account review and possible temporary suspension.
Cancellations due to documented force majeure (disasters, accidents) are not counted towards these penalties.
06
A customer may request a booking modification (date or day changes) under the following conditions:
Modification at least 48 hours before start:
• Allowed free of charge if the vehicle is available on the new dates.
• If reducing days: the difference is refunded minus a 5% processing fee.
• If adding days: the difference is charged at the office's approved rate.
Modification within 48 hours of start:
• Subject to renter approval and may incur additional charges.
• No refund if days are reduced.
How to request a modification:
1. Go to 'My Bookings' and open the booking details.
2. Click 'Modify Booking' and select the new dates.
3. Contact the rental office to confirm availability.
07
When a refund is approved, the amount is processed as follows:
Refund timeline:
• Electronic payment: within 5–7 business days.
• Cash payment at the office: within 24–48 hours by contacting the office directly.
• Deposit amount: within 72 hours of booking end or cancellation.
Refund method:
• The amount is returned to the same payment method used at the time of booking.
• If this is not possible, coordination with the customer takes place to choose an alternative method.
Tracking your refund:
• You will receive a confirmation email and an in-platform notification when the request is processed.
• You can track the refund status from the 'My Bookings' section of your account.
• For enquiries: contact EazyRent support at info@eazyrent.ps with your booking number.
08
Regardless of cancellation timing, refunds do not cover the following:
• Platform service fee: fees charged for facilitating the booking via EazyRent.
• Consumed add-on services: such as delivery and collection if they have already been carried out.
• Consequential losses: any contingency costs incurred by the customer for alternative car hire or transport.
• Multiple modification fees: processing fees for the third and subsequent modifications to the same booking.
• Closed booking amounts: bookings that have been fully executed with no issue reported within 24 hours of completion.
In all cases, the deposit amount is fully refunded unless there is documented vehicle damage.
09
In the following cases, a flexible cancellation policy may be applied regardless of the usual time frame:
Exceptional circumstances include:
• Natural or environmental disasters (floods, storms, earthquakes).
• Security situations or government announcements restricting movement.
• Death or serious documented illness of the renter or a household family member.
• Vehicle breakdowns before delivery for which the customer bears no responsibility.
Claims procedure:
1. Contact EazyRent support within 48 hours of the incident.
2. Submit supporting documents (medical report, official report, etc.).
3. Our team will review the request and respond within 3 business days.
Decisions in these cases are discretionary and take into account the circumstances of each case individually.
10
Some rental offices may require a security deposit to secure the booking, which is clearly displayed on the booking details page before completion.
Deposit refund conditions:
✅ Fully refunded in the following cases:
• Cancellation regardless of timing (even less than 24 hours or No-Show).
• Vehicle returned on time and in the same condition as when collected.
• Booking period ends normally without any damage.
❌ Deductions may be made from the deposit:
• Repair costs for damage to the vehicle during the rental period.
• Exceptional cleaning if the vehicle is returned in a very poor condition.
• Late return fees (one additional hour or more).
Vehicle condition should be documented with photos at collection and return to protect both parties' rights.
11
For any enquiry about cancellation, refunds, or modifications:
• Email: info@eazyrent.ps
• Address: Ramallah, Palestine
• Support hours: Sunday–Thursday, 9am–6pm
Please include the following in your message:
1. Booking number (starts with #).
2. Renter's name and registered email address.
3. Reason for the cancellation or refund request.
4. Any supporting documents if available.
We aim to respond to all cancellation enquiries within 24 business hours. In the event of a dispute between the customer and the renter, EazyRent intervenes as a neutral mediator to find a fair resolution.
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