Notice — Platform is not responsible for payments
EazyRent is a booking intermediary only. All financial transactions take place directly between the customer and the rental office. The earlier you cancel, the lower the cancellation fee retained by the office.
01
EazyRent's Cancellation Policy sets out the terms and rules for cancelling car bookings and the related procedures.
⚠️ Important — Platform's Role in Financial Matters:
EazyRent is an intermediary platform that connects customers with car rental offices. The platform does not handle payments and bears no financial responsibility towards any party. All financial transactions — including rental fees, security deposits, and any refunds — take place directly between the customer and the rental office.
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 agreed directly between the customer and the renter prevail.
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 table below sets out the recommended timeframe for determining cancellation fees. These are guidelines that registered renters on the platform commit to; the actual amounts are settled directly between the customer and the rental office.
🟢 Cancellation 72 hours or more before booking start:
→ No cancellation fee — the customer is entitled to a full return of any amount paid to the office.
🟡 Cancellation between 24 and 72 hours before booking start:
→ Cancellation fee of 50% of the booking value, retained by the office.
🔴 Cancellation less than 24 hours before booking start:
→ Full cancellation fee — no refund of the amount paid to the office (except the security deposit).
Note: each rental office may apply more flexible terms. Check the booking page for the specific office's conditions.
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
Since EazyRent does not collect payments, any refund takes place directly between you and the rental office.
How to get your money back after cancellation:
1. Cancel the booking through the platform to officially record the cancellation and its timestamp.
2. Contact the rental office directly, referencing your booking number and the recorded cancellation time.
3. The office is committed to returning the applicable amount according to the timeframe set out in the previous section.
4. It is recommended to document all communication (messages, receipts) to protect your rights.
Security deposit:
• Fully refunded on cancellation regardless of timing, as long as the vehicle was never collected.
• Refunded when the vehicle is returned in good condition on time.
• Deductions may apply for damage or late return.
If the office refuses to return the applicable amount:
Contact EazyRent support at info@eazyrent.ps with your booking number and cancellation record, and we will step in as a neutral mediator.
08
Regardless of cancellation timing, the following are not refundable:
• Consumed add-on services: such as vehicle delivery or collection if already carried out before cancellation.
• Consequential losses: any costs incurred by the customer as a result of the cancellation (such as alternative car hire or extra transport) — neither EazyRent nor the rental office bear responsibility for these.
• Completed booking amounts: bookings that have been fully executed with no issue reported within 24 hours of completion.
In all cases, the security deposit 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.
We're here to help
Want to cancel your booking?
Contact us and we'll assist you as quickly as possible.
