Modifying or Canceling a Reservation

You can cancel a reservation (or change the start time or shorten it) at no charge if you cancel more than 2 hours prior to the reservation or before 9am on the reservation date.

If you cancel a reservation within 2 hours before its start time, you will be charged for 50% of the original time booked.

If your reservation is longer than 24 hours, please note that no cancellation fees apply beyond the first 24 hours of a booking.

Although it is always possible to cancel, postpone or shorten a reservation without penalty before 9am (in fact, between 12am and 9am), it is important to take into account that any reserved time that has already lapsed remains billable (for example, if at 8:45am you cancel a reservation that started at 7am, you will still be billed for 1 hour and 45 minutes).

This restriction is intended to prevent members from abusing our already generous policies on modifying or cancelling reservations. Otherwise, it would be possible for members to get around the penalties by:

• shifting the start and end dates/times of a trip to shorten it after the fact, thus avoiding the penalties, or,
• creating very long reservations that you could shorten every day with the sole aim of ensuring the availability of this vehicle by preventing anyone else from reserving it in advance.

For example, at 10 a.m. you cannot cancel a reservation starting at 11 a.m. if you have already modified the start date/time and it originally started before 10 a.m. If you do need to make this change, you must call us for assistance.

However, it will still be possible for you to release the vehicle by clicking “End trip” in the app (or the “L” on the website). You can also extend the trip if availability permits.

See also: What is the difference between cancelling a reservation and ending a trip early?

It refers to the start time that you entered when you first made your reservation, or the earliest-ever start time registered in our system for this trip.

This precision is important because it is not possible to shift the start time of a reservation yourself, to shorten it or to cancel it, once the “original start time” of your reservation has passed. To do this, you must call us.

It is only possible to cancel a reservation if you do it before the scheduled start time. After that time, you can only end the trip early. To cancel an upcoming reservation, open the trip and click “Cancel” in the app or “C” on the website. 

If your reservation has already started, you can release the vehicle early by selecting “End trip” in the app or “R” on the website. Releasing a vehicle means it becomes available again and can be reserved by other members

If you end your trip early, your account will still be charged for the full amount of time reserved at the start of your trip, up to the first 24 hours. After 24 hours, no cancellation fees apply. See Appendix – Penalties and other fees for more information.

This means if return a vehicle several days earlier than expected, it is important to properly end your trip and release the vehicle. Otherwise, you will be responsible for the full cost of the days you reserved.

Whether or not it saves you money, ending your trip early allows other members to use the vehicle and helps optimize availability. For this reason, we strongly encourage you to end your trip once you are finished with the vehicle.

Important to know

If you use an RFID key fob or equivalent to lock the vehicle at the end of your trip, you will have to select “End trip” in the app or “R” on the website to release the vehicle. Otherwise, your reservation will not be shortened.

Using the app to lock the vehicle doors at the end of the trip will end your reservation and release the vehicle. Once you see that your trip has ended successfully in the app, no further action is required.

For more details, see Starting My Trip or Driving, Parking, and Ending a Trip.