carSHAiR Cancellation Policy

Cancellation Policy

Last updated: May 18, 2021

100% Refund

We’ll give you a full refund if you cancel within our free cancellation period!

  • Trips booked 8 or more days in advance, you can cancel 72 hours after you’ve booked your trip.
  • Trips booked within 7 days of the trip start date will have 24 hours after you’ve booked your trip.
  • Trips booked less than 24 hours notice you can cancel for free up to one (1) hour after you’ve booked your trip.

Renters who receive a refund may:

  • Use the funds to rebook another trip with SHAiR
  • Request a refund to your original payment method

If you choose to rebook, your refund amount will be available on SHAiR for 24 hours. If you do not rebook by then, SHAiR will send the funds back to your payment method. Once SHAiR issues the refund, please allow up to 3 – 5 business days for processing.

Exceptions may be made for:

  • Proof of flight delays or cancellation of flight must be in Renter’s name
  • Severe accidents
  • Cleaning and disinfecting
  • Bereavement

50% Refund

If a Renter misses the free cancellation period, the cancellation fee is based on the scheduled trip length. If a Renter cancels a trip that has been modified after the free cancellation period ended, the refund amount will be based on the cancellation policy and the original trip information.

Example: A Renter booked a trip for 5 days at a daily rate of $100, totaling $500. The Renter would only receive 50% of the refund, totaling $250. The Host would receive the other $250, minus a 10% inconvenience fee for SHAiR to process the transaction.

Cancellation For Cleaning

We want our users to feel safe when carsharing. Renters may cancel at no cost and receive a full refund if, upon inspecting the vehicle at pick up, they have concerns that it hasn’t been cleaned and disinfected properly.

Requirements for a full refund:

  • Do not accept the vehicle
  • Do not check-in for the trip
  • Take clear before photos and include timestamps
  • Contact a SHAiR Team Member to report the issue

Renter No-Show

If you need to cancel your trip but are having trouble doing so, contact a SHAiR Team Member immediately and we will be happy to help! If you do not show up for a trip within 60 minutes of when the trip is supposed to begin and haven’t made contact with the Host, and/or haven’t canceled, we consider this a “no-show.” No-shows will be charged for 60% of the total trip cost.

Example: A Renter reserves a car at a daily rate of $100 per day for 5 days and does not pick up the vehicle. The Renter would still be charged $300 for the trip. The Host will receive the $300 minus a 10% inconvenience fee. In this scenario, SHAiR would receive $30 for processing.

It is important when a Renter picks up the car that they bring their valid license. If a Renter has forgotten or has an invalid/expired license, we consider this to be a “no-show” and the same cancellation policy applies.

Host No-Shows

If a Host does not deliver the vehicle within 30 minutes of a confirmed trip and they do not make contact with the Renter, the Renter may be eligible to request a late fee.

Attempts to contact include but are not limited to; responding to a Renter’s message on SHAiR. The Renter must also contact a SHAiR Team Member and we will help the Renter find another car in their area and issue a refund on the previous trip. Refunds may take up to 3-5 days for processing as this depends on the Renter’s financial institution. The HostHost will not receive any income from this trip. If the Host exceeds 30 minutes, the Renter may also request a late fee of $25. The Renter would receive $25 minus a 10% inconvenience fee for SHAiR to process the transaction. This fee will be a credit towards their next trip and has no cash value.

Steps to verify a Host No-Show:

  • Renter must attempt to contact Host through the messaging feature on the app.
  • Renter contacts SHAiR Team Member 30 mins after their trip was scheduled.

Host Cancels A trip

In the unlikely event a Host cancels a trip, use the following guidelines:

  • A Host cancels a trip within 48 hours of the trip start, the Renter will be reimbursed 100% of the fee.
  • A Host cancels a trip within 24 hours, the Renter will be reimbursed 100% of the trip and the Host would be charged an inconvenience fee of 10% on the total trip cost.

Exceptions may be made for:

  • Proof of flight delays or cancellation, the flight must be in Host’s name
  • Maintenance
  • Damages from the previous Renter
  • Cleaning and disinfecting
  • Bereavement

Renters entitled to refund can either:

  • Use the funds to rebook another trip with SHAiR
  • Request a refund to your payment method

If you choose to rebook, your refund amount will be available on SHAiR for 24 hours. If you do not rebook by then, we’ll send the funds back to your payment method. Once the refund has been issued, please allow up to 3 – 5 business days for processing.

Inconvenience Fees

We apologize that you did not experience a smooth trip! If a SHAiR Team Member approves a reimbursement request, the Renter or Host will be charged an additional 20% inconvenience fee. SHAiR will receive 50% (half) of the inconvenience fee for processing and the individual who was inconvenienced will receive the remaining 50%.

Example:

  • A Renter returned a Host’s vehicle without enough fuel. The Host would submit reimbursement for $100 with proper documentation. If SHAiR approves this reimbursement request, a 20% fee will be added to the fuel, totaling $120. The Host would receive the entire fuel amount of $100 plus an additional $10 for the inconvenience. SHAiR would receive the remaining $10 for processing the transaction.