Last updated: July 2026
This Cancellation & Refund Policy is set by Faer at the platform level and applies uniformly to bookings across the marketplace. Operators and drivers may not impose their own conflicting cancellation terms on a platform booking. The policy shown to you at checkout is the controlling policy for that booking; this document explains how it works.
For most experiences and rentals you may cancel free of charge up to 24 hours before the start time shown on your booking, and receive a full refund. Cancellations made within 24 hours of the start time are generally non-refundable, because the provider has reserved capacity, staff, or the vehicle for you. Some listings may offer a longer free-cancellation window; where a listing states a more generous window, that window applies.
A fixed-route ride may be cancelled free of charge before a driver has been dispatched or the pickup window has begun. Once a driver is on the way or the pickup window has started, a cancellation may be treated as a no-show. Because a ride hold is authorised rather than charged upfront, an eligible cancellation releases the hold rather than issuing a refund.
If you do not arrive for a confirmed booking, or arrive too late to receive the service, the booking is treated as a no-show and is charged in full. The provider is not obliged to deliver the service or hold capacity beyond a reasonable grace period.
If a provider cancels a confirmed booking, cannot deliver the service as described, or fails to appear, you are entitled to a full refund of the amount you paid for that booking. Where Faer refunds you for a provider-caused cancellation, Faer may recover the affected amount from the provider. Faer is not responsible for the provider’s costs to you beyond the refund of the booking price.
A rental security deposit is authorised or held separately from the rental price and is released after the item is returned, less any documented, disclosed charges permitted by the listing — such as damage beyond fair wear and tear, missing items, fuel, fines, or late return. A deposit may only be applied against substantiated charges; an operator must document the item’s condition at handover and return. Faer may mediate deposit disputes and may reverse improper or unsubstantiated deductions.
Approved refunds are issued to the original payment method through our payment partner, Stripe, and typically appear within the timeframe Stripe and your bank apply. Where a payment was only authorised (held) and not captured, an eligible cancellation releases the hold instead of issuing a refund.
Where a booking cannot proceed because of events outside the reasonable control of you or the provider (for example severe weather that makes an activity unsafe, or a government restriction), Faer will apply this policy fairly, which may include a full refund or the option to reschedule, taking into account the safety decision of the provider.
For questions about a cancellation or refund, contact us at support@ridefaer.com.