Last revised: Mar 16, 2021
Cancellation Responsibility with the Renter
If a renter wants to cancel a booked trip, we encourage them to notify their host as soon as possible via EagleShare messaging and to process the cancellation themselves through their User Dashboard, finding the specific trip they wish to cancel, and then clicking on "CANCEL TRIP" within the trip details page.
Whether the renters receive a full refund, a partial refund, or no refund depends on the below circumstances:
- when they cancel the trip
- what refund method they choose
The following terms will always apply:
- any cancellation fee is paid by the renter
- the cancellation period/time is based on the vehicle’s time zone.
- the community fee is not refundable when choosing to refund back to the Original Payment Source.
Renters may cancel the trip up to 24 hours before the pick-up time free of charge—depending on the refund method chosen. If the renter chooses for their refund in travel credit, we’ll refund the renter their full paid amount; if they choose for their refund back to their original payment source, then 100% of the community fee will be deducted from the refund amount.
REFUND METHOD |
CANCELLATION FEE ON RENTER |
Travel Credit |
$0 |
Original Payment Source |
100% of the community fee |
Cancel within 24 hours from the pick-up time:
Renters may cancel the trip within 24 hours from the pick-up time with a cancellation fee. The cancellation fee amount will depend on the refund method chosen. If the renter chooses for their refund in travel credit, we’ll refund the renter their full paid amount minus one day's average trip cost and a prorated community fee; if they choose for their refund back to their original payment source, then one day’s average trip cost plus 100% of the community fee will be deducted from the refund amount.
REFUND METHOD |
CANCELLATION FEE ON RENTER |
Travel Credit |
1 day’s average trip cost + prorated community fee |
Original Payment Source |
1 day’s average trip cost + 100% of the community fee |
Cancel after the pick-up time:
Renters may cancel the trip after the pick-up time with a cancellation fee. The cancellation fee amount will depend on the refund method chosen. If the renter chooses for their refund in travel credit, we’ll refund the renter their full paid amount minus the days passed plus one day’s average trip cost and a prorated community fee; if they choose for their refund back to their original payment source, then the days passed plus one day’s average trip cost plus 100% of the community fee will be deducted from the refund amount.
REFUND METHOD |
CANCELLATION FEE ON RENTER |
Travel Credit |
(Days passed + 1) day’s average trip cost + prorated community fee. [Cannot exceed the total booking amount] |
Original Payment Source |
(Days passed + 1) day’s average of trip cost + 100% of the community fee. [Cannot exceed the total booking amount] |
Renter No Show:
NO REFUNDS are issued for Renter No Shows.
If a renter fails to cancel and doesn't show up for the trip within 2 hours of the scheduled pick-up time, then it’s a Renter No Show. The renter and host are entitled/encouraged to work in a good faith to schedule another pick-up time for the remaining days if any.
Cancellation Responsibility with the Host
If a host wants to cancel a booked trip, we encourage them to notify their renter as soon as possible via EagleShare messaging and to process the cancellation themselves through their User Dashboard, finding the specific booking they wish to cancel, and then clicking on "CANCEL BOOKING" within the booking details page.
The host will be subject to a cancellation penalty. The amount of the cancellation penalty depends on the below circumstances.
- when they cancel the trip
- what refund method their renter chooses
The following terms will always apply:
- any cancellation penalty is paid (debited from earnings) by the host
- any cancellation fee is paid by the renter
- the cancellation period/time is based on the vehicle’s time zone.
- the community fee is not refundable when choosing to refund back to the Original Payment Source.
Cancel up to 24 hours before the pick-up time:
The host may cancel the booking up to 24 hours before the pick-up time free of charge—depending on the refund method chosen by the renter. If the renter chooses for their refund in travel credit, then no cancellation penalty will be applied to the host; if the renter chooses for their refund back to their original payment source, then the host will be debited for 100% of the community fee.
REFUND METHOD (renter chooses) |
CANCELLATION PENALTY ON HOST |
Travel Credit |
$0 |
Original Payment Source |
100% of the community fee |
The host may cancel the booking within 24 hours from the pick-up time. The amount of the host’s cancellation penalty depends on the refund method that the renter chooses. If the renter chooses for their refund in travel credit, then the host will be debited for one day’s average trip cost plus a prorated community fee; if the renter chooses for their refund back to their original payment source, then the host will be debited for one day’s average trip cost plus 100% of the community fee.
REFUND METHOD (renter chooses) |
CANCELLATION PENALTY ON HOST |
Travel Credit |
1 day’s average trip cost + a prorated community fee |
Original Payment Source |
1 day’s average trip cost + 100% of the community fee |
Cancel after the pick-up time:
The host may cancel the trip after the pick-up time. The amount of the host’s cancellation penalty depends on the refund method that the renter chooses. If the renter chooses for their refund in travel credit, the host will be debited for the days passed plus one day’s average trip cost and a prorated community fee; if the renter chooses for their refund back to their original payment source, then the host will be debited for the days passed plus one day’s average trip cost and the 100% of the community fee.
REFUND METHOD (renter chooses) |
CANCELLATION PENALTY ON HOST |
Travel Credit |
(Days passed + 1) day’s average trip cost + prorated service fee. Cannot exceed the total booking amount |
Original Payment Source |
(Days passed + 1) day’s average of trip cost + 100% service fees. Cannot exceed the total booking amount. |