Cancellation Terms & Policies

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.

Cancel up to 24 hours before the pick-up time:

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

Cancel within 24 hours from the pick-up time:

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.

Host No Show:

If the host fails to cancel and doesn't show up for the trip within 2 hours of the scheduled pick-up time, then it’s a Host No Show. The host will be subject to a cancellation penalty equal to 100% of the Total Booking Amount including the community fee. The Host/Renter is entitled/encouraged to another schedule for the remaining days if any.

General Policies

Early Returns:

There are no credits/refunds issued for early returns except when the renter has submitted a trip modification request to shorten their trip and the owner has accepted through the EagleShare website, as defined in EagleShare Terms of Service.

Trips impacted by flight delays or cancellations:

If a renter’s flight is delayed or canceled, they must provide proof/documentation (such as a screenshot from the airline mobile app or website, that shows the flight issue) and inform their host and request a trip modification for a new start time. If the host cannot accommodate a new start time and the trip must be canceled. EagleShare will issue the renter a refund in Travel Credit. In the event, the host makes a good faith attempt to reschedule the trip, but both renter and host are unable to agree on a satisfactory trip modification and the trip must be canceled, then EagleShare will treat it as a Renter No Show, and the renter will be subjected to the cancellation fee.