Owner trip cancellation policy

On Rentalo, confirming a booking is a formal commitment between the owner and the driver. Cancellations by owners hurt the user experience and the platform's reputation, and create significant operating costs.

For this reason, cancellations by owners are strictly regulated and limited to proven cases of force majeure.

Valid reasons for cancellation

Cancellations will only be accepted when there are verifiable reasons of force majeure, supported by valid documentary and visual evidence. These include:

• Traffic accident: with a police report and photos of the incident.
• Total or partial theft of the vehicle: with an official report.
• Serious mechanical breakdown: with a diagnosis from a certified repair shop (stamped and signed).
• Extreme weather event: that prevents the safe use of the vehicle, with official evidence.

Accepted evidence

Each reason must be supported by valid evidence, such as:

• Clear photos.
• Stamped official documents.
• Certified communications from public bodies or insurers.

Rentalo reserves the right to verify the authenticity of the documents sent and to ask for clarification.

High-demand dates

During special dates (e.g. Holy Week, Christmas, New Year, long holiday weekends, the month of December), cancelling bookings is considered a serious offense because of its high impact on operations and the customer experience. The penalty for a serious offense will apply.

Additional considerations

• Every cancellation will be audited by Rentalo to verify that the reason is legitimate.
• Rentalo reserves the right to change these penalties depending on the owner's history and the impact caused.
• Valid cancellations will not affect the owner's profile if all requirements and documents are met.
• Penalties may be deducted automatically from the owner's available balance.
• Repeated cancellations without a valid reason may lead to the profile being deactivated.

Cancellation by Rentalo

In some cases, Rentalo may need to cancel a trip after it has been booked to protect our users against fraud or for trust and safety reasons. Rentalo will notify both owners and drivers if it has to cancel a trip. When Rentalo cancels a trip, drivers receive a full refund and owners are generally not eligible for earnings.

Please note that in exceptional circumstances Rentalo reserves the right to allow certain cancellations without any penalty for the driver or the owner. These circumstances are at Rentalo's sole discretion and are meant to protect the interests of drivers and owners.