Cancellation & Refund Policy
We understand plans change. Our flexible cancellation policy is designed to be fair for both guests and hosts.
Last Updated: January 15, 2025
Quick Summary: Guest Cancellation Refunds
Guest Cancellation Policy
As a guest, you can cancel your booking at any time. The refund amount depends on how far in advance you cancel relative to your scheduled pickup time.
72+ Hours Before Pickup — 100% Refund
- • Full refund of rental cost
- • Full service fee refund if canceling 7+ days before pickup
- • Security deposit authorization released (never charged)
- • No impact on your rental history or future booking privileges
- • Protection plan coverage continues until original pickup time
24-72 Hours Before Pickup — 75% Refund
- • 75% refund of rental cost
- • Service fee non-refundable
- • Protection plan remains active until pickup time
- • Host may offer reschedule option at their discretion
- • Priority rebooking assistance available through support
12-24 Hours Before Pickup — 50% Refund
- • 50% refund of rental cost
- • Service fee and protection plan non-refundable
- • May request host consideration for documented emergency
- • Support team can mediate special circumstances
Less Than 12 Hours Before Pickup — No Refund
- • No refund of rental cost
- • All fees non-refundable
- • May affect future instant booking privileges
- • Exceptions only for documented emergencies with protection plan coverage
- • Host receives full payout minus platform fee
No-Show Policy
- • No refund plus potential account suspension
- • $50 no-show fee may apply
- • Negative impact on renter score
- • Loss of instant book privileges
Host Cancellation Policy
We hold hosts to high standards because guest travel plans depend on confirmed bookings. Host cancellations result in guest protection and host penalties.
When a Host Cancels:
- Guest receives 100% refund including all fees
- Protection plan fee fully refunded
- ItWhip provides $50 travel credit for inconvenience
- Priority assistance finding alternative vehicle
- We may cover price difference for comparable replacement
Host Cancellation Penalties:
Additionally: Negative impact on search ranking and loss of Super Host eligibility for 6 months.
Acceptable Host Cancellation Reasons:
- • Vehicle mechanical issues (documentation required)
- • Emergency safety recalls
- • Documented medical emergency
- • Natural disasters or government orders
- • Previous guest caused disabling damage
- • Accident rendering vehicle unsafe
Refund Processing Timeline
Refunds are processed to your original payment method. Processing times vary by payment type.
Processing Times
- Credit/Debit Cards5-10 business days
- PayPal3-5 business days
- Apple Pay/Google Pay3-5 business days
- ItWhip CreditInstant
- Bank Transfers7-14 business days
Important Notes
- • Refunds go to original payment method only
- • Bank processing times may vary by institution
- • Arizona Transaction Privilege Tax refunded per state law
- • Security deposits are never charged if cancelled before pickup
- • Partial refunds may be issued for documented issues
Trip Modifications
Pro Tip: Before canceling, message your host about rescheduling. Many hosts prefer to modify dates rather than lose the booking entirely, which can help you avoid cancellation penalties.
Modification Options:
- Contact host through messages to request date changes
- Changes may incur price differences but avoid cancellation penalties
- Modification requests subject to vehicle availability
- Must be requested at least 24 hours before original pickup
Other Trip Changes:
- • Time extensions: Subject to availability and additional charges
- • Early returns: Typically non-refundable
- • Location changes: May incur relocation fees
- • Additional drivers: Must be pre-approved ($15/day)
Insurance & Protection Plans
Your protection plan coverage continues even after cancellation until your original pickup time. This is part of your platform protection, not a separate insurance product.
Protection Plan Tiers:
Special Circumstances (May Receive Full Refund):
Covered Circumstances
- • Death or serious illness (documentation required)
- • Natural disasters affecting pickup area
- • Government travel restrictions
- • Vehicle mechanical failure (host's fault)
- • Jury duty or court subpoena
- • Military deployment
- • Documented COVID-19 or contagious illness
Not Covered
- • Change of plans or schedule conflicts
- • Failed verification at pickup
- • Invalid, expired, or suspended license
- • DUI/DWI discovered during verification
- • False information provided
- • Credit card declined at pickup
- • Weather (unless natural disaster declared)
How to Cancel Your Booking
- 1Open the ItWhip app or website and log in to your account
- 2Go to "My Trips" in your dashboard
- 3Select the booking you want to cancel
- 4Click "Modify or Cancel Booking"
- 5Review the refund amount based on timing
- 6Confirm cancellation
- 7Receive instant confirmation with refund timeline
Need Help with a Cancellation?
Our support team is available 7 days a week to help with cancellations, refunds, and trip modifications.
Email Support
info@itwhip.com
Response within 2-4 hours
Business Hours
Monday - Sunday
7:00 AM - 9:00 PM MST
For disputes or appeals, contact support within 7 days of cancellation with documentation. Appeals are reviewed within 10 business days.