Cancellation and Refund Policy

Before the owner accepts

Nothing has been charged, so a renter can withdraw a request at any point and an owner can decline one. No money moves and there is nothing to refund.

After acceptance, before payment

The dates are held for you but no payment has been taken. Either person can still cancel at no cost.

After payment, before pickup

The renter has paid and Rentrio is holding the money. What comes back depends on the policy the owner chose for that listing, which is shown on the listing page and on the booking screen before you pay:

• Flexible. Full refund if cancelled at least 24 hours before pickup.
• Moderate. Full refund if cancelled at least 3 days before pickup.
• Strict. Full refund if cancelled at least 7 days before pickup.

If the owner cancels after payment, the renter is refunded in full regardless of which policy the listing uses. An owner who cancels repeatedly after taking a booking will have their account looked at.

After pickup

Once the item has changed hands the rental has happened and it cannot be cancelled. If something is wrong with the item, report a problem instead — that puts the payout on hold while it is looked at.

How refunds are paid

Refunds go back to the card that was charged, through Stripe. Your bank decides how long it takes to appear, usually a few business days. We do not refund to a different card or by any other route.

If nobody turns up

If an owner does not appear for the handover, the renter should report it rather than waiting. If a renter does not appear, the owner should do the same. Both cases are handled by an administrator looking at the booking and the messages.