Last revised: January 18, 2022
Guests may cancel their trip on all qualifying refundable bookings by emailing firstname.lastname@example.org and the cancellation will be effective immediately. Whether the guest received a full refund, a partial refund, or receives no refund depends on the circumstances. The total amount refunded will depend on when the guest cancels the trip, the length of the trip, and the trip type. The cancellation period is based on the vehicle’s time zone.
Full refund: Free cancellation period and cancellation for cleaning/disinfection concerns
Free cancellation period
BOOKING TIME FREE CANCELLATION PERIOD
25 hours or more before trip start Until 24 hours before trip start
Less than 25 hours before trip start 1 hour after booking
Guests may cancel free of charge up to 24 hours before their trip starts. Guests who book within 24 hours of their trip have one hour after booking to cancel for free. If a guest wants to cancel a booked trip, we encourage them to notify their host or Aqui Coqui as soon as possible via Aqui Coqui messaging or email email@example.com
If a guest requests a trip modification and the host accepts, that modification does not reset the free cancellation period for the trip. It remains tied to the original booking time.
Cancellation for cleaning/disinfection concerns
Guests may cancel free of charge and receive a full refund if, upon inspecting the vehicle at trip start, they have concerns that it hasn’t been cleaned and disinfected. Guests are only eligible for a full refund if they: do not accept the vehicle, do not check in for the trip, and immediately contact Customer Support to report the issue.
Partial refund: Cancellations outside the free period and guest no-shows
Cancellations outside the free period
If a guest wants to cancel a booked trip, we encourage them to notify the host via Aqui Coqui messaging or firstname.lastname@example.org as soon as possible. We’ll issue a partial refund to guests who cancel in this manner and do not fall within the free cancellation period. For canceled trips that are longer than two days, we’ll refund the guest their full amount minus one day’s trip cost. For canceled trips that are two days or shorter, we’ll refund the guest their full amount minus 50% of one day’s trip cost. Trip cost includes the trip price and trip fee. We always refund the guest the cost of their protection plan as well as the full amount paid for any Extras, young driver fee, and half of the delivery fee.
TRIP LENGTH REFUND AMOUNT
More than 2 days Full amount refunded minus 50$ delivery fee.
2 days or less Full amount refunded minus 1 day’s average trip cost + 50$ delivery fee
If a guest fails to cancel and doesn’t show up for the trip within 30 minutes of the trip’s scheduled start time, it’s a guest no-show. A guest who shows up to a trip with no license, with an invalid license, or who sends their additional driver in their place is also a guest no-show. Aqui Coqui or the host will cancel guest no-show trips, and we’ll issue the guest a refund depending on the circumstances. For no-show trips that are longer than two days, we’ll refund the guest their full amount minus two days’ average trip cost. For no-show trips that are two days or shorter, no refund will be issued. Aqui Coqui or Host cancelation will issue a full refund to the client. Trip cost includes the trip price and trip fee.
Exceptions to the guest refund amounts for cancellations outside the free period and for no-shows may apply in the event of a flight delay, flight cancellation, lost baggage issue.
No refund: Early returns
There are no credits/refunds issued for early returns except when the guest has submitted a trip modification request to shorten their trip to email@example.com and modification has been approved.
Guest trips canceled by host, host no-shows, and trips canceled by Aqui Coqui
Guest trips canceled by host and host no-shows
On occasion, a host might cancel a guest’s trip or fail to show up at trip start. If a host cancels a guest’s trip or has not canceled and doesn’t show up for the trip within 30 minutes of the scheduled start time, it’s a host no-show, and the guest will receive a full refund. Funds from the canceled or no-show trip will be available for 24 hours after the cancellation to be used to rebook a trip. After 24 hours, we’ll automatically issue a full refund. Guests who don’t want to rebook and don’t want to wait 24 hours for Aqui Coqui to issue a refund can follow the instructions in the cancellation email to initiate their refund.
Trips canceled by Aqui Coqui
In some cases, Aqui Coqui’s trust and safety team will cancel a guest’s booked trip. If that were to happen, Aqui Coqui will contact the guest and host, and the guest will receive a full refund.
Guest trips impacted by flight delays, flight cancellations, or lost baggage
Flight delays or flight cancellations
If a guest’s flight is delayed or canceled, they must message their host to tell them and to request a trip modification for a new start time. If the host cannot or does not accommodate a new start time and the trip must be canceled, Aqui Coqui will issue the guest a full refund if they’ve message their host and provided documentation. Specifically, guests must notify the host of the flight delay or cancellation at least one hour before the scheduled Aqui Coqui trip start time. They must provide documentation, such as a screenshot from the airline mobile app or website, that shows the flight issue. The guest must notify Aqui Coqui of a flight delay or cancellation within at least 24 hours of the trip’s scheduled start time to be eligible to benefit from this cancellation policy. If the guest’s flight is canceled/delayed more than three days in advance of the trip start time, this policy does not apply.
Lost baggage delays
If the guest experiences a lost baggage delay, Aqui Coqui will issue the guest a full refund if they’ve messaged their host and provided documentation. Specifically, they must notify their host no later 30 minutes after the scheduled trip start time, notify Aqui Coqui of the lost baggage delay within 24 hours, and provide photo evidence of a baggage issue.
If a host wants to cancel a booked trip, we encourage them to notify the guest as soon as possible and notify Aqui Coqui at firstname.lastname@example.org. Then they must process the cancellation through Aqui Coqui at email@example.com. The cancellation is effective immediately, and the guest receives a complete refund.
Host cancellation and host no-shows
Hosts will be subject to a $50* fee if they cancel a trip less than 24 hours before the start of the trip. If they cancel more than 24 hours before the start of the trip, the fee is $25*. After each canceled trip, hosts receive an automated review on their vehicle listing. It mentions the cancellation and how far in advance they canceled the trip. We waive the host fee and review if the guest rebooks a new trip with the same host within 24 hours of the cancellation. Hosts who repeatedly cancel trips may be subject to additional penalties, including removal from the marketplace.
If you’re an All-Star Host at the time of cancellation, we’ll waive the cancellation fee. Hosts will still receive an automated cancellation review on their public profile but can respond to the review to explain why the cancellation was necessary. Cancellations will still impact host performance metrics, so frequent cancellations could result in loss of All-Star status.
If a host fails to cancel and doesn’t show up for the trip within 30 minutes of the trip’s scheduled start time, it’s a host no-show. Hosts who fail to show up for a trip are subject to a $150* fee.
Host trips impacted by guest flight delay, flight cancellation, or lost baggage.
If a guest’s flight is delayed or canceled or they experience a lost baggage delay, they must message their host to inform them and to request a trip modification for a new start time. We expect the host to make a good-faith effort to accommodate a new trip start time. The host must document their attempt to accommodate a new trip start time and submit to Aqui Coqui at firstname.lastname@example.org If the host cannot or does not accommodate a new start time and the trip must be canceled, the host will not receive any host earnings for the trip.