Refund Policy
Last revised: January 18, 2022
Guest cancellation
Guests may cancel their trip on all qualifying refundable bookings by emailing customerservice@aquicoquicarsharing.com 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.
We understand that plans can change, and we’ve designed our cancellation policy with flexibility in mind. Here are the specifics:
Free Cancellation: If you cancel your reservation more than 48 hours before the scheduled pick-up time, you will not be charged any cancellation fee.
Late Cancellation: If you cancel your reservation within 48 hours of the scheduled pick-up time, a cancellation fee of 25% of the total reservation amount will be applied. This helps cover the costs of reserving and preparing the vehicle for you.
Same-Day Bookings: For reservations made on the same day, we offer a grace period of 1 hour after the reservation time for free cancellations. If you cancel more than 1 hour after making a same-day reservation, a cancellation fee of 25% of the total reservation amount will be applied.
We encourage our customers to inform us as soon as possible if there’s a change in your plans. This helps us manage our vehicle inventory more effectively, ensuring we can provide the best service for all customers. We appreciate your understanding and cooperation with our cancellation policy.
Failure to Make Initial Payment: If the initial payment is not made during the booking process, we cannot guarantee your reservation. The vehicle may be made available to other customers.
No refund: Early returns
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 aquicoquicarrental@gmail.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.
Host cancellation
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 aquicoquicarrental@gmail.com. Then they must process the cancellation through Aqui Coqui at aquicoquicarrental@gmail.com. The cancellation is effective immediately, and the guest receives a complete refund.
Host cancellation and host no-shows
Host cancellations
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.
All-Star Hosts
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.
Host no-shows
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 customerservice@aquicoquicarsharing.com 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.