Return and Refund Policy

Cancellation, Refund, and Returns Policy

Last Revised: June 22, 2025

Guests may cancel their reservation by emailing customerservice@aquicoquicarsharing.com. Cancellations are effective immediately upon receipt of the request. Whether a refund is granted, and how much, depends on the timing of the cancellation, the length and nature of the reservation, and other circumstances outlined below. All time references are based on the time zone of the vehicle’s pick-up location.

• Free Cancellation:
  Cancellations made more than 48 hours prior to the scheduled vehicle pick-up time are eligible for a full refund with no penalty.
   
• Late Cancellation:
  Cancellations made within 48 hours of the scheduled vehicle pick-up time will incur a cancellation fee equal to 25% of the total reservation cost.
   
• Same-Day Reservations:
  For same-day bookings, guests have a 1-hour grace period from the time of reservation to cancel without penalty.
  Cancellations made after 1 hour will be subject to a 25% cancellation fee.
   
• Failure to Make Initial Payment:
  Reservations without a completed initial payment will not be confirmed and may be released for booking by other customers.
   

• Early Returns:
  No refunds or credits are provided for early returns unless the guest submits a trip modification request to aquicoquicarrental@gmail.com and it is approved in writing by Aqui Coqui.
   
• No-Shows:
  If a guest fails to appear for their scheduled pick-up within 2 hours of the agreed start time, the reservation will be considered a no-show.
  No refund will be issued.
   

• Host-Initiated Cancellation or Host No-Show:
  If a host cancels a reservation or fails to show up within 30 minutes of the scheduled start time, it is considered a host no-show. The guest is entitled to a full refund.
  Guests may use these funds to rebook for up to 24 hours. If the guest does not rebook, Aqui Coqui will process a full refund automatically after 24 hours.
  Guests who prefer an immediate refund may initiate one via the link in the cancellation email.
   
• Cancellation by Aqui Coqui:
  If a reservation is canceled by Aqui Coqui’s trust and safety team, both the guest and host will be notified. A full refund will be issued to the guest.
   

• Flight Delays or Cancellations:
  Guests must notify their host at least 1 hour before the scheduled reservation start time and request a modification.
  If the host cannot accommodate a new time, Aqui Coqui will issue a full refund, provided the guest supplies documentation (e.g., a screenshot from the airline app).
  Notice and documentation must be submitted within 24 hours of the scheduled trip start time.
  This policy does not apply if the delay/cancellation occurs more than 3 days before the scheduled start.
   
• Lost Baggage:
  Guests must notify their host within 30 minutes after the trip’s scheduled start time and inform Aqui Coqui within 24 hours, providing photo evidence of the baggage issue. A full refund will be issued if the criteria are met.
   

• Cancellation Notice:
  Hosts must notify both the guest and Aqui Coqui of a cancellation by emailing Host@aquicoquicarsharing.com. The cancellation becomes effective immediately, and the guest will receive a full refund.
   
• Host Cancellation Penalties:
   
  • Less than 24 hours before trip start: $50 cancellation fee
     
  • More than 24 hours before trip start: $25 cancellation fee
    Note: An automated cancellation review will be posted to the host’s public profile.
     
• Rebooking Exception:
  If the guest rebooks with the same host within 24 hours, Aqui Coqui may waive the cancellation fee and review.
   
• All-Star Host Exemption:
  Hosts with All-Star status will have cancellation fees waived. However, automated cancellation reviews still apply, and repeated cancellations may result in loss of status.
   
• Host No-Show:
  Hosts who fail to appear within 30 minutes of the scheduled start time without prior cancellation will be considered a no-show and charged a $150 fee.
   
• Cancellation During an Active Trip:
  If a host cancels a reservation during the trip, they will forfeit all earnings related to that trip. If Aqui Coqui cannot provide a replacement vehicle, the guest will receive a full refund.
   

If a guest’s flight is delayed or canceled, or their baggage is lost:

• Hosts are expected to make a good-faith effort to accommodate a revised pick-up time.
   
• All communication attempts must be documented and submitted to customerservice@aquicoquicarsharing.com.
   
• If no accommodation is possible and the trip is canceled, the host will forfeit earnings for that trip.
   

Aqui Coqui reserves the right to issue refunds in the form of store credit at its sole discretion.

• Store credit is non-transferable and issued under the guest’s name.
   
• Store credit may be applied to future rentals and is intended to preserve goodwill in special or uncontrollable circumstances.
   

Please contact customerservice@aquicoquicarsharing.com for refund questions or requests.