Refund and Returns Policy
Guest cancellation
If a visitor wishes to cancel a planned trip, we recommend that they tell their host as soon as possible via message and complete the cancellation using the Ovrseezdrive website or mobile application. The cancelation is effective immediately. The factors that determine whether the visitor receives a full refund, a partial refund, or no refund include when the passenger cancels the trip, the length of the trip, and the trip type. The cancelation period depends on the vehicle’s time zone.
Full refund
Free cancellation period
If a guest cancels during the free cancellation period or for cleaning or safety reasons, they will get a full refund.
The free cancellation period is determined on the booking time. Guests may cancel free of charge up to 24 hours before the commencement of their planned trip. Guests who book within 24 hours of the trip’s scheduled start time have one hour to cancel for free. Guests who book a non-refundable vacation have a 24-hour grace period to cancel without penalty.
Trip modifications
If a passenger requests a trip change and it is accepted, the alteration does not reset the trip’s free cancellation period. It is still related to the original booking time.
Cancellation due to cleaning or safety concerns
Guests can cancel for free and receive a full refund if they check the car at the start of their journey and find it unclean or hazardous. To receive a full refund, guests must not accept the car, do not check in for the trip, and report the issue to Customer Support promptly.
Partial refund
Guests receive a partial refund if a cancellation occurs outside the free cancellation period or a guest no-shows for a trip.
Cancellations outside the free period
We’ll issue a partial refund to guests who do not fall within the free cancellation period but notify the host and successfully cancel the trip.
- For canceled trips that are longer than two days, we’ll refund the guest the trip price and trip fee minus the average of one day’s cost.
- For canceled trips that are two days or shorter, we’ll refund the guest the trip price and trip fee minus half the average of one day’s cost.
We’ll refund guests the protection plan, any Extras, any security deposit, and any young driver fee in full and half of any delivery fee.
Guest no-show
If a guest fails to cancel and doesn’t show up for the trip within 30 minutes of the trip’s scheduled start time for trips, or if the photos or information provided by a guest fail to sufficiently allow for verification of the guest or their license during check-in, 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 or another individual in their place is also a guest no-show. Ovrseezdrive or the host will cancel guest no-show trips, and we’ll issue the guest a partial refund.
- For no-show trips that are longer than two days, we’ll refund the guest their trip price and trip fee minus the average of two days’ cost, the protection plan, any security deposit, any Extras, any young driver fee, and half of any delivery fee.
- For no-show trips that are two days or shorter, we’ll refund the guest their trip price and trip fee minus the average of 75% of one day’s cost, the protection plan, any security deposit, any Extras, any young driver fee, and half of any delivery fee.
No refund
Early returns
There are no credits/refunds issued for early returns except when the guest has submitted a trip modification request through the Ovrseezdrive website to shorten their trip and the request is approved.
Non-refundable trips
There are no credits/refunds issued for non-refundable trips cancelled after the 24-hour grace period.
Guest trips canceled by host, host no-shows, and trips canceled by Ovrseezdrive
Guest trips canceled by host and host no-shows
If a host cancels a guest’s trip or is a no-show — that is, hasn’t canceled and doesn’t show up within within 30 minutes of the scheduled trip start — Ovrseezdrive will refund the guest in full. Funds from the canceled or no-show trip will be available for 24 hours after the cancellation so a guest can rebook their trip. If the funds remain unused after 24 hours, we’ll automatically issue a full refund.
Trips canceled by Ovrseezdrive
In some cases, Ovrseezdrive’s trust and safety team will cancel a guest’s booked trip. Ovrseezdrive will contact the guest and host, and issue the guest a full refund.
Guest trips impacted by flight or train delays or cancellation or lost baggage
If a guest’s flight or train is delayed or canceled, or if a guest experiences an issue with their baggage upon arrival, 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, Ovrseezdrive will issue the guest a full refund if they’ve messaged their host and provided documentation. Specifically, guests must notify the host of the flight or train delay or cancellation at least one hour before the scheduled Ovrseezdrive trip start time. If the guest experiences an issue with their baggage upon arrival, they need to report the issue to their host as soon as possible and determine if the host can still accommodate the trip, whether through a modification of the trip start time or within the existing vehicle pick up window. They must provide documentation, such as a screenshot from the airline or train carrier mobile app or website or a photo of the departure board showing the delay or cancellation, that shows the issue. The guest must notify Ovrseezdrive of a flight or train 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 or train is canceled/delayed more than three days in advance of the trip start time, this policy does not apply.
Host cancellation
If a host wants to cancel a booked trip, we encourage them to notify the guest as soon as possible. Then they must process the cancellation through the Ovrseezdrive website. The cancellation is effective immediately, and the guest receives a complete refund.
Host trips canceled by guests, guest no-shows, and trips canceled by Ovrseezdrive
Trips canceled by guests outside the free cancellation period
If a guest cancels a trip more than two days in length, hosts receive their share of one full day’s average trip price (based on host’s chosen protection plan) and half of any delivery fee.
If a guest cancels a trip two days or less in length, hosts receive their share of half of one full day’s average trip price (based on host’s chosen protection plan) and half of any delivery fee.
Host’s share of Extras and half of any delivery fee are always refunded to the guest if the guest fails to show up for the trip.
Non-refundable trips
If a guest cancels a non-refundable trip outside the 24-hour grace period, hosts receive their earnings less Ovrseezdrive fees.
Guest no-shows
If a guest no-shows for a trip more than two days in length, hosts receive their share of two full day’s average trip price (based on host’s chosen protection plan) and half of any delivery fee.
If a guest no-shows for a trip two days or less in length, hosts receive their share of 75% of one day’s average trip price (based on host’s chosen protection plan) and half of any delivery fee.
Host’s share of Extras and half of any delivery fee are always refunded to the guest if the guest fails to show up for the trip.
Guest no-shows are: if a guest fails to cancel and doesn’t show up for the trip within two hours of the trip’s scheduled start time for trips starting in the United States or within 30 minutes of the trip’s scheduled start time for trips starting outside the United States; or a guest shows up to a trip with no license, with an invalid license, or who sends their additional driver in their place.
Conditions
Hosts must report all no-shows within 72 hours of the trip start. If a guest tells us that they didn’t show up and you didn’t report the no-show to us, we won’t issue you earnings for that trip. We may also charge a fee.
Trips canceled by Ovrseezdrive
If Ovrseezdrive cancels a trip more than two days in length, hosts receive one day’s average trip price (based on host’s chosen protection plan) and half of any delivery fee.
If Ovrseezdrive cancels a trip two days or less in length, hosts receive half of one day’s average trip price (based on host’s chosen protection plan) and half of any delivery fee.
Host’s share of Extras and half of any delivery fee are always refunded if the guest fails to show up for the trip.
When Ovrseezdrive must cancel a trip less than 24 hours before trip start, the host will be paid based on the trip length, as described above. If the Ovrseezdrive cancellation is made more than 24 hours before the trip start or within one hour of booking for trips that were booked less than 25 hours before trip start, the host will not be eligible for earnings.
