Cancellation Policy
Last updated: June 1, 2024
At AutoGo, we understand that plans can change. This Cancellation Policy is designed to provide flexibility for customers while protecting vehicle owners, rental partners, and the AutoGo marketplace.
1. Customer Cancellation Policy
Free Cancellation
More than 48 hours before pickup
- 100% refund of rental fees
- 100% refund of security deposit
- AutoGo service fees refunded at discretion
Standard Cancellation
24–48 hours before pickup
- 75% refund of rental charges
- 100% refund of security deposit
- AutoGo service fees are non-refundable
Late Cancellation
Less than 24 hours before pickup
- 50% refund of rental charges
- 100% refund of security deposit
- Service fees are non-refundable
No-Show Policy
Fail to arrive within 60 minutes of pickup
- No refund of rental charges
- Security deposit refunded if no damages
- Service fees are non-refundable
2. Host Cancellation Policy
Hosts are expected to honor confirmed bookings.
More Than 24 Hours Before Pickup
Customer receives:
- Full refund
- Option to book alternative vehicle
Host consequences:
- Warning recorded
- Performance metrics affected
Less Than 24 Hours Before Pickup
Customer receives:
- Full refund
- AutoGo credit voucher
- Replacement vehicle assistance
Host consequences:
- Financial penalty
- Lower search ranking
- Possible temporary suspension
3. Chauffeured Rental Cancellations
For rentals that include a professional driver:
| Scenario | Refund |
|---|---|
| More than 24 hours | Full refund of chauffeur fees |
| Less than 24 hours | 50% chauffeur fee retained |
| No Show | 100% chauffeur fee charged |
4. Airport Pickup Cancellations
Airport transfer bookings:
| Scenario | Refund |
|---|---|
| More than 24 hours | Full refund |
| Less than 24 hours | Airport service fee retained |
| No Show | Airport + driver fee retained |
5. Vehicle Delivery Cancellations
If a host has already dispatched a vehicle for delivery, the customer may be charged the delivery fee and applicable travel expenses. These charges will be displayed before cancellation is confirmed.
6. Long-Term Rental Cancellations
For rentals exceeding 30 days:
- Before rental start: Full refund if cancelled 7 days before pickup
- After rental start: Unused rental days may be refunded subject to host approval and applicable fees
7. Refund Processing
Approved refunds are processed through the original payment method.
| Method | Processing Time |
|---|---|
| AutoGo Wallet | Instant |
| M-Pesa | Up to 24 hours |
| Airtel Money | Up to 24 hours |
| Cards | 3–10 business days |
| Bank Transfers | 3–7 business days |
8. Security Deposit Refunds
Security deposits are refunded after vehicle inspection is completed, no outstanding fees exist, and no damage claims are pending. Typical release time: 24–72 hours after trip completion.
9. Force Majeure
AutoGo may waive cancellation penalties in exceptional circumstances including natural disasters, government travel restrictions, severe medical emergencies, security threats, and major transportation disruptions. Supporting documentation may be required.
10. AutoGo Cancellation Protection
- AutoGo reserves the right to issue credits instead of cash refunds where permitted by law.
- We will assist customers in finding alternative vehicles.
- Refund amounts may be adjusted in cases of fraud, abuse, or policy violations.
11. Dispute Resolution
If a customer or host disputes a cancellation charge, a dispute may be submitted through the AutoGo Help Center. AutoGo will review booking records, communication logs, payment history, and supporting documents. AutoGo's decision shall be final unless otherwise required by applicable law.
12. Customer-Friendly Promise
AutoGo strives to balance flexibility for customers and fairness for hosts. We encourage both parties to communicate promptly whenever plans change to avoid unnecessary fees and disruptions.