Cancelling a booking as a renter
If your plans change after sending a booking request, you can cancel it yourself from your account at any time before pickup.
This page covers cancelling a booking yourself. If the gear owner declines your request instead of accepting it, you don't need to do anything: you're automatically refunded in full. See Understanding cancellation fees for how that works.
Steps to cancel
- Go to My bookings in your account.
- Select the booking you want to cancel.
- Select Cancel booking.
- Review the refund amount shown on screen. This reflects how much notice you're giving before pickup.
- Confirm the cancellation.
- You'll get an email confirming the cancellation and the refund amount.
What gets refunded
The security deposit is always refunded in full, however soon you cancel. The rental price and community fee depend on timing:
| When you cancel | Rental price | Community fee |
|---|---|---|
| Within 2 hours of sending your booking request | 100% | 100% |
| More than 48 hours before pickup | 100% | Not refunded |
| 24 to 48 hours before pickup | 50% | Not refunded |
| Less than 24 hours before pickup | Not refunded | Not refunded |
The 2-hour window applies no matter how soon your pickup is, even for same-day bookings, and overrides every other tier. See Understanding cancellation fees for the full breakdown of why each tier works this way.
How long the refund takes
Refunds within the 2-hour grace period, or given more than 48 hours before pickup, are processed immediately. Refunds within 48 hours of pickup are usually processed within the hour, since part of the payment also needs to go to the gear owner.
If you need to cancel because of the owner
If you need to cancel because the gear owner is unresponsive, or something about the listing turns out to be inaccurate, contact support@gearlend.com.au before cancelling. The team can look into it, and this may affect the refund you're entitled to. See Reporting an issue for what to include.