Cancellations

How to cancel a booking

Go to the Rentals tab in the app, find the booking, and tap Cancel. The customer is notified right away.

⚠️ Cancellations are recorded and may affect your account health and customer trust. Cancel early whenever possible.

Booking types you may receive

• Pay part amount — customer pays a portion online; the rental is initially confirmed.
• Pay full amount — customer pays the full rental online; the rental is initially confirmed.
• Pay at pickup — no online rental charge; you receive a request to accept or decline. Respond before the deadline or the request may be cancelled automatically.

When you cancel

Customers who paid online receive a full refund (100%) if you cancel before the rental starts. Timing still matters for your agency balance:

• If there are at least 24 hours between booking and start: cancelling by 24 hours before start avoids a delayed-cancellation fee.
• If the booking was made less than 24 hours before start: the “on-time” window ends halfway between booking time and start.
• If you cancel after that window but before start, a delayed-cancellation fee equal to the 10% platform fee may be charged to your McRental balance, and the customer is still fully refunded.

After the rental has started (or delivery is in progress), cancellations follow platform processing and are generally not treated as a standard pre-start refund case.

When the customer cancels

• Inside the full-refund window: online payments (part or full) are refunded 100% to the customer.
• After the window, pay part amount: the online partial payment is not refunded.
• After the window, pay full amount: the customer receives a 90% refund (10% non-refundable).
• Pay at pickup: nothing was charged online; the booking is simply cancelled.