TosDrive

Cancellation & Refund Policy

Last updated: [2025-11-28]

This Cancellation & Refund Policy outlines the rules and conditions related to cancellations, refunds, and trip adjustments on the TosDrive platform. These terms are designed to protect both customers and hosts while ensuring a fair and transparent rental process.

1. Cancellation Rules

1.1 Free Cancellation

Customers may cancel their booking for free if the cancellation is made more than 24 hours before the scheduled trip start time.

1.2 Late Cancellation (<24 Hours)

If the cancellation is made less than 24 hours before the trip start time, the customer will be charged one (1) full rental day as a cancellation fee.

2. Refund Eligibility

Refunds are not guaranteed and will only be issued under specific conditions outlined below.

2.1 Breakdown or Accident

A refund may be issued only if:

  • The vehicle breaks down, OR
  • The vehicle is involved in an accident, AND
  • The host cannot repair the car in time, AND/OR
  • The host cannot provide an acceptable replacement car

In such cases:

  • Only the unused rental days will be refunded.

2.2 Host Unable to Fulfill the Booking

A refund will be issued when:

  • The host cannot deliver the car at the scheduled start time
  • The vehicle does not meet expected or required condition
  • The host cannot fix or replace the car in time

Refund is limited to remaining unused rental days.

3. Host Approval Requirement

Most refunds require host approval, except when the host fails to deliver a working or acceptable vehicle. TosDrive may intervene in unresolved disputes.

4. Customer Responsibilities

4.1 Immediate Reporting

Customers must report breakdowns or accident-related issues immediately through:

  • The TosDrive app, or
  • Calling the host directly

4.2 Provide Evidence

The customer must provide:

  • Photos or videos of the issue
  • A detailed description
  • Time and location of the incident
  • Any supporting proof (warning lights, unusual sounds, etc.)

4.3 Allow Host Response

The customer must allow the host to:

  • Inspect the vehicle
  • Attempt to fix the issue
  • Provide a replacement vehicle (if available)

Failure to follow these steps may result in ineligibility for a refund.

5. Non-Refundable Situations

Refunds will not be issued in the following situations:

  • Customer changes their mind
  • Incorrect booking (dates, times, or car selection)
  • Customer fails to provide the required documents (ID, driver’s license)
  • Violation of TosDrive or host policies
  • Host can repair or replace the vehicle in time
  • Rental days already used are non-refundable

6. Refund Processing Time

  • Approved refunds will be processed within 5–7 business days, depending on the payment method.
  • A $100 security hold for miscellaneous charges will be released within 24 hours after the trip if no violations or extra fees apply.

7. Additional Fees & Deductions

The final refundable amount may be adjusted for host or platform fees, including:

  • Washing or cleaning fees
  • Odometer discrepancies
  • Late return fees (over 1 hour; set by the host)
  • Smoking penalties
  • Damage-related charges

8. Trip Extensions

Trip extensions:

  • Are only allowed with host approval
  • Once approved and paid, no refund will be issued for extension fees

9. Policy Updates

TosDrive reserves the right to update or revise this policy at any time. Changes will be published on the TosDrive website and communicated when necessary.