Cancellation & Refund Policy

Each listing on RentalHive is covered by one of three cancellation policies chosen by the Lister. The applicable policy is shown on the listing page and again at checkout before you pay. Please read it carefully before booking.

The Three Policies

Flexible

Full refund — cancelled more than 24 hours before the scheduled pickup time.
No refund — cancelled within 24 hours of pickup, or after pickup has occurred.

Best for: last-minute planners, low-risk items.

Moderate (default)

Full refund — cancelled 5 or more days before pickup.
50% refund — cancelled 1–4 days before pickup.
No refund — cancelled within 24 hours of pickup, or after pickup has occurred.

Best for: most equipment rentals.

Strict

Full refund — cancelled within 48 hours of booking and at least 7 days before pickup.
No refund — any cancellation outside those combined conditions.

Best for: high-value items, specialty equipment, items with limited availability.

Platform Service Fee

The RentalHive service fee is non-refundable once a booking is confirmed, regardless of cancellation policy. This fee covers payment processing, platform infrastructure, and customer support.

The service fee amount is shown clearly on the checkout page before you confirm your booking.

Security Deposits

Where a Lister requires a security deposit:

The deposit is authorized (held) on your payment method when the booking is confirmed — it is not charged.
If no damage claim is submitted within 72 hours of the item being marked returned, the hold is released within 5 business days.
If a damage claim is submitted, the disputed amount may be captured and held pending resolution.
Deposit release timelines depend on your card issuer and may vary.

Lister-Initiated Cancellations

If a Lister cancels a confirmed booking:

The Renter receives a full refund, including the service fee.
Repeat Lister cancellations may result in penalties, reduced search ranking, or account suspension.

Extenuating Circumstances

We may issue full or partial refunds outside the standard policy in cases of documented extenuating circumstances, including:

Death of the Renter, Lister, or an immediate family member.
Serious illness requiring hospitalization (with supporting documentation).
Government-declared emergencies, natural disasters, or travel restrictions that directly prevent fulfilment.
The listed item being materially different from its description upon arrival.

Extenuating circumstance requests must be submitted to support@rentalhive.ca within 48 hours of the scheduled pickup date, with supporting documentation.

How to Cancel a Booking

Log in and go to My Bookings.
Find the booking and click Cancel Booking.
Confirm the cancellation. Your refund (if applicable) will be processed automatically.

Refunds are returned to the original payment method. Processing time is typically 5–10 business days depending on your bank.

Questions?

Contact our support team at support@rentalhive.ca. We aim to respond within 1 business day.