Cancellation & Refund Policy

1. Booking Requests, Card Holds, Instant & Last-Minute Booking

Requesting a car

Most cars on Kerbz are booked by request, and the host decides whether to accept. When you request a car:

• Your card is held, not charged. We place a temporary authorization (a “hold”) on your payment method for the booking total shown at checkout. Nothing is charged unless the host accepts.
• The host has a deadline to answer. The host must accept or decline within 24 hours, or by 12 hours before the start of your first day if that is sooner, and always has at least 2 hours. The deadline is shown before you send the request and on your booking. A car can't be requested for a first day that starts less than 14 hours away.
• If the host accepts, the held amount is charged and your booking is confirmed. The refund deadlines in section 2 apply from then on.
• If the host declines, or doesn't answer by the deadline, the request ends, the hold is released, and nothing is charged.
• You can withdraw a request at any time before the host answers. It costs nothing, and the hold is released.

A hold is not a charge. How quickly a released hold disappears from your statement depends on your bank or card issuer; on some debit cards the held amount can show as pending, and be unavailable to spend, for several business days.

Instant booking

A host can let a car be booked instantly, without a request. A booking is instant only when all of these are true:

• the host has turned on instant booking for that car;
• your first day is at least the host's notice period away (3 days, unless the host sets a different period for the car); and
• your profile is approved to rent, with nothing left to complete.

Otherwise, the booking is sent to the host as a request. An instant booking is charged when you confirm it and is booked straight away, and the refund deadlines in section 2 apply from that moment.

Last-minute bookings

A booking is last-minute when it is confirmed less than 48 hours before the start of your first day (midnight at the start of that day, in local time where the car is handed over): when you make an instant booking, or when the host accepts your request. Hosts choose whether to take bookings this close: a car can be booked, at the latest, on the day before your first day, and a request needs your first day to start at least 14 hours away. Same-day bookings are never possible.

• You must be fully approved to rent before you book. Your profile (both sides of your driver's license, a profile photo, a phone number and a payment card) must be complete; a booking or request is refused until it is.
• You are charged in full when the booking is confirmed (when you book instantly, or when the host accepts). If your card can't be charged then, the booking is cancelled; there is no option to pay later.
• You accept the rental waiver of liability when you book, and the host is asked to complete the car safety check straight away.
• Refunds: cancel within 30 minutes of the booking being confirmed and you get back everything except the taxes and fees and the card processing fee. After that there is no refund. There is no 50% refund for a last-minute booking.

2. Renter Cancellation (Vehicle Bookings)

Renters may cancel their vehicle booking through the Platform at any time. (A request the host hasn't answered yet is withdrawn instead, at no cost; see section 1.) The refund amount depends on how far ahead of the booking start time you cancel — the cutoffs are measured backward from when your rental begins, not from when you booked. The earlier you cancel, the more you get back. All cancellation deadlines are counted in the local time where the car is handed over (the track or venue it is delivered to), and your booking shows each deadline with its date, time and time zone.

At a glance:

• 7 or more days before start → 100% refund (minus non-refundable fees*)
• 3 to 6 days before start → 50% refund (half your total, minus non-refundable fees*)
• Less than 3 days before start → no refund

A booking is short-notice when your first day is less than 7 days away, but at least 48 hours away, at the time it is confirmed: when the host accepts your request, or when you make an instant booking. It is last-minute when your first day is less than 48 hours away then (see section 1). The short-notice and last-minute windows below run from that moment.

Full Refund

You are eligible for a full refund (minus non-refundable fees*) if you cancel:

Partial Refund (50%)

You are eligible for a 50% refund if you cancel:

No Refund

No refund will be issued if you cancel:

Driver No-Show

If you do not show up, the host can report a driver no-show by contacting support, provided the host checked in (made the vehicle available). When confirmed, no refund is issued and the host keeps their earnings. Repeated no-shows may result in account suspension.

3. Host Cancellation

Hosts may cancel a booking, but cancellations negatively impact drivers and the Platform. Hosts who cancel frequently may face penalties or removal from the Platform.

Answering Booking Requests

A host must accept or decline each booking request by the deadline shown with the request (see section 1). Declining a request, or letting it lapse, costs the host nothing, and the driver is not charged. Accepting a request confirms the booking: the driver is charged, and the host commits to making the vehicle available as booked. From then on, the rules below apply.

Renter Refund for Host Cancellation

When a host cancels a confirmed booking (including an instant or last-minute booking), the renter receives a full refund of everything they paid (including the taxes and fees and the card processing fee), regardless of when the cancellation occurs. The host — not the renter — bears the cost (the taxes and fees refunded to the renter and the card processing fee), which is deducted from the host's next payout. Before confirming, the host is shown what the cancellation costs them.

Late Cancellation Fee

If a host cancels a confirmed booking less than 3 days (72 hours) before the start of the first day of the rental, counted in local time where the car is handed over, the host is also charged a $150 late cancellation fee, the same as a host no-show. It is deducted from the host's next payout, on top of the refund costs above. The host is shown the fee before confirming the cancellation. It does not apply to declining a request, to a request that lapses, or to a car booking cancelled because an event organizer called off the event or removed the registration.

Safety exception: the late cancellation fee is not charged when the host cancels because the car isn't safe to run (a failed car safety check, or a mechanical problem found while preparing the car). Everything else still applies: the renter is refunded in full, the host bears the refund costs above, and the cancellation counts toward the instant booking limits below.

Instant Booking

Instant booking is off unless the host turns it on for a car, and the host sets how many days' notice an instant booking needs (3 days unless the host sets a different period). A host who turns it on agrees that qualifying bookings are confirmed and charged without the host's review. A host who cancels an instant booking bears the cost exactly as above. If a host cancels two instant bookings of the same car within 12 months, instant booking is switched off for that car. If a host cancels three confirmed bookings (instant or not, including confirmed host no-shows) across all of their cars within 12 months, instant booking is paused on all of their cars; drivers can still send them requests. The pause lifts by itself once fewer than three such cancellations fall within the last 12 months, and the host is told the date.

Bookings for an Event That Is Called Off

If a car was booked for an event and the event's organizer calls off the event, or declines or removes the driver's registration, before the car is picked up, the car booking is cancelled and the driver is refunded in full. This is not a host cancellation: the host is not charged any fees for it, does not receive earnings from that booking, and it does not count against the host. See section 4.

Host Earnings

Host No-Show

If the host does not make the vehicle available, the driver can report a host no-show by contacting support, provided the driver checked in. When confirmed, the driver receives a full refund of everything they paid, and the host is charged a $150 penalty fee plus the refund costs (the taxes and fees refunded to the driver and the card processing fee). Repeated no-shows may result in account suspension or removal from the Platform.

How No-Shows Are Reported

No-shows are reported by the parties, not detected automatically. To report a no-show, contact support — and you must have checked in yourself, which confirms you showed up:

• A driver who checked in and found the host absent can report a host no-show.
• A host who checked in and found the driver absent can report a driver no-show.
• If neither party checks in, the rental is treated as valid — no penalty and no refund.

No-shows must be reported within 3 days of the booking start date.

Host Earnings from Partial Refunds

When a driver receives a partial refund (50%), the host receives the remaining 50% minus a 20% platform fee.

4. Event Registration Cancellation & Cars Rented for an Event

When you register for an event on Kerbz, the cancellation and refund policy is determined by the event organizer, not Kerbz. Please review the event's specific terms before registering. The vehicle-booking refund tiers above — including the 50% partial refund — apply only to car rentals, not to event registrations.

Common Event Cancellation Policies

Each organizer sets their own terms, which may differ entirely from the rental policy. As examples, some organizers choose policies like:

• Flexible: Full refund up to 24-48 hours before event
• Moderate: Full refund 7+ days before; 50% refund 3-6 days before
• Strict: Full refund 14+ days before; no refunds within 14 days
• Non-Refundable: No refunds after registration

Event Cancellation by Organizer

If an event organizer cancels an event, the refund amount is determined by the organizer's cancellation policy, not Kerbz. We do not intervene in organizer-participant refund disputes. Contact the event organizer directly for refund requests.

Kerbz is not responsible for any additional costs you may have incurred (travel, accommodations, etc.). If you rented a car for the event, see “Cars Rented for an Event” below.

Cars Rented for an Event

You can rent a car as part of an event registration. The registration and the car are two separate purchases from two different sellers: the event organizer and the car's host. Each is charged, refunded and paid out separately, under its own terms: the organizer's policy for the registration, and sections 1 to 3 of this policy for the car.

• Checking out. When you sign up and rent in one step, we place the hold for the car first, then complete your registration. If your registration can't be completed, the hold is released and nothing is charged for the car.
• Events you pay for later. If the event lets you pay for your registration later, the car is still charged when its host accepts (or straight away for an instant booking), and the registration is charged on the event's schedule. If a later registration payment fails, your car booking is not changed; we'll tell you, and it stays yours to keep or cancel under section 2.
• Cancelling only the car. You can cancel the car and keep your registration. The car's refund follows section 2, and you will need to bring your own car or rent another.
• Cancelling your registration. When you cancel a registration that has a car, we ask whether to cancel the car too. If you do, the car's refund follows section 2. If you don't, the car booking stays in place.
• If the organizer cancels. If the organizer calls off the event, or declines or removes your registration, a car you rented for it that hasn't been picked up yet is cancelled too. If the host had already accepted it, you are refunded in full, including all fees. If the request was still waiting for the host, it is withdrawn and the hold is released. The organizer's own policy still decides the refund for the registration itself.

Transferring Registration

Some organizers allow you to transfer your registration to another participant instead of cancelling. Check with the event organizer for transfer options.

5. Booking Modifications

The Platform does not currently support modifying a booking in place (changing the date, time, or duration of an existing booking). To make a change:

• Coordinate with the host through the Platform messaging system to discuss availability, or
• Cancel and rebook. Cancelling is subject to the driver cancellation policy above, so your refund depends on how far ahead of the start you cancel.

6. Extenuating Circumstances

Kerbz may provide full refunds outside the standard policy for extenuating circumstances that are unforeseen and beyond your control. These situations are reviewed on a case-by-case basis.

Qualifying Circumstances

• Medical Emergency: Serious illness, injury, or hospitalization of the driver or an immediate family member (documentation required)
• Death: Death of the driver, host, or immediate family member
• Government Travel Restrictions: Travel bans, visa denials, or mandatory evacuations issued after booking
• Natural Disasters: Earthquakes, hurricanes, floods, wildfires affecting the event location or your ability to travel
• Jury Duty/Military Deployment: Mandatory civic or military obligations (documentation required)

Documentation Required

To request a refund under extenuating circumstances, you must provide supporting documentation within 14 days of the cancellation. This may include:

• Medical records or doctor's note
• Death certificate or obituary
• Government travel advisory or evacuation order
• Court summons or military orders

How to Submit a Request

Contact support@kerbz.app with the subject line "Extenuating Circumstances Request" and include your booking details and supporting documentation. Requests are typically reviewed within 5-7 business days.

7. Weather & Force Majeure

Track events and vehicle rentals may be affected by weather conditions or other circumstances beyond anyone's control.

Event Cancellation Due to Weather

If an event is cancelled by the organizer due to unsafe weather conditions (rain, lightning, extreme heat, etc.), the organizer's cancellation policy applies. Most organizers will offer:

• Full refund
• Credit toward a future event
• Transfer to a rescheduled date

Vehicle Booking During Inclement Weather

Vehicle bookings are generally not cancelled due to weather unless the track or event is officially cancelled. If you choose not to attend due to weather concerns, standard cancellation policies apply. If the car was rented for an event and the organizer calls the event off, section 4 applies.

Force Majeure Events

In the event of circumstances beyond reasonable control—including but not limited to natural disasters, pandemics, government actions, wars, terrorism, or widespread infrastructure failures—refunds are handled according to the applicable cancellation policy (the standard vehicle-booking cancellation policy above, or the organizer's policy for events).

Kerbz platform fees remain non-refundable even in force majeure situations, except for a car rented for an event that its organizer calls off (section 4). Kerbz is not liable for any indirect damages, travel costs, or consequential losses resulting from force majeure events.

8. Refund Processing

What Gets Refunded

For most refunds, only the host/organizer portion of your payment is eligible for refund — the taxes and fees on your bill (Kerbz's platform fee and any local taxes) are retained and non-refundable, and for a car rental the card processing fee charged on your payment is retained too. Exception: when a host cancels or no-shows, the driver is refunded in full, including all fees, and the host bears those costs. A car rented for an event is also refunded in full, including all fees, when the organizer calls off the event or declines or removes the registration (section 4).

Refund Method

Refunds are issued to the original payment method used for the booking:

• Credit/Debit Card: Refunded to the same card
• Bank Account (ACH): Refunded to the same bank account
• Apple Pay/Google Pay: Refunded to the linked card

Processing Time

Refunds are initiated within 24-48 hours of cancellation approval. The time for the refund to appear in your account depends on your financial institution.

9. Disputes

If you disagree with a cancellation decision or refund amount, you have the right to dispute it.

How to File a Dispute

1. Contact support@kerbz.app within 30 days of the cancellation
2. Include your booking ID, cancellation details, and reason for dispute
3. Provide any supporting documentation

Dispute Review Process

• Disputes are reviewed within 7-10 business days
• You may be contacted for additional information
• Both parties (driver and host) may be asked to provide their account of events
• Kerbz's decision on disputes is final

Chargebacks

We encourage you to resolve disputes through our support team before initiating a chargeback with your bank. Filing a chargeback without first contacting us may result in:

• Temporary account suspension during investigation
• Delay in resolution
• Permanent account termination for fraudulent chargebacks

10. Kerbz-Initiated Cancellation

Kerbz may cancel bookings in certain circumstances to protect the safety and integrity of the Platform.

Reasons Kerbz May Cancel

• Suspected fraudulent activity
• Violation of Terms of Service
• Safety concerns reported by host or driver
• Vehicle no longer available or safe for use
• Event cancellation or venue closure
• Legal or regulatory requirements

Refunds for Kerbz-Initiated Cancellations

11. Contact Us

If you have questions about this Cancellation Policy or need assistance with a cancellation:

Email: support@kerbz.app
Subject Line: "Cancellation Request" or "Refund Inquiry"

Please include your booking ID and relevant details in your message. Our support team typically responds within 24-48 hours.