Refund & Cancellation Policy

Refund & Cancellation Policy

Last Updated: May 21, 2026 | Effective Date: May 21, 2026 | Version: 1.0

THE SHORT VERSION

• Rental bookings are between you and the rental operator, the operator's cancellation policy, shown at checkout, governs refunds of the rental price and deposit.
• RentalTide platform fees (operator subscriptions, transaction fees) are generally non-refundable except for billing errors or where the law requires.
• Your non-excludable statutory consumer rights always apply and override anything below (Section 7).
• We never charge cancellation terms that defeat a cooling-off right the law gives you.

This policy explains how cancellations, refunds, and chargebacks work across the different things you can pay for on RentalTide. It supplements the Terms of Service, Customer Terms, Provider Terms, and Protection Plan Terms.

1. What This Policy Covers

There are four distinct money flows on the platform, each with different rules:

In all cases, statutory consumer rights (Section 7) prevail.

2. RentalTide Is Platform-Only for Bookings

For rental bookings, RentalTide provides the technology and processes the payment; the operator sets the price, the cancellation policy, and decides booking refunds. RentalTide does not own assets, does not set booking refund terms, and does not adjudicate booking disputes. See Section 4 of the Terms of Service.

3. RentalTide Platform & Subscription Fees (Operators)

• Subscriptions (monthly or annual) are billed in advance and are non-refundable except (a) for a genuine billing error, (b) where required by law, or (c) as expressly stated in a written order or the SLA.
• Cancellation: You may cancel at any time. Monthly plans stop at the end of the current period; annual plans run to the end of the paid term unless the law requires otherwise. No new charges are made after cancellation.
• Transaction/processing fees already incurred on completed transactions are non-refundable, as the underlying processing has occurred.
• SLA service credits, if any, are the remedy for downtime and are governed by the Service Level Agreement.
• Billing errors: Tell us within 60 days of the charge and we will investigate and correct genuine errors.

4. Rental Booking Cancellations (Renters)

• The operator's cancellation policy displayed at the time of booking governs how much of the rental price and deposit is refundable and by when.
• Deposits / security holds are released or refunded per the operator's terms, less any lawful deductions the operator documents (e.g., damage the operator can substantiate).
• Refund timing: Approved refunds are returned to your original payment method via Stripe. Banks and card networks typically post refunds within 5-10 business days after the operator or RentalTide initiates them.
• No-shows and late cancellations follow the operator's policy and any Cancellation Protection you purchased (Section 5).
• If an operator cancels on you, you are entitled to a full refund of amounts paid for that booking, plus any remedy your statutory rights provide (Section 7).

5. Protection Products

Refunds of protection-product fees are governed by the Protection Plan Terms:

• Damage, tow/breakdown, and liability waiver fees are generally refundable only if the rental is cancelled before it begins and no claim has been made.
• Cancellation Protection and Carbon Offset fees are non-refundable once their purpose has begun.
• Any statutory cooling-off right that applies to the product overrides the above.

6. Chargebacks & Payment Disputes

• Please contact us or the operator before filing a chargeback, most issues are resolved faster directly.
• Card chargebacks are handled under the card networks' and Stripe's dispute rules. Filing a chargeback does not waive your statutory rights, and using a chargeback to reverse a legitimately owed amount may breach the Terms of Service.
• We will provide transaction records to support a fair resolution.

7. Your Statutory Consumer Rights (These Override Everything Above)

Nothing in this policy excludes or limits a refund, cancellation, or cooling-off right that the law gives you and that cannot be excluded:

• United States: State consumer-protection statutes and FTC rules, including any state cooling-off rules and the FTC "click to cancel" / negative-option requirements for recurring subscriptions.
• Canada: Provincial/territorial consumer-protection legislation, including Ontario's Consumer Protection Act, 2002 and Quebec's Consumer Protection Act, which provide cancellation and refund rights and rules on prepaid and distance contracts. Quebec consumers also retain Civil Code of Québec protections.
• Australia: The Australian Consumer Law consumer guarantees (Competition and Consumer Act 2010, Sch. 2). For a major failure you may choose a refund; for other failures we will remedy within a reasonable time. Operators must not misrepresent your refund rights.
• New Zealand: The Consumer Guarantees Act 1993 (right to a remedy where a service fails a guarantee) and the Fair Trading Act 1986 (no misleading conduct about refund rights).
• Everywhere: Where a deposit is taken, only amounts the operator can lawfully justify may be withheld.

If our terms ever conflict with these rights, the statutory right wins.

8. How to Request a Refund

• Booking or protection product: contact the operator named in your confirmation; if unresolved, email support@rentaltide.com and we will help facilitate.
• Platform/subscription fee or billing error: email billing@rentaltide.com with your account and the charge details.
• Disputes: disputes@rentaltide.com.

Please include your name, the booking or invoice number, the payment date and amount, and the reason for the request. We acknowledge refund requests within 2 business days.

9. Changes to This Policy

We may update this policy. Material changes are posted here with a new "Last Updated" date and, where required, notified to you.

10. Contact

RentalTide Inc. 110 Didsbury Road, Ottawa, Ontario K2T 0C2, Canada 1111B S Governors Ave STE 48363, Dover, DE 19904, United States Phone: (888) 709-2650 · support@rentaltide.com

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This Refund & Cancellation Policy is incorporated into the Terms of Service and should be read with the Customer Terms, Provider Terms, and Protection Plan Terms.