Policies
Transparent refund rules protecting both renters and rental owners.
Renters may cancel any booking request for a full refund of all amounts paid (including base rent, security deposit, and platform fees) at any time before the owner confirms the booking. Once confirmed, cancellation eligibility depends on the time remaining before the rental start time.
For cancellations made 24 hours or more before the scheduled start time, renters are eligible for a 100% refund of the base rental amount and the security deposit. For cancellations made within 24 hours of the scheduled start time, a cancellation fee of 50% of the base rental amount applies. The remaining 50% of the base rental and 100% of the security deposit will be refunded.
If an owner cancels a confirmed booking at any time before handover, the renter will immediately receive a 100% refund of all charges, including the base rental, platform fees, and security deposit. Owners who cancel confirmed bookings without a valid emergency may be subject to platform penalties, listing demotion, or suspension.
The security deposit is always refunded at 100% in case of any cancellation before handover. Approved refunds are processed automatically by our system and settled back to the original payment method via Razorpay within 5–7 business days.
Questions about a cancellation or partial refund? Contact support at support@gorentls.com.