Cancellation Policy

Plans change. Alvro's Cancellation Policy is designed to be fair: renters get a free cancellation window on every booking, hosts get clear protections for late cancellations, and Alvro steps in when life happens.

• 48 hours or more before the scheduled trip start — a full 100% refund, no fee.
• Less than 48 hours, but 6 hours or more, before pickup — 1 day's rate is charged.
• Less than 6 hours before pickup — 2 days' rate is charged.
• After the trip has started — the trip cannot be cancelled from the app.
• Once your trip charge has been collected, a cancellation less than 48 hours before pickup keeps that charge and nothing is refunded. The fees above apply only to a charge that has not been collected yet.
• Host cancellations always result in a full refund to the renter.

You can cancel a trip that has not started yet from your trip details in the Alvro app or website. The refund you receive depends on how far in advance of the scheduled start time you cancel, and on whether your trip charge has already been collected. The exact amount is shown before you confirm the cancellation.

If your trip charge has already been collected — it is collected when the booking is confirmed — a cancellation less than 48 hours before pickup keeps that charge and nothing is refunded. A cancellation 48 hours or more before pickup is refunded in full whether or not the charge has been collected.

What a refund is measured from. A refund is what you have paid for the trip less any refund already issued (for example after shortening it), minus the applicable fee, and never below $0.

A trip that has already started cannot be cancelled from the app.

Hosts are expected to honor every confirmed booking. We know emergencies happen, but a canceled trip is a major disruption for the renter — and Alvro takes host cancellations seriously.

If a host cancels, the renter:

• Receives a 100% refund to the original payment method.
• Gets concierge help from Alvro support to find a replacement vehicle when one is available locally.

Hosts who cancel may also face:

• A cancellation fee charged to their payout balance — $25 when the host cancels more than 24 hours before pickup, or $50 when the host cancels 24 hours or less before pickup (including a trip that has already started).
• A $150 fee if the host fails to show for the handoff (a host no-show).
• Account review or removal from the platform for repeated cancellations.

You can request changes to a confirmed trip — pickup time, return time, pickup location, or trip dates — from the trip details screen.

• A change that adds time to a trip takes effect only when the host approves it. Shortening a trip before it starts takes effect at once, with its refund. Shortening a trip that is already in progress needs the host's approval.
• If the host declines, or doesn't answer within 6 hours, the request is not approved and the trip stays as booked.
• Days you already booked keep the price they were booked at. Each added day is priced at the host's price for that day at the time of the change.

Shortening a trip — an earlier return date — is a modification, not a cancellation. Before the trip starts it takes effect at once; once the trip is in progress it needs the host's approval. The days you keep stay at the price they were booked at, and the days you remove are refunded. The cancellation tiers above do not apply to a shortening, and a refund issued this way reduces what a later cancellation can return.

Need the car longer? Request an extension directly from the trip screen. Extensions require host approval. Time is billed in 24-hour days counted from pickup, and any part of a day counts as a full day (for example, 25 hours is 2 days and 49 hours is 3 days). The days you have already booked keep their booked price; each day an extension adds is priced at the host's price for that day at the time of the extension (for example, a weekend price on a weekend, or a price the host has changed since you booked). Extensions also carry the Alvro service fee, applicable taxes, and any trip-extension fee set out in the Fee Schedule.

If your host can't accommodate the extension, you must return the car at the originally scheduled time to avoid late-return fees. See our Late Return Policy for details.

For unforeseen events outside your control, Alvro may waive standard cancellation fees and issue a full refund or trip credit. Covered events include:

• Death or serious illness of the renter or an immediate family member.
• Severe weather, natural disaster, or government-issued travel restrictions affecting the pickup region.
• Significant disruptions to commercial transportation reaching the pickup location.
• Mandatory military, civic, or jury duty.

Supporting documentation (medical records, official notices, news reports) is required. Submit your request through Alvro support within 14 days of the canceled trip.

If you fail to pick up the car within 2 hours of the scheduled start time without contacting your host, and your host reports it, the booking is treated as a no-show. Once your trip charge has been collected (it is collected when the booking is confirmed), a no-show keeps the trip charge and nothing is refunded. If it has not been collected yet, a no-show costs 75% of one day's rate on a trip of 2 days or fewer (or 2× the daily rate on a longer trip), plus 100% of any delivery fee. A no-show may also impact your eligibility to book future trips.

Approved refunds are issued to your original payment method immediately on our end. Depending on your card issuer or bank, refunds typically appear within:

• 1–3 business days for debit cards.
• 5–10 business days for credit cards.
• Up to 14 business days for international cards or certain bank transfers.

Visit the Help Center or message us 24/7 from the Alvro app. For time-sensitive cancellations, in-app chat is the fastest way to reach a real person.