Refunds & Disputes

Most trips end without a hitch. When they don't, Alvro has a clear, neutral process for refunds and disputes — designed to be fast for simple cases and thorough for complex ones.

Refunds on Alvro fall into a few categories:

• Cancellation refunds — governed by our Cancellation Policy.
• Host-cancellation refunds — 100% refund plus potential rebooking credit.
• Service refunds — issued when Alvro determines a trip materially failed to deliver what was promised (e.g., car not as described, host no-show).
• Fee disputes — credits or refunds of mileage, fuel, cleaning, late-return, or other post-trip fees that were incorrectly applied.
• Goodwill credit — issued at Alvro's discretion when a trip experience falls short for reasons outside the standard policies.

Open a refund request from the affected trip's details screen:

1. Tap Get help with this trip.
2. Choose the issue (cancellation, fee, condition, no-show, other).
3. Add a brief description and any supporting photos or receipts.

Refund requests must be submitted within 14 days of the trip's scheduled end. Late submissions may be denied if Alvro cannot verify the facts.

• Automatic refunds (cancellations within the free window) — issued immediately at our end.
• Reviewed refunds — most are decided within 3 business days; complex cases involving third-party providers can take up to 14 days.
• Bank posting — once Alvro issues a refund, how long it takes to appear depends on your card: about 1–3 business days for debit cards, 5–10 for credit cards, and up to 14 business days for international cards. See our Cancellation Policy for details.

If you disagree with a fee, claim outcome, or refund decision, you can dispute it within 14 days of the decision:

1. Open the trip and tap Dispute decision.
2. Provide any new evidence (photos, receipts, messages).
3. A senior Alvro specialist who didn't handle the original decision will review.
4. You'll receive an updated decision, typically within 5–10 business days.

Keep trip communication in the Alvro Inbox — it is the record we use as evidence when reviewing a dispute. Conversations, agreements, or payments made off-platform can't be verified and generally won't be considered.

Collection of a disputed charge is paused while the dispute is under review. If the dispute is resolved in your favor, the charge is removed or refunded to your original payment method.

Decisions made by senior specialists are final on the platform. For complaints not resolved through this process, you may pursue arbitration as described in our Terms of Service.

We ask renters to use Alvro's dispute process before contacting their bank. Filing a chargeback before completing this process may result in account restrictions while the chargeback is being investigated. Once Alvro provides supporting evidence, most unfounded chargebacks are reversed by the issuing bank.

While a chargeback is open, Alvro may:

• Pause or hold payouts and any account credit tied to the disputed trip.
• Restrict new bookings until the chargeback is resolved.
• Suspend or remove the account if the chargeback is found to be unfounded or filed in bad faith.
• Recover the disputed amount, plus any bank fees Alvro incurs, from the party responsible for it.

Both renters and hosts are expected to participate in disputes in good faith. Submitting fabricated evidence, withholding information, or repeatedly filing meritless claims can lead to account suspension or removal.

Refund and dispute questions: support@alvro.com. Claims: claims@alvro.com.