Last updated: September 29, 2026
This policy covers two different things that are easily confused: your RentalPilot subscription, and a rental booking made through an operator’s booking site. They are governed separately.
1. Your RentalPilot subscription
- Plans are billed monthly in advance and you can cancel at any time from your account’s billing settings.
- Cancellation takes effect at the end of the current billing period — you keep access until then, and you are not billed again.
- For new-owner plans under the September 2026 offer, request a refund through support within 30 days of your first successful subscription payment to receive that first plan payment in full. The eligibility window ends exactly 30 days after that payment; it is not tied to the calendar month or account-creation date. Separately billed add-ons are outside this first-plan-payment policy.
- Existing sold agreements retain their terms. Other fees already paid are non-refundable except where required by law. There is no cancellation fee and no minimum term.
- You can export your bookings, customers, and financial reports before or after cancelling. We do not hold your data hostage.
- If you believe you were billed in error, contact info@rentalpilot.io and we will investigate and correct genuine billing mistakes.
2. Rental bookings made with an operator
If you are a renter, your booking contract is with the operator whose booking site you used — not with RentalPilot (see our Booking Terms). Each operator sets its own late-cancellation and no-show fee, and you are shown it before you pay. Your booking keeps the rule it was made under, even if the operator changes it later.
- Cancel before the operator’s late-cancellation window and the amount you have paid online is refunded in full, automatically, to your original payment method. The window is counted back from your pick-up time on the branch’s own clock — for example 48 hours before a 10 a.m. pick-up.
- Booked inside that window? You can still cancel free for one hour after booking.
- Cancel inside the window and the operator’s fee (for example one day’s rental) is kept from what you paid online and the rest is refunded automatically. If the fee is more than you paid, the operator may charge the difference to the card you saved when booking.
- If you don’t show up, the operator may record a no-show. The same fee applies: it is kept from what you paid online and the rest is refunded automatically, and the operator may charge any difference to your saved card.
- Your booking page gives the exact answer. When you open a booking to cancel it, it tells you — before you confirm — until when cancelling is free, what the fee is, and how much comes back. That figure is authoritative, because it comes from the same calculation that issues the refund.
- Bookings made before an operator’s site showed a fee keep the earlier rule: free until 24 hours before pick-up, with no automatic refund after that.
- To cancel, use the booking-management link in your confirmation email, or contact the operator directly.
Where an operator cancels a booking themselves — for example a vehicle becoming unavailable — the booking is marked cancelled in the system but no refund is issued automatically; any refund is arranged by the operator directly. If you were charged for a rental you did not receive, contact the operator first, and us if you cannot reach them.
3. Security deposits
Security deposits are normally taken as an authorization hold on your card rather than a charge. The hold is released after the vehicle is returned in acceptable condition. How quickly the released funds reappear depends on your card issuer, not on the operator. Any deduction must follow the operator’s stated terms and applicable law, and must be documented.
4. How refunds are processed
All refunds are processed through Stripe to the original payment method. Processing time depends on your card issuer and is typically a few business days. RentalPilot does not hold operator or renter funds; payments settle to the operator’s own connected Stripe account.
5. Disputes
Disputes about a rental — damage charges, fuel, late fees — should be raised with the operator first, as they hold the rental agreement and the condition records. Where a dispute concerns RentalPilot’s own billing, contact info@rentalpilot.io.