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 greater of 50% of the trip price or 2 days' rate (so a longer trip can still receive a partial refund).
• Host cancellations always result in a full refund to the renter, plus potential rebooking credit.

You can cancel a confirmed trip at any time 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.

For a trip booked within 24 hours of its scheduled start, you have a 60-minute free-cancellation window from the time you book (or until pickup, whichever comes first). This overrides the standard tiers above for that booking.

The exact free-cancellation window for your booking is shown at checkout and on your trip details page — some long-lead and luxury-class trips have extended windows.

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.
• May be offered a $50 rebooking credit to apply toward a comparable car.
• 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 more than 24 hours before pickup, or $50 within 24 hours.
• A $150 fee if the host fails to show for the handoff (a host no-show).
• Removal of the affected dates from their calendar for the next 30 days.
• 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.

• Modifications submitted more than 24 hours before pickup are processed automatically when the host approves.
• Modifications inside 24 hours are at the host's discretion.
• If the host declines a modification, or doesn't respond before the requested change would take effect, the trip continues under its existing terms.
• Price differences (longer trip, different vehicle) are charged or refunded based on the host's current rates.

Shortening a trip — an earlier return or fewer days — is treated as a partial cancellation of the time you remove and refunded under the renter-cancellation rules above, based on when you submit the change.

Need the car longer? Request an extension directly from the trip screen. Extensions require host approval and are charged at the host's current daily rate, prorated by the hour, plus 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, the booking is treated as a no-show. On a no-show you forfeit 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 guest no-show is treated as a cancellation after the trip has started, and is never priced lower than cancelling in the same window. 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.

Trip credit, when issued, is available in your Alvro wallet within minutes and never expires.

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.