Refund policy

If you cancel, the refundable portion of your payment is set by the cancellation policy. The service fee is refunded in full only where VVAHID or the host cancels, or where you cancel within any free-cancellation window.

If the host cancels, or the vehicle is unavailable, unsafe or materially different from the listing at pickup, you receive a full refund of everything paid, including the service fee.

The deposit is a hold, not a payment. It is released in full once the host confirms the vehicle is back as agreed — normally within 1–3 business days of return. Your bank may take longer to show the released funds.

A host may request a deduction from the deposit only for:

• new damage evidenced by the handover photos;
• a missing fuel shortfall, charged at the local pump rate;
• excess mileage beyond the listed allowance, at the listed rate;
• fines, tolls or violations incurred during the trip;
• cleaning beyond normal use, or a late return that affected the next booking.

The request must be itemised and supported by evidence. General wear and tear is not chargeable.

You have 72 hours from the deduction request to dispute it in the app. A support agent then reviews both sets of handover photos, the listing terms and the messages, and issues a written decision. Undisputed amounts are settled after the 72-hour window; disputed amounts are held until the review closes.

Refunds go back to the original payment method. Timing depends on your bank or wallet provider; VVAHID releases the refund immediately on approval.

Start with in-app support. Unresolved refund or deposit matters can go through the complaints process.