Driver cancellation
Drivers can cancel their trip through the website or mobile app, with immediate effect. The amount of refund, if any, depends on factors such as the timing of cancellation, trip length, and trip type. The cancellation time frame is calculated based on the vehicle's time zone.

Full refund: Free cancellation period and cancellation for cleaning/disinfection concerns
Drivers can cancel their trip free of charge if they do so up to 24 hours before the trip start. For bookings made less than 25 hours before the trip, Drivers have one hour after booking to cancel for free. Drivers are encouraged to inform Carsan and cancel through the Carsan website or app.

BOOKING TIME: 25 hours or more before trip start
FREE CANCELLATION PERIOD: Until 24 hours before trip start

BOOKING TIME: Less than 25 hours before trip start
FREE CANCELLATION PERIOD: One hour after booking

If a Driver requests a trip modification and Carsan accepts, the original free cancellation period remains unchanged.
If a Driver is concerned about the cleanliness and disinfection of the vehicle upon inspection at trip start, they can cancel for free and receive a full refund. This applies if they do not accept the vehicle, do not check in for the trip, and immediately inform Customer Support.

Partial refund: Cancellations outside the free period and Driver no-shows
For cancellations outside the free cancellation period, Drivers are encouraged to inform us and cancel through the Carsana website or app. A partial refund will be issued for these cancellations.

For trips longer than two days, the refund amount will be the trip price and fee minus the average cost of one day, the protection plan, any extras, any young driver fee, and half of the delivery fee. For trips two days or shorter, the refund amount will be half of the above calculation.

TRIP LENGTH: More than two days
REFUND AMOUNT: Trip price and fee minus average cost of one day + half of delivery fee (if ordered)

TRIP LENGTH: Two days or less
REFUND AMOUNT: Trip price and fee minus average cost of half day + half of delivery fee (if ordered)

If a Driver fails to cancel and doesn't show up within 30 minutes of the scheduled trip start, they'll be considered a no-show. Drivers who arrive without a valid license or who send someone else instead of themselves will also be considered a no-show. Carsan will cancel no-show trips and issue a partial refund. For trips longer than two days, the Driver will receive a refund for trip price and fee minus the average of one day's cost, protection plan, and half of delivery fee. For trips of two days or less, the refund will include trip price and fee minus the average of 50% of one day's cost, protection plan, and half of delivery fee.

TRIP LENGTH: More than two days
REFUND AMOUNT: Trip price and fee minus average cost of one day + half of delivery fee (if ordered)


TRIP LENGTH: Two days or less
REFUND AMOUNT: Trip price and fee minus average cost of half day + half of delivery fee (if ordered)

No refund: Early returns
Drivers who return the vehicle early will not receive a refund or credit except if they have submitted a trip modification request to shorten the trip and Carsan has accepted it.

Driver trips impacted by flight delays, flight cancellations, or lost baggage

Flight Delays or Cancellations
If a Driver's flight is delayed or canceled, they must communicate with Carsan to request a modification of the trip's start time. If the event is unable to accommodate the requested change and the trip must be canceled, Carsan will issue a full refund to the Driver, subject to the following conditions being met:
- The Driver must notify Carsan of the flight delay or cancellation at least one hour before the scheduled trip start time.
- The Driver must provide documentation, such as a screenshot from the airline's mobile app or website, to confirm the flight delay or cancellation.
- The Driver must notify Carsan of the flight delay or cancellation within 24 hours of the scheduled trip start time.

Please note that this cancellation policy does not apply if the Driver's flight is canceled/delayed more than three days in advance of the trip start time.

Lost Baggage Delays
In the event that a Driver experiences a delay due to lost baggage, Carsan will issue a full refund, subject to the following conditions being met:
- The Driver must notify Us no later than 30 minutes after the scheduled trip start time.
- The Driver must notify Carsan of the lost baggage delay within 24 hours.
- The Driver must provide photo evidence of the lost baggage issue.