Refund Policy

This Refund Policy explains cancellations, refunds, and deposit releases for books and clothes booked on GoRent. It supplements our Terms of Service.

1. Rental Fee Refunds

Renter-Initiated Cancellations

Cancellation terms vary by listing and are displayed before you confirm a booking. GoRent supports three standard cancellation tiers that Hosts can choose from:

• Flexible: Full refund if cancelled at least 24 hours before the rental start time. No refund for cancellations within 24 hours.
• Moderate: Full refund if cancelled at least 48 hours before the rental start time. 50% refund for cancellations within 48 hours.
• Strict: Full refund if cancelled at least 7 days before the rental start time. 50% refund for cancellations within 7 days. No refund within 48 hours.

Refunds are processed to the original payment method within 5-7 business days. Service fees are refunded proportionally for full cancellations.

Host-Initiated Cancellations

If a Host cancels a confirmed booking, the Renter receives a full refund including all fees and deposits. Hosts who cancel frequently may face account penalties including reduced visibility, temporary suspension, or permanent removal from the Platform.

GoRent-initiated cancellations

GoRent may cancel a booking if KYC is later rejected, a listing is taken down during review, we reasonably believe there is fraud, or a force-majeure event makes handover impossible. Affected users receive a full refund in those cases. Trust decisions are explained in the dispute or support thread — not left as a silent cancellation.

2. Security Deposit Refunds

Security deposits are refundable holds, not charges. They are collected at booking and held in escrow by GoRent throughout the rental period. Deposit release follows this timeline:

• Successful Return: If the Host does not report any issues within 48 hours of the agreed return time, the full deposit is automatically released to the Renter.
• Damage Claim: If the Host files a damage claim within 48 hours, deposit release is paused while GoRent's resolution team reviews the claim. Partial or full deposit may be retained based on the resolution outcome.
• Disputed Claims: During active disputes, deposits remain in escrow until a binding resolution is issued (typically within 5 business days).

Deposit refunds are processed within 2-3 business days after release approval.

3. Service Fee Refunds

GoRent's platform service fee is refundable when a booking is fully cancelled before the rental period begins. For partial cancellations or mid-rental terminations, service fees are refunded on a pro-rata basis. Service fees are non-refundable once a rental period has been completed, regardless of satisfaction with the item or experience.

4. Not as described

If at handover the book or garment is materially different from the listing (wrong edition, missing pages, wrong size, stains that were not photographed, not clothing or not a book), document it in the app before you leave. You may cancel without penalty. A full refund including deposit and fees will be issued. Claims made after you leave the handover may not get a full refund.

5. Early Return

If a Renter returns a book or outfit before the scheduled end date, unused days are not automatically refunded unless the Host agrees in the app.

6. Host Payout Adjustments

Host payouts may be adjusted in the following circumstances: renter cancellation (payout cancelled); damage claim upheld (repair costs deducted from deposit, with remainder released to Renter); dispute resolution favouring the Renter (partial or full payout reversal); or Platform policy violations (payout held pending investigation).

7. Refund Processing Timeline

All approved refunds are initiated within 2 business days. Depending on your bank or payment provider, funds may take an additional 3-7 business days to appear in your account. UPI refunds are typically fastest (1-3 days). Credit card refunds may take up to 7 business days. You will receive email and in-app notifications when refunds are initiated and completed.

8. How to Request a Refund

For cancellation-related refunds, use the cancellation feature in the app before the rental start time. For post-rental issues (damage disputes, item not as described), open a dispute through the booking details page within 48 hours of the relevant event. For billing errors or other refund requests, contact our support team at hello@gorent.in with your booking ID and a description of the issue.

9. Contact

For questions about this Refund Policy, contact us at hello@gorent.in or through the in-app support chat. Our team is available Monday through Saturday, 9 AM to 9 PM IST.