Cancellations and refunds
A draft. The shape is settled; the exact windows may move before launch, and a lawyer has not read it yet.
Cancelling a rental
- More than 48 hours before pickup
- Full refund, including the service and protection fees. The owner has time to re-let it, so nobody has lost anything.
- Inside 48 hours
- The rental is refunded less the service fee. That window is when an owner turns down other bookings.
- After pickup
- No refund for time already run. A multi-day booking returned early is refunded for whole unused days.
- The owner cancels
- Everything back, always, whenever it happens. Repeated cancellations cost an owner their standing.
When the gear is not as described
Say so at pickup, with photos, before you take it away. Report it then and the booking is cancelled and refunded in full. This is the one case where the condition photos work for you rather than for the owner.
Deposits
A deposit is held, not taken, and released when the gear comes back as it left. If a claim is made against it, we tell you what, show you the photos both sides took, and give you a chance to respond before anything is deducted. A disputed deposit is held until the dispute is resolved rather than paid out to whoever shouted first.
Bookings for players
Same windows, same logic. A player who cancels inside 48 hours of a gig has left someone without a musician, and that affects their standing.
Fees
The protection fee is refunded whenever the booking is cancelled before pickup, because nothing was protected. The service fee is refunded outside the 48 hour window. We never keep a fee on a booking the owner cancelled.
How to ask
Refunds go back to the original payment method, usually within five to ten working days once approved, depending on your bank rather than on us. If something is wrong, write to support@songvo.app and tell us the booking and what happened.