Cancellations and refunds

• More than 2 days before pick-up: you get everything back.
• Within 2 days of pick-up: you get 50% back, and the lender keeps the rest.
• Once the pick-up day has started: it can't be cancelled on the site. What to do instead.

“Pick-up” means the start of your first day, midnight Sydney time. So for a Saturday pick-up, cancelling any time up to the end of Wednesday gets you everything back. If you book less than 2 days ahead, you're already inside the 50% window.

Cancel from the booking page. Before you confirm, it shows exactly how much comes back.

If the lender has to cancel, you always get everything back, however close to pick-up it is. They have to tell you why in the chat, and they're not paid for the booking.

Before the lender accepts, you can withdraw your request any time, and they can decline it. Nobody is charged. The same goes for a booking whose payment didn't go through: either of you can call it off before it's paid.

Refunds go back to the card you paid with, straight away from our side. Your bank usually shows it within 5 to 10 business days.

Once the pick-up day has started, email info@grannen.com.au with what happened (the lender didn't show, it didn't work, anything else) and we'll sort it out with you both.