1. Booking Payments

All bookings must be prepaid through the Platform.

2. Cancellation by Renter

• More than 48 hours before start time: 100% refund (excluding service fees)
• 24–48 hours before start: 50% refund
• Less than 24 hours or no‑show: No refund

3. Cancellation by Host

If the host cancels, the renter receives: 

• Full refund
• Option to rebook another vehicle

Repeated host cancellations may result in penalties or suspension.

4. Early Return

Unused rental time is non‑refundable unless approved by Tuvogo support.

5. Driver Service Refunds

If a driver fails to appear or service quality is unacceptable and verified by Tuvogo, a partial or full refund may be issued.

6. Platform Fees

Service, insurance, and processing fees may be non‑refundable.

7. Refund Processing Time

Approved refunds are processed within 5–10 business days depending on payment method.

8. Disputes

All refund disputes must be raised within 48 hours after rental completion.