Ryder’s Xchange Cancellation Policy

1. Overview

Ryder’s Xchange provides a marketplace that connects vehicle owners (“Hosts”) with renters (“Renters”) for bike and scooter rentals. This Cancellation Policy outlines the rules for cancelling bookings made through the Ryder’s Xchange platform.

Each booking is also subject to the specific terms displayed in the vehicle listing, Rental Agreement, and any Host-selected cancellation terms.

2. Renter Cancellation

Renters may cancel a booking before the rental start date.

Flexible Cancellation

If the renter cancels 7 days or more before the rental start date:

• The renter receives a full refund of the rental fee; and
• A 5% platform processing fee may be retained.

Moderate Cancellation

If the renter cancels between 3–7 days before the rental start date:

• The renter receives a 50% refund of the rental fee; and
• A 5% platform processing fee may be retained.

Strict Cancellation

If the renter cancels less than 3 days before the rental start date:

• No refund will generally be provided;
• Unless the Host’s listing terms allow otherwise; or
• Ryder’s Xchange approves an exception due to an eligible circumstance.

3. How Renters Cancel

Renters must cancel through their Ryder’s Xchange account:

• Log into their account;
• Go to My Bookings;
• Select the booking;
• Choose Cancel Booking.

Approved refunds will generally be processed back to the original payment method within 5–7 business days.

4. Extenuating Circumstances

Ryder’s Xchange may review cancellation requests involving unexpected events, including:

• Severe weather conditions;
• Documented emergencies;
• Other circumstances outside the renter’s reasonable control.

Supporting evidence may be required. Requests can be submitted to: support@rydersxchange.com

5. Host Cancellation

Hosts are expected to honour confirmed bookings.

If a Host cancels a confirmed booking:

• The renter will receive a full refund, including applicable platform fees;
• Refunds are normally processed within 5–7 business days.

Host cancellations may result in:

• A cancellation fee;
• Reduced listing visibility;
• Temporary account restrictions;
• Further action depending on cancellation frequency.

6. Changes to Bookings

Changes to bookings, including rental dates, pickup/drop-off times, vehicle changes, or rental duration are subject to Host approval and availability.

A booking modification may be treated as a cancellation if it cannot be accommodated under the original booking terms.

7. Platform Fees

Platform fees cover payment processing, technology, and marketplace services.

Unless otherwise stated:

• Platform fees are non-refundable;
• Exceptions may apply for Host cancellations or approved extenuating circumstances.

8. Disputes

If a renter or Host believes a cancellation has been incorrectly handled, they may contact Ryder’s Xchange Support. Ryder’s Xchange will review disputes on a case-by-case basis.

Contact:

• Email: support@rydersxchange.com
• Phone: +61 424 696 922
• Hours: Monday–Friday, 9:00 AM–5:00 PM AWST