***Cancellation Policy***
**Ryders Xchange Cancellation Policy**
At Ryders Xchange, we aim to provide a fair and transparent experience for both renters and hosts. This cancellation policy outlines the rules and procedures for canceling a booking made through rydersxchange.com. Please review the specific cancellation terms in the bike listing or booking agreement, as hosts may set their own policies within these guidelines.
**1. Renter Cancellations**
Renters may cancel a booking at any time before the rental start date, subject to the following terms:
– **Full Refund (Flexible Cancellation)**: If the renter cancels at least 7 days before the rental start date, they are eligible for a full refund of the rental fee, minus a 5% platform processing fee.
– **Partial Refund (Moderate Cancellation)**: If the renter cancels between 3 and 7 days before the rental start date, they are eligible for a 50% refund of the rental fee, minus a 5% platform processing fee.
– **No Refund (Strict Cancellation)**: Cancellations made less than 3 days before the rental start date are not eligible for a refund, unless otherwise specified by the host’s listing terms.
– **How to Cancel**: Renters can cancel bookings directly through their Ryders Xchange account by navigating to “My Bookings” and selecting the cancellation option. Refunds, if applicable, will be processed within 5–7 business days to the original payment method.
– **Extenuating Circumstances**: In cases of unforeseen events (e.g., severe weather, documented emergencies), renters may contact support@rydersxchange.com to request a review for a partial or full refund, subject to verification.
**2. Host Cancellations**
Hosts are expected to honor confirmed bookings to maintain trust and reliability on the platform. If a host cancels a booking, the following applies:
– **Renter Refund**: If a host cancels a booking at any time, the renter will receive a full refund of the rental fee, including any platform fees, processed within 5–7 business days.
– **Host Penalties**: Hosts who cancel may incur penalties, including:
– A cancellation fee of $25 AUD (or equivalent in local currency).
– Temporary suspension of listing visibility or account restrictions, depending on the frequency of cancellations.
– **Alternative Arrangements**: Ryders Xchange will assist renters in finding a comparable bike rental, if available, or provide a platform credit for future bookings at our discretion.
– **How to Cancel**: Hosts must notify renters through the platform and cancel via their account dashboard, providing a reason for the cancellation.
**3. General Terms**
– **Host-Specific Policies**: Hosts may set custom cancellation policies (e.g., stricter or more lenient terms) for their listings, which will be clearly displayed at the time of booking. These policies supersede the default policy outlined above, except in cases of extenuating circumstances.
– **Platform Fees**: Non-refunded platform fees cover transaction processing and operational costs.
– **Disputes**: If a renter or host believes a cancellation was mishandled, they may contact Ryders Xchange support at support@rydersxchange.com or +61 424 696 922 for assistance. Disputes will be reviewed on a case-by-case basis.
– **Modifications**: Booking modifications (e.g., changing dates or bikes) are subject to availability and the host’s approval. Modifications may be treated as cancellations if they fall outside the original booking terms.
**4. Contact Us**
For questions or assistance with cancellations, please reach out to our support team:
– Email: support@rydersxchange.com
– Phone: +61 424 696 922
– Hours: Monday–Friday, 9:00 AM–5:00 PM AWST