I need to cancel my reservation, what is the policy?

Outdoorsy allows owners to choose among three standardized cancellation policies — Flexible, Moderate, and Strict — that we enforce to protect both owners and renters. Note: see end of article for definitions of terms like “booking total” and “service fee.”

Flexible

When a Renter makes a reservation with a departure date more than 14 days in advance, a Reservation Deposit is charged when an Owner accepts the reservation. This charge is 25% of the full cost of the trip. Otherwise, the reservation total is charged in full.

• Free cancellation for 48 hours after booking, as long as you cancel more than 14 days before departure.
• If cancelled more than 5 days prior to departure:
  • Any insurance paid is refunded
  • 100% of the booking total is refunded
  • The service fee is not refunded
• If cancelled less than 5 days prior to departure:
  • Any insurance paid is refunded
  • Renter is responsible for 25% of the booking total
  • Renter is responsible for the service fee

Moderate

When a Renter makes a reservation with a departure date more than 14 days in advance, a Reservation Deposit is charged when an Owner accepts the reservation. This charge is 50% of the full cost of the trip. Otherwise, the reservation total is charged in full.

• Free cancellation for 48 hours after booking, as long as you cancel more than 14 days before departure.
• If cancelled more than 7 days prior to departure:
  • Any insurance paid is refunded
  • Renter is responsible for 25% of the booking total
  • Renter is responsible for the service fee
• If cancelled less than 7 days prior to departure:
  • Any insurance paid is refunded
  • Renter is responsible for 50% of the booking total
  • Renter is responsible for the service fee

Strict

When a Renter makes a reservation with a departure date more than 14 days in advance, a Reservation Deposit is charged when an Owner accepts the reservation. This charge is 50% of the full cost of the trip. Otherwise, the reservation total is charged in full.

• Free cancellation for 48 hours after booking, as long as you cancel more than 14 days before departure.
• If cancelled more than 14 days prior to departure:
  • Any insurance paid is refunded
  • Renter is responsible for 50% of the booking total
  • Renter is responsible for the service fee
• If cancelled less than 14 days prior to departure:
  • Any insurance paid is refunded
  • Renter is responsible for 100% of the booking total
  • Renter is responsible for the service fee

Renters must agree to the owner’s cancellation policy before booking.

What do terms like “booking total” and “service fee” refer to?

The total cost of a rental on Outdoorsy is broken down into three main components:

• Booking Total: the direct cost of the rental itself, inclusive of the nightly rate x number of nights, plus any add-ons or fees charged by the owner for services like mileage, cleaning or dumping.

• Service Fee: helps us keep the lights on and gives renters access to our 24/7 customer support team.

• Insurance: the insurance bundle selected by the renter for this booking. Outdoorsy requires collision and insurance for all rentals.

How does COVID-19 affect the Outdoorsy cancellation policy?  

Because of the rapidly-evolving nature of COVID-19, we are currently unable to adapt our policies around the pandemic. Though we made exceptions in March 2020, we must now return to our original cancellation policies put in place for the protection of our valued renters and dedicated owners.

Before booking a planned vacation or last-minute getaway, please examine the owner’s cancellation policy thoroughly and research how COVID-19 may be affecting your travel destination.