Cancellation Policy
Sunryde Inc. Cancellation Policy
Last revised: September 9, 2024
Rider Cancellations
Riders may cancel bookings through the Sunryde website or mobile app. Cancellations are effective immediately. Refund eligibility—whether full, partial, or none—depends on the timing, trip length, and booking type. All cancellation windows are based on the time zone of the vehicle’s location.
Full Refund
1. Free Cancellation Window
Riders are eligible for a 100% refund if the trip is canceled at least 2 hours before the scheduled start time.
⏱️ Note: Any trip modifications accepted by the provider do not reset the cancellation window. The original booking time governs eligibility.
2. Cleanliness Concerns
If the rider believes the vehicle is not properly cleaned or sanitized, they may cancel for a full refund provided that:
- They do not check in for the trip.
- They immediately contact Sunryde Customer Support before the trip begins.
Partial Refund
1. Late Cancellations
If canceled after the free cancellation window, riders may still receive a partial refund:
Trip LengthRefund CalculationMore than 2 daysRefund minus the average cost of one day, protection plan, any extras, and half of the delivery fee2 days or lessRefund minus half of one day’s cost, protection plan, and half of the delivery fee
2. No-Show
If a rider does not cancel and fails to appear within 30 minutes of the scheduled trip start, it is considered a no-show. A partial refund will be issued:
Trip LengthRefund CalculationMore than 2 daysRefund minus the cost of two days and half of the delivery fee2 days or lessRefund minus 75% of one day’s cost and half of the delivery fee
No Refund
No refunds will be issued for early returns unless the rider requests a trip modification and the provider approves the change through the Sunryde platform.
Provider Cancellations & No-Shows
1. Provider-Initiated Cancellations
If the provider cancels or fails to show up within 30 minutes of the scheduled start time, the rider will receive a full refund. Funds will remain available for 24 hours to rebook. If the rider chooses not to rebook, they may request an immediate refund.
2. Cancellations by Sunryde
In certain cases, Sunryde’s Trust & Safety team may cancel a trip. A full refund will be issued, and both the rider and provider will be notified.
Provider Responsibilities
Providers must cancel through the Sunryde platform. Cancellations may be subject to fees if done last-minute, and repeated cancellations may result in penalties or removal from the marketplace. Providers who fail to appear for a trip may be fined or suspended.
For more information or to manage a booking, please visit our Help Center at sunryde.com/help.
