Cancellation Policy

Sunryde Inc Cancellation Policy

Last revised: September 9, 2024

Rider Cancellation

Riders can cancel their bookings through the Sunryde website or mobile app. The cancellation becomes effective immediately. Refund eligibility—full, partial, or none—depends on the timing of the cancellation, the trip length, and the booking type. The cancellation period is based on the vehicle’s time zone.

Full Refund: Free Cancellation Period & Cleanliness Concerns

Free Cancellation Period

BOOKING TIME

FREE CANCELLATION PERIOD

100% refund if canceled not less than 2 hours before the trip start

Modifications to Bookings

Trip modifications accepted by the provider do not reset the free cancellation period. The cancellation period remains tied to the original booking.

Cancellation Due to Cleanliness Concerns

Riders can cancel for a full refund if they believe the vehicle is not cleaned or sanitized properly. For eligibility, riders must:

• Not check in for the trip.
• Immediately contact Sunryde Customer Support with concerns before the trip start.

Partial Refund: Late Cancellations & No-Shows

Late Cancellations

If a rider cancels after the free cancellation period, they may still be eligible for a partial refund. For trips longer than two days, the refund will be the trip price and fee minus the average cost of one day, the protection plan, any extras, and half of any delivery fee. For trips two days or shorter, the refund will be the trip price minus half of one day’s average trip cost, the protection plan, and half of any delivery fee.

TRIP LENGTH

REFUND AMOUNT

More than two days

Refund minus one day's cost + half of the delivery fee

Two days or less

Refund minus half of one day's cost + half of the delivery fee

Rider No-Show

If a rider does not cancel or show up within 30 minutes of the scheduled trip start, it is considered a no-show. The rider will receive a partial refund depending on the trip length. For trips longer than two days, the refund will be the trip price minus two days' average cost and additional fees. For shorter trips, the refund will be the trip price minus 75% of one day’s cost and half of any delivery fee.

TRIP LENGTH

REFUND AMOUNT

More than two days

Refund minus two days' cost + half of the delivery fee

Two days or less

Refund minus 75% of one day’s cost + half of the delivery fee

No Refund: Early Returns

There will be no refund for early returns unless the rider requests and the provider accepts a trip modification to shorten the trip.

Provider Cancellations & No-Shows

If the provider cancels a rider’s trip or fails to show up within 30 minutes of the scheduled trip start, the rider will receive a full refund. Funds will be available for 24 hours to rebook the trip. Riders can initiate a refund themselves if they do not wish to wait.

Trips Canceled by Sunryde

In certain situations, Sunryde’s Trust & Safety team may cancel a trip. In such cases, Sunryde will issue a full refund and notify both the rider and the provider.

Provider Cancellations

Providers must cancel through the Sunryde platform, and riders will receive a refund. Providers may be charged fees for last-minute cancellations, and repeated cancellations could lead to penalties or removal from the marketplace. Providers who fail to show up for the trip will be fined or canceled.

For more detailed instructions on how to cancel or modify a trip, please visit our Help Center.