Cancellation, Refund and Deposit Policy
Effective date: October 20, 2026 · Version 2026-10-20
Cancel for free up to 24 hours before your pickup time. This policy is part of our Rental Terms.
1. Cancelling your booking
| When you cancel | Refund |
|---|---|
| 24 hours or more before pickup | Full refund of everything you paid |
| Less than 24 hours before pickup | The first rental period ($139.90) is not refunded. Any remaining rental charges and delivery fees are refunded. |
| No-show (you do not pick up and do not cancel) | Treated as a cancellation less than 24 hours before pickup |
You can cancel from Manage My Booking using the link in your booking email, or by emailing hello@cozyroam.us with your order number. Inside the free cancellation window, your refund is issued automatically.
2. Changing your booking
To change dates, times, vehicle version or handoff location, send a change request from Manage My Booking. Changes depend on availability and are confirmed by email. If the new booking costs more, you pay the difference. If it costs less, we refund the difference, except that changes requested less than 24 hours before pickup follow the late-cancellation rule above.
3. Returning early
Early returns are not refunded for unused time. If you need to return early for a special reason, contact us and we will review your request. Any refund is at our discretion.
4. If we cancel
If we must cancel because the Kit is unavailable or for reasons outside your control, you receive a full refund. Our liability is limited to that refund.
5. How refunds are paid
Refunds go back to the original payment card. Most banks show the refund within 5 to 10 business days. Discount codes used on a cancelled booking are reactivated where possible.
6. Your $200 deposit hold
- About 24 hours before pickup, we place a $200 authorization hold on your card. It is a hold, not a charge.
- If you cancel before the hold is placed, no hold is placed. If you cancel after it is placed, we release it.
- After you return the Kit, we inspect it and release the hold, usually within 2 days of return. Your bank decides when the released hold disappears from your statement.
- We capture part or all of the hold only for missing or damaged rental items, late return fees or extra cleaning, as described in our Rental Terms. We email you an itemized explanation whenever we do.
- If you disagree with a deposit charge, reply to that email within 14 days and we will review it with you.
7. Missing or damaged items at pickup
If anything is missing or damaged when you receive the Kit, email us within 6 hours of pickup with photos. We will fix it or adjust your price, and you will not be charged for that issue.