Navo Legal
Cancellation Policy
Effective Date: October 11, 2026
1. Overview
This policy governs cancellations by Renters and Hosts on the Navo platform. A Renter's refund depends on the booking's cancellation tier and on when the booking is cancelled relative to the scheduled pickup time. Every Navo listing currently uses the Flexible tier. The tier that applies to a booking is the one shown on the car’s listing page when it is booked.
2. Renter Cancellations
2.1 Cancellation Tiers
| Tier | 100% of the Trip Subtotal | 50% of the Trip Subtotal | No refund |
|---|---|---|---|
| Flexible | Cancelled until the pickup time on the day before pickup | Cancelled after that, until the trip starts | — |
| Moderate | Cancelled until the pickup time 5 days before pickup | Cancelled after that, until the pickup time on the day before pickup | Cancelled after the pickup time on the day before pickup |
| Strict | Cancelled until the pickup time 7 days before pickup | Cancelled after that, until the pickup time 3 days before pickup | Cancelled after the pickup time 3 days before pickup |
“Pickup time” means the scheduled pickup clock time in the car’s local time zone, and each deadline includes that minute. For example, for a 10:00 AM Saturday pickup, “the pickup time on the day before pickup” is 10:00 AM Friday.
- A booking can’t be canceled after the trip has started, and a no-show receives no refund.
- If insurance protection has not yet been purchased from the insurer when the booking is canceled, its premium is refunded in full in every tier.
- A booking cancelled by Navo or the host (including a driver’s license not approved in time) receives 100% of the Trip Subtotal.
“Trip Subtotal” means the rental amount, Navo service fee, sales tax, and any insurance protection purchased through the platform.
2.2 Processing Fees
The card-processing fee is non-refundable in all cancellation scenarios, as it is not returned to Navo by the payment processor.
2.3 Force Majeure
In the event of a documented emergency or natural disaster, Navo may, at its sole discretion, provide a full refund or credit. Determination of force majeure eligibility is at Navo's sole discretion.
3. Host Cancellations
Navo expects Hosts to honor all confirmed bookings. Host cancellations harm Renters and the Navo community.
3.1 Consequences of Host Cancellations
- Host cancellations within 7 days of trip start will result in a Host cancellation fee.
- Repeated cancellations may result in account suspension.
- Navo may assist affected Renters in finding alternative vehicles or issue refunds at the Host's expense.
3.2 Host Cancellation Exceptions
Host cancellations may be excused (without penalty) in the following circumstances: documented emergency or serious illness, vehicle involved in an accident and deemed unsafe, natural disaster, or other circumstances at Navo's sole discretion.
4. Early Returns
If a Renter returns a vehicle early, no refund will be issued for unused rental days unless the Host agrees to a modified booking.
5. Trip Extensions
Renters may request trip extensions through the Navo app. Extensions are subject to Host availability and approval. Extensions must be confirmed through the Platform; verbal agreements with Hosts are not binding on Navo.
6. Modifications
Trip modifications (date/time changes) may be subject to price adjustments. Cancellation terms apply from the original booking date for purposes of refund eligibility.