1. Cancelling before pickup
Pending gear requests can be cancelled for a full refund. Every new request also has the cancellation grace period shown at checkout; confirmation by the lister does not remove the remaining grace.
After a request is confirmed and its free-cancellation deadline has passed, cancelling before pickup may release the displayed percentage of the rental to the lister as compensation. The remaining rental, platform fee, and VAT return to the renter's wallet. A cancellation by the lister or GearUp does not charge the renter a penalty.
2. After pickup — cancellation is closed
Once pickup is confirmed via the handover code, the booking can no longer be cancelled — the rental is under way and the escrow is committed. Anything that goes wrong after handover (a no-show on return, damage, or a disagreement over condition) is resolved through the no-show and dispute processes below, not by cancellation.
3. No-show by the renter
If the renter never picks up the gear, the lister can flag the booking as a no-show only after the pickup grace period shown for that booking has passed, so a late pickup isn't penalised prematurely.
Once flagged, the renter has the response period shown in the app to dispute the flag. If they don't respond within that window, the escrow settles to the lister and the booking is closed as completed.
4. Disputes
Where a renter believes something went wrong, they can raise a dispute within the deadline shown for the booking instead of accepting settlement. Grounds include:
- The lister didn't show up at pickup
- The gear was never handed over
- The gear arrived damaged or unsafe
- The gear didn't match the listing
- The lister claims the renter damaged or failed to return the gear
An admin reviews the disputed booking and decides how the escrow settles — released in full to the lister or refunded in full to the renter. The admin's decision is final.
5. Cart-checkout cancellations
Clearing a cart before checkout cancels nothing because no money has moved. After checkout, each pending item is held in escrow and can be cancelled for a full refund until its lister confirms it; the booking grace and late-cancellation terms then apply to confirmed items.