Cancellation policy
Last updated: November 16, 2025
This policy outlines what happens when a trip is cancelled by a Guest or Host, what fees may apply, and how to request exceptions for unexpected events.
Jump to a section
1. Guest cancellations
Guests can cancel directly from the Wheelbase app or web experience. Refunds depend on how far in advance the trip is cancelled:
- 24+ hours before trip: Full refund of the trip price and protection fees.
- 6–24 hours before trip: 50% refund of the trip price. Protection fees are fully refunded.
- Less than 6 hours / no-show: No refund. The Host keeps the trip price.
Security deposits are always released if the cancellation occurs before pickup.
2. Host cancellations
Hosts should only cancel when absolutely necessary. Frequent cancellations erode trust and may impact search ranking.
- Guests receive a full refund plus a rebooking credit when the Host cancels.
- Wheelbase may apply a cancellation fee and pause the listing until the Host confirms availability.
- Hosts must message the Guest through Wheelbase outlining the reason.
Report emergencies (accidents, mechanical issues) to Wheelbase Support so we can assist with alternative options for the Guest.
3. Fees and adjustments
Wheelbase may charge or waive fees depending on the situation:
- Late cancellation fee (Hosts): Applied when a Host cancels within 24 hours of the trip without a verified emergency.
- Short-notice fee (Guests): The forfeited portion of the trip price is paid to the Host.
- Rebooking assistance: Wheelbase may cover fare differences when we rebook a Guest due to Host cancellation.
4. Weather & force majeure
Severe weather, government restrictions, or other force-majeure events may qualify for special handling. Contact Wheelbase support with documentation—we may override normal fees and help both parties reschedule or cancel without penalty.
5. How to cancel
- Open the trip in the Wheelbase app or web dashboard.
- Select “Cancel trip” and choose the reason provided.
- Review the refund or fee summary and confirm.
- Contact Wheelbase support if you need to share supporting documents.
We’ll send a confirmation email summarizing the refund amount, timing, and any outstanding actions.
6. Questions about cancellations
Reach our support team 24/7 via the Wheelbase app, or email cancellations@wheelbase.app for help with refunds, documentation, or extenuating circumstances.