Cancellation Policy
Effective 2026-05-03 · Version 2026-05-03
This Cancellation Policy is part of the Terms of Service. It applies to all reservations on Toolie.
If the Renter cancels
| When | Renter refund | Owner receives |
|---|---|---|
| More than 48 hours before scheduled pickup | 100 % of rental + service fee | Nothing |
| Between 24 and 48 hours before pickup | 50 % of rental + 50 % service fee | 50 % of rental |
| Less than 24 hours before pickup | Service fee only | 100 % of rental |
If the Owner cancels
The Renter receives a 100 % refund of the rental and service fee. Owner cancellations are tracked and may affect the Owner's standing on the platform.
Security deposits
Security deposits are always released back to the Renter on cancellation. Forfeiting a security deposit can only happen through the dispute process after a tool has been picked up.
After pickup
Once a Renter has picked up a tool, the rental cannot be cancelled — only returned early. If something has gone wrong (damage, safety issue), please open a dispute from the reservation page.
Late returns
If a tool is returned late, an hourly late fee equal to 1/12th of the daily rate is charged for each hour overdue, capped at 3 × the daily rate. Late fees are deducted from the security deposit; any balance is the Renter's responsibility.
Exceptions
In rare cases (e.g., a documented emergency, a safety issue with the tool), Toolie support may grant a goodwill refund or waive the policy. Decisions are made case-by-case at our sole discretion.