Cancellation Policy

Effective 2026-05-03 · Version 2026-05-03

This Cancellation Policy is part of the Terms of Service and applies to all reservations on Toolie. It does not derogate from your mandatory rights under the Consumer Protection Act(Quebec). Amounts retained by an Owner on a cancellation are intended as a reasonable estimate of the Owner's loss from a tool held off the market for the booked dates.

Before the Owner approves your request

While a request is still pending the Owner's approval, your card has only been authorized, not charged. If you cancel before approval — or if the Owner declines or lets the request expire — the authorization is released and you are charged nothing.

If the Renter cancels after the booking is confirmed

Refunds are based on how far before the agreed pickup time you cancel. The Toolie service fee is always refunded in full, in every tier — it is a fee for facilitating a rental, so if the rental does not go ahead, you get it back.

Taxes are always refunded in the same proportion as the amounts they applied to.

If the Owner cancels

You receive a full 100 % refundof the rental, service fee, and taxes, regardless of timing. Owner cancellations are tracked and may affect the Owner's standing on the platform.

No security deposit

Toolie does not take a security deposit and does not place a deposit hold on your card. Instead, your card is kept on file and may be charged, after the fact, for late returns, non-return, or proven damage, as described below and in section 8 of the Terms. Charges for damage or non-returnare limited to the tool's value shown to you at booking (the "Damage Liability Cap"); late-return feesare based on the daily rate (see "Late returns" below). Every charge is itemized on a receipt.

After pickup

Once you have picked up a tool, the rental can no longer be cancelled — it can only be returned early (no partial refund is owed for unused time). If something has gone wrong (damage, a safety issue), open a dispute from the reservation page.

Late returns

You are given a grace period of 2 hours after the agreed return time. After that, a late fee equal to 1/12 of the daily rate per hour overdue accrues, up to a maximum of 3 × the daily rate. Late fees are charged to your card on file and shown on a receipt.

If a tool is not returned

If a tool remains unreturned 7 days after the agreed return time (after the grace period and accrued late fees), Toolie may treat the tool as lost and charge your card on file for its replacement value, up to the Damage Liability Cap, and close the rental. You will be notified before this charge is made.

Damage

If the Owner reports damage, the claim goes through the in-app dispute process, where both sides can submit evidence. If a charge is warranted, it is limited to the documented repair or replacement cost and to the Damage Liability Cap, and is charged to your card on file. You may contest the charge through the dispute process and with your card issuer.

Exceptions

In genuine circumstances beyond a party's control (for example, a documented emergency or a safety problem with the tool), Toolie support may grant a goodwill refund or waive part of this policy. These decisions are made case by case.

Your consumer rights

Nothing in this policy limits the rights you have under the Consumer Protection Act (Quebec) or other applicable law, including your right to contact your card issuer. If you believe an amount retained or charged is not justified, contact us at legal@toolio.ca.