Cancellation Policy

This Cancellation Policy (“Policy”) forms part of the Terms of Service governing the use of the RYDEO platform (“Platform”), owned and operated by DEFT Mechatronics Pty Ltd (“RYDEO”, “we”, “our”, or “us”).

RYDEO is a global online marketplace that connects vehicle owners (“Owners” or “Hosts”) with individuals or organisations seeking to rent vehicles (“Customers” or “Guests”). RYDEO acts solely as a marketplace and does not own, operate, manage, or insure vehicles listed on the Platform unless expressly stated.

By listing a vehicle or making a booking through RYDEO, Owners and Customers agree to be bound by this Cancellation Policy.

1. Purpose

This Policy establishes:

• cancellation rights and obligations;
• applicable refunds and fees;
• Host responsibilities;
• Customer responsibilities;
• procedures for unavoidable events;
• dispute resolution relating to cancellations.

This Policy applies globally unless superseded by mandatory local consumer protection laws.

2. General Principles

RYDEO aims to create a fair marketplace that balances the interests of both Hosts and Customers.

Accordingly:

• Customers should have reasonable flexibility where appropriate.
• Hosts should receive protection against last-minute cancellations.
• Both parties should communicate promptly.
• All cancellations must occur through the RYDEO Platform.
• Off-platform cancellation arrangements are not recognised.

3. Cancellation Policies Available to Hosts

Each vehicle listing must use one of the following cancellation policies.

The selected policy will be displayed before a booking is confirmed.

A. Flexible Policy

Customer receives:

• 100% refund if cancelled more than 24 hours before rental start.
• No refund within 24 hours of rental commencement.

B. Moderate Policy

Customer receives:

• 100% refund if cancelled more than 5 days before rental start.
• 50% refund between 24 hours and 5 days.
• No refund within 24 hours.

C. Strict Policy

Customer receives:

• 100% refund if cancelled more than 14 days before rental.
• 50% refund between 7 and 14 days.
• No refund within 7 days.

D. Super Strict Policy

Available only for:

• luxury vehicles
• exotic vehicles
• specialty vehicles
• commercial fleets
• vehicles requiring significant preparation

Customer receives:

• 100% refund if cancelled more than 30 days before rental.
• 50% refund between 14 and 30 days.
• No refund within 14 days.

RYDEO reserves the right to approve or deny use of this policy.

4. Customer Cancellation Process

Customers may cancel at any time before the booking begins through their RYDEO account.

A cancellation is effective only when:

• the cancellation is submitted through the Platform; and
• confirmation has been issued by RYDEO.

Telephone calls, emails or text messages to the Host alone do not constitute cancellation.

5. Host Cancellation

Hosts are expected to honour confirmed bookings.

Where a Host cancels without a valid reason:

• the Customer receives a full refund;
• the Host may incur cancellation penalties;
• the Host’s search ranking may be reduced;
• the booking may affect Host performance metrics;
• repeated cancellations may lead to temporary suspension;
• serious or repeated breaches may result in permanent removal from the Platform.

RYDEO may also compensate affected Customers through credits or alternative booking assistance at its discretion.

6. Host Cancellation Penalties

RYDEO may impose one or more of the following:

• administrative fees;
• blocked calendar dates;
• loss of Super Host or similar status;
• reduced marketplace visibility;
• temporary listing suspension;
• permanent account termination.

RYDEO may waive penalties where sufficient evidence demonstrates circumstances beyond the Host’s reasonable control.

7. Customer No-Show

A Customer is considered a no-show if:

• they fail to collect the vehicle within the agreed collection period without communication;
• required identification cannot be produced;
• licence requirements are not met;
• mandatory payment cannot be completed;
• security deposit requirements are not met.

Where a Customer is a no-show:

• the booking may be cancelled by the Host;
• refunds will follow the applicable cancellation policy;
• Platform service fees may remain non-refundable unless otherwise required by law.

8. Host No-Show

A Host is considered a no-show where:

• the vehicle is unavailable;
• the Host cannot be contacted within the agreed collection window;
• keys cannot be provided;
• the listed vehicle materially differs from the booking;
• the vehicle is unsafe or unroadworthy.

In these circumstances:

• Customer receives a full refund;
• RYDEO may assist in sourcing an alternative vehicle;
• Host penalties may apply.

9. Early Return

Customers who return a vehicle before the scheduled end of the rental are generally not entitled to a refund unless:

• the Host agrees;
• required by applicable law;
• the vehicle becomes unusable through no fault of the Customer.

10. Late Cancellation Due to Vehicle Issues

Where a Customer reasonably refuses a vehicle because it is:

• unsafe;
• illegally registered;
• significantly different from its listing;
• mechanically unroadworthy;
• missing mandatory equipment;
• excessively unclean,

the Customer should immediately notify RYDEO.

Where verified:

• full refund may be issued;
• Host penalties may apply.

11. Force Majeure and Major Disruption Events

RYDEO recognises that extraordinary circumstances may prevent completion of bookings.

Examples include:

• natural disasters;
• floods;
• bushfires;
• earthquakes;
• severe storms;
• war;
• terrorism;
• civil unrest;
• pandemics;
• government travel restrictions;
• border closures;
• mandatory evacuation orders;
• widespread power failures;
• significant transport shutdowns.

Where verified, RYDEO may:

• waive cancellation penalties;
• issue full or partial refunds;
• provide travel credits;
• reschedule bookings;
• assist both parties in reaching a fair outcome.

RYDEO retains sole discretion regarding application of this clause.

12. Mechanical Breakdown Before Rental

If the booked vehicle suffers mechanical failure before collection:

The Host must immediately:

• notify the Customer;
• notify RYDEO;
• remove the vehicle from availability until repaired.

Customer will receive:

• full refund; or
• alternative vehicle where available.

13. Mechanical Breakdown During Rental

Where a vehicle becomes unusable due to mechanical failure not caused by the Customer:

RYDEO may facilitate:

• prorated refunds;
• replacement vehicle;
• early termination;
• insurance assistance where applicable.

14. Customer-Initiated Early Termination

If the Customer terminates the rental because of:

• dissatisfaction;
• change of plans;
• personal reasons;
• weather;
• scheduling conflicts,

refunds will generally not be available unless agreed by the Host or required by law.

15. Refund Processing

Approved refunds are normally processed to the original payment method.

Processing times depend on payment providers and financial institutions and may vary by country.

RYDEO is not responsible for delays caused by banks or payment processors.

16. Platform Fees

Unless otherwise required by law:

• RYDEO service fees may be non-refundable once a booking is confirmed.
• Payment processing fees may be deducted where permitted.
• Taxes and government charges may be refunded where applicable.

Any deductions will be disclosed before confirmation of cancellation where reasonably practicable.

17. Security Deposits

Security deposits are governed separately under the Security Deposit Policy.

Cancellation does not automatically entitle either party to retain or receive a security deposit unless authorised under applicable policies or law.

18. Fraudulent or Bad Faith Cancellations

RYDEO may investigate cancellations where there is evidence of:

• abuse of refund policies;
• false claims;
• repeated speculative bookings;
• price manipulation;
• fraudulent chargebacks;
• collusion;
• misuse of promotional credits.

RYDEO may suspend payments, withhold refunds where legally permissible pending investigation, restrict accounts, or terminate users found to have engaged in fraudulent conduct.

19. Disputes

Where parties disagree regarding a cancellation:

• both parties should first attempt resolution through RYDEO messaging;
• disputes should be lodged within 14 days of the scheduled booking start date;
• evidence may include photographs, messages, receipts, GPS data, inspection reports, repair invoices, or other relevant documentation.

RYDEO may review available evidence and make a marketplace determination for payment distribution, without limiting any legal rights either party may have.

20. Chargebacks

Customers agree to contact RYDEO before initiating a payment chargeback.

Improper or fraudulent chargebacks may result in:

• account suspension;
• recovery proceedings;
• debt collection;
• permanent account closure.

Nothing in this clause limits statutory consumer rights.

21. Local Consumer Laws

Nothing in this Policy excludes, restricts or modifies any consumer guarantees, statutory rights or protections that cannot legally be excluded under applicable laws in the relevant jurisdiction.

Where local law provides greater rights than this Policy, those laws shall prevail to the extent of any inconsistency.

22. Policy Amendments

RYDEO may amend this Policy from time to time.

Updated versions become effective upon publication on the Platform unless otherwise required by applicable law.

Continued use of the Platform after an update constitutes acceptance of the revised Policy.

23. Contact

Questions regarding this Cancellation Policy may be directed through the RYDEO Help Centre or via the official support channels provided on the Platform.

24. Interpretation

In this Policy:

• “Host” and “Owner” have the same meaning.
• “Customer” and “Guest” have the same meaning.
• “Booking” means a confirmed rental transaction through RYDEO.
• “Platform” means the websites, mobile applications and associated services operated by DEFT Mechatronics Pty Ltd under the RYDEO brand.
• References to “including” or “includes” mean “including without limitation.”