Cancellation policy

Mutu Cancellations

Cancellation policy wording

Our General Terms of Service and Privacy Policy apply to this policy.

Our Cancellations Policy is designed to protect both lenders and borrowers.

For Lenders

You won’t be charged for cancelling a rental, unless it’s within 48 hours of the rental start date — in this case, you’ll be charged a 30% fee of the full rental value.

For Borrowers

Cancelling a rental:

If you cancel within 48 hours of the start date, you’ll incur a fee of 30% of the rental amount — the remainder of the rental amount will be refunded to you.

Please note that if you book a rental within 48 hours of the rental start date (e.g. if you book a rental for on Monday evening for Wednesday morning), then you will incur a 30% cancellation fee.

If you cancel a rental outside 48 hours from the start date of the rental you will receive a full refund less the payment fee.


If a lender cancels a rental within 48 hours, you’ll be notified and fully reimbursed, and our resolutions team will do all they can to help you find an alternative item. If you weren't expecting the rental to be cancelled, let us know as soon as possible.

If the lender doesn’t show up to hand over the item, please contact us as soon as possible — you’ll need to contact us within 24 hours of when the rental was scheduled to begin to receive a full reimbursement of the cost of the rental.

Our Cancellations Policy is in place to protect lenders and borrowers against last-minute cancellations — click below to read our full Terms of Service:

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