Standard rental policy
Cancellation Policy
Policy version 13 August 2026
This standard policy sets clear, reciprocal consequences when a renter or owner cancels a MyJuhuu booking.
1. Scope and definitions
The cancellation deadline is measured from the agreed pickup time in the pickup location's timezone. The rental subtotal is the item rental price for the booked period. It excludes the refundable security deposit, MyJuhuu fees, delivery or optional extras, and taxes unless checkout expressly says otherwise.
- The security deposit is released when no handover occurred.
- MyJuhuu does not charge a success fee when no rental occurred.
- A release or refund may take additional time to appear because of bank processing.
2. Standard cancellation schedule
| Cancellation time | Renter cancels | Owner cancels |
|---|---|---|
| Before owner acceptance | Free withdrawal; no payment or hold. | Free decline; no payment or hold. |
| Accepted, before payment authorization | Free cancellation. | Free cancellation. |
| More than 72 hours before pickup | Full payment authorization released. | Full release or refund to the renter. |
| 24 to 72 hours before pickup | Owner receives 50% of the rental subtotal, capped at two rental days. | Renter receives a full release or refund plus compensation equal to 50% of the rental subtotal, capped at two rental days. |
| Less than 24 hours before pickup | Owner receives 100% of the rental subtotal, capped at three rental days. | Renter receives a full release or refund plus compensation equal to 100% of the rental subtotal, capped at three rental days. |
| No-show | Treated as cancellation less than 24 hours before pickup. | Treated as cancellation less than 24 hours before pickup. |
| After confirmed pickup | Cancellation is unavailable. Use the return, refund, or dispute process. | |
Owner compensation for a renter cancellation cannot exceed the applicable cap or the rental subtotal, whichever is lower. It is reduced by replacement income if the cancelled period is rebooked. The renter may show that no loss, or a substantially smaller loss, occurred.
3. Who is responsible?
- Owner-caused: the item is unavailable, unsafe, materially different from its listing, or not provided at the agreed place and time. This classification applies even if the renter presses the cancellation button.
- Renter-caused: the renter does not complete disclosed eligibility or verification requirements, does not arrive, or cannot take the item for a reason not caused by the owner.
- Mutual: cancellation is free only when both parties confirm the agreement in MyJuhuu.
4. No-show procedure
- The present party selects Other party has not arrived and sends a booking message.
- MyJuhuu alerts the absent party and starts a 30-minute grace period.
- The present party waits at the agreed pickup point when it is safe to do so.
- After the grace period, the present party confirms the no-show and provides reasonable time-and-location evidence.
- MyJuhuu classifies responsibility and applies the policy.
Users are never required to photograph another person or publish a private address.
5. Serious-event exceptions
MyJuhuu may waive or adjust consequences for documented serious illness, accident, bereavement, official travel disruption, dangerous weather, an official emergency, or another event outside the party's reasonable control. The affected party must contact support promptly and provide reasonably necessary evidence. Sensitive evidence is handled privately.
6. Refunds and compensation
- Releases and refunds return to the original payment method when possible.
- Owner-caused renter compensation is funded from the owner's available balance, future payouts, or verified payment method. MyJuhuu may provide an equivalent platform credit while collection is pending.
- No amount is taken from the security deposit solely because of cancellation.
- A completed rental cannot be cancelled. Later refunds and damage claims use their separate processes.
7. Review, disputes, and repeated cancellations
Either party may dispute the timing, responsibility classification, amount, rebooking adjustment, or exception decision through support. MyJuhuu may review booking records, messages, timestamps, payment records, and evidence from both parties. Automatic fund movement pauses when a genuine dispute requires review.
Repeated late cancellations, no-shows, false classifications, or abuse of exceptions may affect reliability signals or result in booking limits or account restrictions.
8. Mandatory legal rights
This policy does not limit rights that cannot lawfully be limited. Statutory consumer rights may differ depending on whether the owner acts as a private individual or a trader. Where mandatory law gives a user greater protection, that law prevails.