Use this article to cancel a rental request or a paid rental, or, as a lender, to give a borrower a full or partial refund. You'll find all your bookings under Bookings in the app or on the website. You can also open a booking from the Open your booking button in your booking emails. To find out how much is refunded and when the money arrives, see Cancellation policy: how much is refunded when a rental is cancelled?.
How does a borrower cancel a rental request before paying?
A borrower can cancel a rental request free of charge at any time before paying.
Go to Bookings (select Borrowing if you see it), then open the request under Current bookings.
Select Cancel request.
In the window "Are you absolutely sure?", select Cancel request.
The request is cancelled and nothing is charged.
How does a borrower cancel a paid rental?
A borrower can cancel a paid rental until the pick up has been registered, which happens when the lender marks the item as handed out or confirms the borrower's pick up. How much the borrower gets back depends on the listing's cancellation policy and how close to the start date they cancel. See Cancellation policy.
Go to Bookings (select Borrowing if you see it), then open the booking under Current bookings.
Select Cancel the rental.
In the window "Are you absolutely sure?", check how much you will get back.
If you get less than the full amount, tick the box "I understand that I will be refunded [percentage]% of the rental amount."
Select Cancel the rental.
If you and the lender have agreed on a different refund, don't cancel the rental yourself. The lender must give the refund from their side.
The rental is cancelled immediately and the refund is started straight away. For how long it takes to reach your account, see "How long does a refund take?" in Cancellation policy.
If the booking is still waiting for verification, different refund rules apply. See "What happens to the payment while a booking is waiting for verification?" in Cancellation policy.
What should a borrower do if something goes wrong after picking up the item?
A borrower can't cancel a rental once the pick up has been registered. If the item is faulty, not as described or the rental can't go ahead:
Message the lender in the Hygglo chat and explain the problem.
Agree a solution with the lender, for example a full or partial refund.
Ask the lender to give the refund from the booking.
Don't try to cancel the rental yourself. If you and the lender can't agree, contact Hygglo Support (see "How do I get help with a cancellation or refund?").
How does a lender decline a rental request?
A lender can decline a rental request before it is approved.
Go to Bookings, then Lending, and open the request under Requests.
Select Deny rental request.
Confirm.
The request is declined. The borrower hasn't been charged, so there is nothing to refund.
How does a lender cancel a paid rental?
A lender who needs to cancel a paid rental does this by giving the borrower a full refund. A lender can cancel at any point until the rental is marked as returned, including after the item has been handed out. For what this means for the service fee and reviews, see "What happens if the lender cancels a rental?" in Cancellation policy.
Go to Bookings, then Lending, and open the booking under Upcoming bookings or Ongoing bookings.
Select Refund the rental.
If you're asked "Full or partial refund?", select Full refund.
In the window "Are you absolutely sure?", select Cancel the rental.
The rental is cancelled immediately and the borrower's refund is started straight away. This can't be undone.
How does a lender give a partial refund?
A lender can give a borrower a partial refund, for example if the item had a problem or the rental was shorter than planned. A partial refund doesn't cancel the rental. The lender can do this once the payment has been taken and until the rental is marked as returned.
Go to Bookings, then Lending, and open the booking under Upcoming bookings or Ongoing bookings.
Select Refund the rental.
Under "Full or partial refund?", select Partial refund.
In the window "Refund / give discount", enter the amount to refund in whole numbers, in your currency.
Select Repay.
The borrower's refund is started straight away. Hygglo's commission and the borrower's service fee are reduced automatically in proportion to the refund. A refund can't be undone.
You can give more than one partial refund on the same rental. You can't refund so much that the rental price drops below Hygglo's minimum price. To refund everything, cancel the rental instead.
What can a lender do if the rental has already been returned?
A lender can't give a refund once the rental is marked as returned. If a refund is still needed, contact Hygglo Support (see "How do I get help with a cancellation or refund?") and say which booking it's for and how much should be refunded.
How do I get help with a cancellation or refund?
You can get help from Larry, our AI agent, 24/7, or from Hygglo Support during opening hours. See How to contact us.