Cancellations and refunds

Cancelling is quick and the rules are simple. This page is part of our Terms and Conditions.

Before you pay

• A Borrower can cancel a request or an accepted booking at any time before paying. Nothing is charged.
• A Lender can decline a request, or cancel an accepted booking that hasn’t been paid.
• If a Borrower doesn’t pay within 48 hours of the Lender accepting, the booking is released automatically and the dates are free again. Nothing is charged.

After you pay, before pickup

• A Borrower who cancels a paid booking before pickup is confirmed gets a full refund of the hire fee and the bond.
• If a Lender cancels a paid booking, the Borrower is refunded in full, including the bond.
• Refunds go back to the card used to pay. Your bank can take a few business days to show them.
• To cancel, open My bookings and choose Cancel and refund.

After pickup

Once pickup has been confirmed, a booking can’t be cancelled. If something is wrong, report an issue on the booking. Reporting an issue pauses the bond refund while the LendMe team reviews the photos and messages.

If the item isn’t as described

If an item is very different from the listing, is unsafe, or the Lender doesn’t turn up, don’t confirm pickup. Message the Lender, then cancel the booking for a full refund if it can’t be sorted, and use the Help button if you need us.

Hourly bookings

Hourly bookings follow the same rules. The start time is the start of the booking.

Late returns

Please return items on time and tell the Lender early if you’re running late. Agree any extra time through Messages. The Lender can report an issue if a late return causes a problem.

LendMe’s right to cancel

We may cancel a booking and refund the Borrower in full where needed for safety, fraud prevention, a listing that breaks our rules, or a payment problem.

Your legal rights

Nothing on this page limits any right you have under the Australian Consumer Law.

Questions

See the FAQ or use the Help button.