For owners

• Send an email to RentSmart at customer.care@rentsmartasia.com and provide the order number and reason of cancellation
• By cancelling an approved booking, owner must acknowledge that a cancellation fee will be charged on them
• RentSmart will credit the refund to the renter’s account

If the owner cancels an approved order, a fee of 30% of the rental fee is charged to the Owner. When owner rejects an order, no charge will be given

In the event where an order is cancelled by renter due to poor listing by owner, e.g., item does not match the listing or item does not up to customer expectation, owner will be charged 30% of rental fee.

For renters

How do I cancel my rental request?

• Send an email to RentSmart at customer.care@rentsmartasia.com and provide the order number and reason of cancellation
• RentSmart will contact the owner and notify about the cancellation request
• Upon confirmation with owner, RentSmart will get back to the renter

If the renter cancels an order after the owner approves the order

• More than 48 hours prior to the rental start date, then 50% of rental fee is refunded. Security deposit and add-ons are 100% refundable
• Less than 48 hours prior to the rental start date, there is no refund

If the renter cancels an order that has not yet been approved by the owner, they will get a full refund without being charged. 

In the event where renter cancels an order due to poor listing owner, e.g., item does not match the listing or item does not up to customer expectation, then renter is entitled to a full refund without being charged if reported within 24 hours upon item being received

Useful Link: https://www.rentsmartasia.com/cancellation-extension-and-reschedule-guides/