Sometimes plans change and you need to cancel a car rental. Sicarro has a straightforward cancellation policy designed to be fair to both drivers and car owners. This guide covers everything you need to know about canceling a booking, refunds, and how to minimize the impact on your account.
💡 Quick Summary: Cancel 48+ hours before pickup for a full refund. 24-48 hours for 50% refund. Less than 24 hours — no refund. The earlier you cancel, the better for everyone.
How to Cancel a Booking
Step-by-Step Cancellation
- Log in to your Sicarro account
- Go to My Bookings from the dashboard
- Find the booking you want to cancel
- Click "Cancel Booking"
- Select a cancellation reason from the dropdown menu:
- Change of travel plans
- Found a better option
- Personal emergency
- Flight canceled or rescheduled
- Other (with text field for explanation)
- Review the refund amount displayed based on your cancellation timing
- Click "Confirm Cancellation"
- You'll receive a cancellation confirmation via email and SMS
⚠️ Cancellation Is Final: Once confirmed, a cancellation cannot be undone. If you change your mind, you'll need to create a new booking (subject to availability).
Cancellation Tiers and Refunds
The refund you receive depends on when you cancel relative to your scheduled pickup time:
| Cancellation Window | Refund Amount | Details |
|---|---|---|
| 48+ hours before pickup | 100% refund | Full refund of rental fee and service fee. Security deposit hold is released immediately. |
| 24-48 hours before pickup | 50% refund | 50% of the rental fee is refunded. Service fee is non-refundable. Security deposit is released. |
| Less than 24 hours before pickup | No refund | Rental fee and service fee are non-refundable. Security deposit is released. |
| No-show (didn't pick up) | No refund | Full charge applies. This also negatively impacts your account standing. |
✅ Security Deposit: Regardless of when you cancel, your security deposit hold is always released. It was never charged — only held as a pre-authorization.
Refund Process and Timeline
How Refunds Are Processed
- Refunds are issued to your original payment method
- You'll receive a refund confirmation email with the amount
- The refund appears as a separate transaction on your statement
Refund Timelines by Payment Method
| Payment Method | Refund Timeline |
|---|---|
| Credit card | 3-5 business days |
| Debit card | 5-10 business days (depends on your bank) |
| Bitcoin Lightning | Instant to 24 hours |
What If My Refund Doesn't Arrive?
- Check your email for the refund confirmation
- Allow the full processing time before contacting support
- Check your bank or card statement carefully — refunds sometimes appear with a different merchant name
- For Bitcoin refunds, check your Lightning wallet transaction history
- Contact support@sicarro.com with your booking ID if the refund hasn't arrived after the expected timeline
Supplier-Initiated Cancellations
In rare cases, a car owner may need to cancel your booking. Here's what happens:
When Suppliers May Cancel
- Vehicle mechanical issue or breakdown
- Emergency or unforeseen circumstances
- Vehicle damage from a previous rental
- Administrative error (double-booking)
Your Protections
- You receive a full refund (100%) regardless of timing — no penalty for supplier cancellations
- Refund is processed immediately upon cancellation
- Sicarro will notify you immediately via email, SMS, and in-app notification
- Our support team may proactively help you find a replacement vehicle at a comparable price
- The supplier's cancellation rate is tracked, and frequent cancellations result in penalties on their account
💡 What to Do: If a supplier cancels your booking, don't panic. Check your Sicarro dashboard for replacement suggestions, or search for a new car immediately — the best options go fast!
Force Majeure and Emergency Cancellations
Extraordinary circumstances may qualify for special cancellation treatment:
What Qualifies
- Natural disasters — earthquakes, hurricanes, volcanic eruptions, severe flooding
- Government travel restrictions — entry bans, lockdowns, mandatory evacuations
- Medical emergencies — hospitalization or serious illness preventing travel (with documentation)
- Flight cancellations — airline-initiated cancellations of your flight to/from El Salvador (not voluntary changes)
- Death of immediate family member — with documentation
How to Request an Emergency Cancellation
- Contact Sicarro support at support@sicarro.com or via WhatsApp
- Explain the situation and provide any supporting documentation:
- Airline cancellation notice
- Medical documentation
- Government advisory or travel ban notice
- Our team will review your case within 24-48 hours
- If approved, you may receive a full refund or booking credit regardless of the standard cancellation timeline
⚠️ Documentation Required: Emergency cancellation requests without supporting documentation will be processed under the standard cancellation policy. Always provide evidence when requesting an exception.
Impact on Your Account
Cancellations are a normal part of travel, but frequent cancellations can affect your account:
Cancellation Rate
- Your profile includes a cancellation rate (percentage of bookings canceled by you)
- This rate is visible to suppliers when you request a booking
- A high cancellation rate may lead suppliers to decline your booking requests
Thresholds
| Cancellation Rate | Impact |
|---|---|
| Under 10% | Excellent — no impact on your account |
| 10-25% | Fair — suppliers can see the rate but no restrictions |
| Over 25% | Warning — you may receive a notice and be restricted from instant booking |
| Over 50% | Restricted — account review may be triggered |
No-Shows
- Failing to pick up a car without canceling (no-show) is more serious than a cancellation
- No-shows count as cancellations and carry additional weight
- Repeated no-shows may result in account suspension
- Always cancel formally — even if it's last minute, canceling is better than a no-show
How to Avoid Cancellations
Reduce your cancellation rate with these practices:
- Confirm your travel plans before booking — are your flights confirmed? Hotel reserved?
- Read the listing carefully — make sure the car meets all your needs before booking
- Check the cancellation window — book early so you have time to cancel for free if plans change
- Use request booking if you're unsure — it gives you a window to communicate with the supplier before payment is processed
- Modify instead of cancel — if you need to change dates, a modification is better than canceling and rebooking
- Communicate with the supplier — if you're considering canceling, talk to the supplier first. They may be able to accommodate a change
✅ Pro Tip: If you're not 100% sure about your plans, book a car with the "Free cancellation" badge and cancel more than 48 hours before pickup if needed — no cost and no impact.
Rebooking After Cancellation
After canceling, you can book another car immediately:
How to Rebook
- Go back to the search page
- Search for cars with your updated dates/preferences
- Book a new car as usual — instant or request-based
Tips for Rebooking
- The car you canceled may still be available — you can rebook the same vehicle if it hasn't been taken by someone else
- If you canceled due to price, look for cars with weekly discounts or try adjusting your dates
- Consider instant booking cars for guaranteed availability if you need certainty
- Your cancellation refund and new booking payment are handled as separate transactions
Frequently Asked Questions
Can I get a refund if I cancel during the rental?
If you return the car early, the remaining unused days are generally not refunded. However, you can contact the supplier and Sicarro support to discuss your situation. Some suppliers may offer a partial refund for early returns at their discretion.
What if the supplier doesn't show up for pickup?
If the supplier fails to deliver the car at the agreed time and doesn't respond to messages, contact Sicarro support immediately. You'll receive a full refund, and the supplier's account will be reviewed.
Can I cancel a booking that's already been modified?
Yes. The cancellation policy applies based on the current pickup time (after modification), not the original booking time.
Is the service fee refundable?
The service fee is fully refunded only for cancellations made 48+ hours before pickup. For cancellations within 24-48 hours, the service fee is non-refundable.
What if I need to cancel due to COVID-19 or similar?
Government-mandated travel restrictions qualify for the force majeure policy. Contact support with documentation for a full refund or credit.
Need help with a cancellation? Our team is available at support@sicarro.com or via WhatsApp to assist you.
