Refund & Cancellation Policy

Last updated: September 2026

This policy explains how you can cancel a booking on Salis, when bookings may be cancelled automatically, and how refunds work.

1. Agent Cancellation Policies

Each agent on Salis sets its own cancellation terms, which are shown on the product page and during booking.
Please review the agent's cancellation terms before confirming your booking.
This policy sets out the general rules that apply to all bookings on Salis alongside the agent's terms.

2. Cancelling a Booking

You can cancel a booking that is Pending or Confirmed from your booking details page.
Once a rental has started, it can no longer be cancelled through the platform. Please contact the agent directly.
Depending on the agent's terms and how close to pickup you cancel, a cancellation fee may apply.
If you used a promo code, it becomes available to use again after you cancel.

3. Automatic Cancellations

A booking may be cancelled automatically, without any fee to you, if:

The agent has not confirmed it within 24 hours of the start time
Required documents have not been uploaded within 48 hours of booking
The booking dates pass while it is still pending

You will be notified whenever one of your bookings is cancelled.

4. Cancellations by the Agent

If an agent declines or cancels your booking, you will receive a full refund of any amount paid online, and no cancellation fee will apply.

5. How Refunds Work

Online payments: eligible refunds are returned to your original payment method within 5–10 business days. The exact time depends on your bank or card issuer.
Pay at Store: no payment is taken through Salis, so there is nothing to refund through the platform. Any amounts paid directly to the agent are refunded by the agent.
Security deposits: collected and returned by the agent after the product is returned and inspected.

6. Non-Refundable Amounts

The following are generally not refundable:

Cancellation fees under the agent's terms
No-shows, where you do not collect the product without cancelling
Unused rental time after returning a product early
Charges for damage, late returns, fuel, excess mileage, traffic fines, or tolls

7. Changes & Extensions

If you change or extend a booking, any price difference will be shown before you confirm.
If a change reduces the booking total, any refund will be handled according to this policy and the agent's terms.

8. Refund Requests & Disputes

If you believe you are owed a refund, or you have not received a refund within the expected time, please contact us with your booking reference. Our team will review your request with the agent and get back to you.