1. Scope
This Policy applies with the vehicle-specific terms and booking snapshot. The applicable version and material cancellation consequences are shown before confirmation.
2. Cancellation by renter
For new bookings under marketplace-cancellation-v1, the Carpal prepayment is 10% of basic rent. Extras and deposit are excluded from that basis. Remaining rent and deposit are paid to the host at pickup.
Renter cancellation more than 48 hours before the agreed pickup refunds 100% of the paid prepayment. Exactly 48 hours or less refunds 0%: the host receives 90% of the retained prepayment and Carpal retains 10% as commission. For pickup on October 10 at 12:00 Bishkek time, a full refund is available only before October 8 at 12:00; at that time and afterwards, the prepayment is retained.
3. Cancellation by host
If the host cancels or the vehicle is not handed over, 100% of the paid prepayment is refunded regardless of timing. Report non-delivery to support rather than cancelling because your plans changed.
4. No-show and delay
Tell the other party about a delay through chat or an available contact. A no-show should be recorded only after a reasonable wait considering the agreed place and circumstances.
5. Emergencies
Official restrictions, road closures, documented illness, emergencies, or an unsafe vehicle are reviewed individually based on evidence. Mandatory legal rights remain unaffected.
6. Refunds and disputes
Carpal staff process refunds to the payer. The exact calculation is shown before cancellation; the booking shows status after the actual transfer is confirmed. No transfer deadline is currently set. Existing bookings retain their accepted terms; support review is needed if financial terms are missing from the snapshot.