This article explains how you can rebook or cancel your existing booking via your customer account: Customer account – postpone, extend or cancel a booking.
The cancellation, rebooking, and payment rules differ depending on which option you choose when making your booking:
Payment
- You pay 100% directly at the time of booking
Rebooking
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Up to 60 days before collection: You can reschedule/extend your booking, but you would need to pay any potential price increase or receive a refund for any price decrease 💸
However: If you shorten your booking, it is considered a partial cancellation with no refund. ❌ - 60 days up to collection: You can reschedule/extend/shorten your booking, but you would need to pay any potential price increase and will not receive a refund for any price decrease. ❌
Cancellation
- No refund possible ❌
- Only the travel preparation fee will be refunded up to 48 hours before collection.
Why? Because it is a refundable fee for travel preparation (which then does not take place). However, 48 hours before collection, we have already prepared your vehicle.
➡️increased flexibility costs a slightly different fee depending on the country where you make your booking
➡️This option must be selected at the time of the initial booking (cannot be added later)
Payment
- Booking more than 60 days before collection: You pay 50% at the time of booking and the remaining 50% only 60 days before collection
- Booking 60 days or less before collection: You pay 100% directly at the time of booking
Rebooking
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Up to 14 days before collection: You can reschedule/extend/shorten your booking, but you would need to pay any potential price increase or receive a refund for any price decrease 💸
However: If you shorten your booking 21-14 days before pick-up, it is considered a partial cancellation with no refund. ❌ - 14 days up to collection: You can reschedule/extend/shorten your booking, but you would need to pay any potential price increase and will not receive a refund for any price decrease. ❌
Cancellation
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Up to 21 days before collection: In the event of a cancellation, you will receive a 100% refund, 💸 including Flex fee and travel preparation fee - but excluding the booking fee
Why? The booking fee is non-refundable as it is the fee for using the booking platform. -
21 days up to collection: No refund possible. ❌ Only the travel preparation fee will be refunded up to 48 hours before collection.
Why? Because it is a refundable fee for travel preparation (which then does not take place). However, 48 hours before collection, we have already prepared your vehicle.
Please note the following:
If you rebook for a later period, the cancellation rules remain unchanged.
Example: you rebook with Flex cancellation rules less than 21 days before pickup for a period in, for example, 9 months. If you then cancel, the rule still applies that you will not receive a refund.
Did you book before November 12th 2025?
In this case, the cancellation and rebooking rules that applied at the time of your booking will of course remain in effect:
Rebooking
Your advantage with us: If you wish to rebook, this is free of charge up to 48h before the start of your trip. The prices valid at the time of rebooking will always be applied. Only if the price for the rebooking is lower, a rebooking fee will be charged on the overpaid amount:
- If you rebook more than 60 days before the start of your trip: We will refund you the full overpaid amount.
- For a rebooking between 59 days and 48 hours before the start of your trip, the following conditions apply:
- With roadsurfer Flex option: We will issue you a voucher for the overpaid amount (excluding the Flex option fee).
- Without roadsurfer Flex option: We will charge 50% of the overpaid amount as a rebooking fee and issue you a voucher for the other 50%.
Please note the following:
If you rebook for a later period, the cancellation rules remain unchanged.
Example: you rebook between 59 days and 48 hours before pickup for a period in 9 months. If you then cancel, rule 2 still applies (100% voucher with Flex option or 50% voucher + 50% cancellation fee).
Cancellation
- If you cancel up to 60 days before the first day of rental: Your cancellation is free of charge (excluding the non-refundable booking fee).
- If you cancel between 59 days and 48 hours before the start of your trip: We will charge 50% of the total price as a cancellation fee and issue you a voucher for the other 50% (in the currency in which you booked). If you selected the roadsurfer Flex option when booking, we will issue you a voucher for the total amount (excluding the Flex option fee).
- Less than 48 hours before the start of your trip: It is no longer possible to cancel free of charge or to receive a voucher.
In your customer account you can see exactly which refunds you will receive, depending on when you cancel your booking:
In our rental terms and conditions at section B for USA / section C for Canada, 5. Cancellation you will find all cancellation scales and conditions.