Cancellation & Refund Policy

When you book, you pay a reservation payment online through our payment processor. It covers Roam’s service fee, any Roam-provided add-on (such as roadside assistance), and card / e-wallet processing — and it is what secures your dates. It is charged in Philippine pesos (₱), and appears on your card or e-wallet statement as Roam Rentals.

The rest of the rental — the owner’s share of the price, any fuel add-on, and any security deposit — is paid directly to the owner at pickup, in cash or GCash. Roam never holds that money or the deposit, so this policy governs only the online reservation payment. The deposit is set, held, and returned by the owner under their own rental contract.

Cancel 48 hours or more before the pickup day and your reservation payment is refunded in full, including processing. Your dates are released for other riders and there is no penalty.

The 48-hour window is measured from the start of the pickup day (00:00, Manila time). For example, if your pickup date is the 10th, the free- cancellation window closes at 00:00 on the 8th, Manila time.

Cancel less than 48 hours before the pickup day — or fail to show up for the handover — and the reservation payment is not refunded. Forfeiting that payment is the entire penalty: Roam never keeps a card on file and never takes any further or separate charge for a cancellation or no-show.

Because a no-show also leaves the other party stranded, the party left waiting is compensated ₱750 per two days of the booking, and a no-showing account may be suspended or banned.

If the owner cancels, or is not there for the handover, none of it is on you: your reservation payment is refunded in full, and we help you find a replacement vehicle for the same dates wherever we can.

• Refunds always go back to the original card or e-wallet you paid with — we can’t redirect a refund to a different method.
• We process eligible refunds promptly once a booking is cancelled. Your bank or e-wallet then takes its own time to post it — usually 5–10 business days.
• A refund returns the full reservation payment you were charged, including processing; we don’t deduct a fee from a refund.

Cancel from your Trips page, where the refund you’ll receive is shown before you confirm. If you can’t reach the page or something has gone wrong with a booking, email info@roam.rentals and we’ll sort it out.

If you think you were charged in error — a duplicate charge, or an amount that doesn’t match your booking — contact us at info@roam.rentals within 60 days and we’ll investigate and correct any genuine error. Nothing in this policy limits refund rights you have under applicable law.

We may update this policy as the service grows. The reservation payment and refund window that apply to your booking are the ones shown at the time you book. When we change this policy we update the date at the top of the page.