Policies Terms & policies

Q
What is the GoGet Service Fee?
To help operate the GoGet Platform, we charge Renters a service fee every time a booking is accepted. The amount of renter service fee varies and is based on a percentage of the booking subtotal. The exact amount of the renter service fee is displayed before the Renter confirms a booking. Renter service fees typically range between 15-17% of the rental fees and vary depending on the specifics of the booking.
After entering the exact dates for a booking, you'll see the renter service fee included as part of the booking details. On the booking confirmation page before submitting a booking request, you will see a breakdown of your transaction. The exact amount of the renter service fee charged for past bookings is also located on your renter billing invoice.
Was this helpful?
 Yes  No

Q
What are GoGet's Extenuating Circumstances?
GoGet has very strict cancellation policies. However, we do understand that at times, certain circumstances outside of an owner or renter's control can impact their ability to meet the terms of a booking.
In rare instances, if GoGet determines that a Renter's reason for cancellation falls within GoGet's extenuating circumstances parameters, GoGet may waive the renter cancellation penalties outlined in GoGet's cancellation policy and make refund decisions. If GoGet determines that an Owner's reason for cancellation falls within GoGet's extenuating circumstances parameters, GoGet may waive the owner cancellation penalties outlined in GoGet's cancellation policy.
What might be covered?
Valid extenuating circumstances include:
  • Unexpected death or serious illness of an owner, renter or immediate family member
  • Serious injury that directly restricts a renter's ability to rent or an owner's ability to facilitate a rental
  • Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
  • Urgent travel restrictions or severe security advisories issued after the time of booking, by an appropriate national or international authority (such as a government office or department)
  • Endemic disease declared by a credible national or international authority (such as the World Health Organization)
  • Severe gear damage or unforeseen maintenance issues that directly impact the ability to facilitate a rental safely
  • Government-mandated obligations issued after the time of booking
If you need to make a claim
Claims can only be considered after a booking has been cancelled. Once you have informed your owner or renter and cancelled a booking, if you feel that your reason for cancellation is covered by GoGet's extenuating circumstances parameters, contact GoGet for consideration. We generally require valid supporting documentation.
Was this helpful?
 Yes  No

Q
What is GoGet's Renter Refund Policy?
If you experience a collection issue that prevents you from being able to complete an adventure with GoGet, and you're unable to resolve with your owner, our renter refund policy may be applied in certain circumstances.
Eligible collection issues
Situations that may be eligible for a refund under this policy generally fall into one of three categories:
  • The owner fails to provide reasonable access to the booked gear.
  • The gear booked is misrepresented. (example: a jet ski is listed under the bicycle category)
  • The gear isn't generally clean or is unsafe.
GoGet will provide you with a refund for any unused days left in your booking. The amount of any refund will depend on the nature of the collection issue suffered.
Submit a valid claim for refund
To submit a valid claim for your booking, you are required to:
  • Cancel your booking within 48 hours after the collection date. Once a booking has been cancelled you will be required to complete a renter refund form. Information pertaining to the form may include photographs, or other evidence of the issue.
  • Be responsive to our requests for additional information and cooperation.
  • Not have directly or indirectly caused the collection issue.
  • Have used reasonable efforts to remedy the circumstances of the collection issue with the owner prior to making a claim, including messaging your owner on GoGet to notify them of the issue. We'll verify this in your account.
Review the Renter Refund Policy Terms for more details, including more information about what qualifies as a collection issue.
Was this helpful?
 Yes  No

Q
What is the GoGet Gear Cover Guarantee?
The GoGet Gear Cover Guarantee provides protection to an owner for damage to or loss of gear in the event of renter damage or loss above the damage co-payment.
Learn more about the Gear Cover Guarantee or the Gear Cover Guarantee Terms.
Was this helpful?
 Yes  No