Renting with GoGet Finding your gear

Renting with GoGet Booking your gear

Q
What is the GoGet cancellation policy?
GoGet has a strict cancellation policy that applies to renters and owners.
Because cancellations disrupt renters' and owners' plans and impact confidence in the GoGet community, the following penalties will be applied for:
Owner cancellations
  • Loss of star rating: Stars will be deducted from your star rating. The amount deducted will depend on when you cancelled the booking:
    • Cancellation made up to 48 hours prior to collection, we'll deduct one star from your star rating.
    • Cancellation made within 48 hours prior to collection, we'll deduct two stars from your star rating.
  • Automated review: An automated review will be posted to your listing's profile indicating that you cancelled one of your bookings. These reviews can't be removed.
  • Account suspension: If you cancel 3 or more bookings within a year, we may deactivate your listing.
Renter cancellations
  • Cancellation Fees: A fee will be deducted from your total rental amount following the cancellation. The amount deducted will depend on when you cancelled the booking:
    • Cancellation made up to 30 days prior to collection, we'll deduct 0% of the rental amount and 100% of the GoGet service fee amount.
    • Cancellation made up to 48 hours prior to collection, we'll deduct 50% of the rental amount and 100% of the GoGet service fee amount.
    • Cancellation made within 48 hours prior to collection, we'll deduct 100% of the rental amount and 100% of the GoGet service fee amount.
Learn more about our cancellation policy.
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Q
Can I message an owner without sending a booking request?
Yes. You can message an owner on GoGet to ask them questions about their availability, their listing(s), and your specific needs.
To message an owner without sending a booking request:
  • On goget.co.za, go to the listing for the owner you want to contact.
  • Click Contact Owner on the listing page.
  • Write your message and click Send Message.
Make sure to review the listing page before reaching out to clarify anything you need from the owner.
For your safety and privacy, we don't share you or your owner's phone number before you have a confirmed booking.
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Q
How do I contact my owner?
Once an adventure is confirmed
If you have a confirmed booking, you can call the owner, or message them on the site to communicate about your adventure.
You can find the owner's phone number in your Confirmed Bookings/Active Bookings or your Booking Itinerary, where you can also send the owner a message.
After an adventure
After an adventure, you can send a message to your owner in your inbox if you have anything you need to follow up with them about.
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Q
How do I contact an owner before sending a booking request?
If you want to contact an owner before sending a booking request, send them a message on GoGet.
Before sending a booking request
If you want to find out more about a listing, or owner before booking, you can message the owner on GoGet. Make sure to review the listing page or gear description to clarify anything you need from the owner.
To message an owner before sending a booking request:
  • On goget.co.za, go to the listing for the owner you want to contact.
  • Click Contact Owner on the listing page.
  • Write your message and click Send Message.
For your safety and privacy, you can't call the owner before your request is accepted and you have made payment. Learn more about why it's good to keep communication and transactions on GoGet.
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Q
Can I view a listing before I book?
We encourage all owners and renters to complete their bookings through our website before meeting in person to best ensure their safety and privacy.
There are many ways to learn more about the listing and the owner without seeing the gear, including:
  • Private messaging
  • Profile verifications
  • Reviews
  • High quality photos
Owners also need to provide information about themselves before accepting bookings on the site.
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Q
I can't get in touch with my owner?
If you're having trouble getting in touch with your owner, here are a few suggestions:
  • Give your owner a little time to respond.
  • Try contacting your owner using a different form of communication. You can try reaching them by:
    • Sending a message on GoGet: Find your owner in your My Messages and send them a note.
    • Phone: Go to your Confirmed Bookings / Active Bookings, find your preferred booking and use the phone number listed.
If you've taken these steps, and your owner is still unresponsive, you can contact us.
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Q
Should I book if I have not heard back from the owner?
Once you've found a listing for your adventure, we recommend messaging the owner to double check the availability of the gear for your dates.
Message the owner before requesting
You have to request that the owner accept your booking. It's a good idea to message the owner before requesting, since they can answer questions about their gear, as well as let you know if it's available.
To contact an owner from the listing page, click Contact Owner and ask the owner any questions you have. Most owners respond within a few hours. Keep in mind that the owner may not have Internet access at the moment.
The owner isn't responding
If an owner hasn't responded, consider reaching out to other owners in the area. You can message as many owners as you'd like, so it's up to them to respond to you in a timely fashion or risk losing their chance at having you as a renter.
Sending multiple requests
Unless you're planning on renting multiple gear items for the same dates, make sure you don't submit more than one booking request at a time, as you may end up booking multiple gear items during the same time period.
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Q
How do I view and send messages?
The renter will always have the option to message an owner, prior to sending a booking request. To message an owner prior to sending a booking request:
  • Go to your preferred listing
  • Click Contact Owner
  • Type up your message
  • Click Send Message
Owners and Renters are able to communicate with each other via GoGet's secure messaging system before, during, and after a confirmed booking.
All messages will appear in your My Messages.
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Q
What does each booking status mean?
If you want to see the status of your booking, you can find your status in View gear where I am the RENTER under My Stuff.
Once you've found your status, you can see the details of the status below.
Booking statuses:
  • Inquiry: A renter sent a message to an owner, but hasn't submitted a booking request. In response, the owner can send a message.
  • Booking Request: A renter sent a message to an owner by submitting a booking request for specific dates. The owner will need to either accept or decline the request within 24 hours before it expires.
  • Pending: The owner has 24 hours to respond and the renter has 24 hours to make payment, before the request expires.
  • Confirmed: An owner accepted a renter's booking request and a renter has committed by making payment.
  • Active: The rental period is active. The rental period starts on the collection date and ends on the return date.
  • Declined: An owner declined a renter's booking request. No charge is made to the renter.
  • Expired: An owner took more than 24 hours to respond to a pending booking request or a renter took more than 24 hours to make payment. If the owner wants to accommodate the expired request, the renter will need to send another booking request.
  • Cancelled: An owner or renter cancelled a confirmed booking or an active booking.
  • Awaiting Payment: An owner chose to accept a renter's booking request and the renter has 24 hours to successfully make payment. Otherwise, the booking request will expire without penalty.
  • Completed: A booking has been successfully completed.
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Renting with GoGet Booking requests

Q
What is the GoGet cancellation policy?
GoGet has a strict cancellation policy that applies to renters and owners.
Because cancellations disrupt renters' and owners' plans and impact confidence in the GoGet community, the following penalties will be applied for:
Owner cancellations
  • Loss of star rating: Stars will be deducted from your star rating. The amount deducted will depend on when you cancelled the booking:
    • Cancellation made up to 48 hours prior to collection, we'll deduct one star from your star rating.
    • Cancellation made within 48 hours prior to collection, we'll deduct two stars from your star rating.
  • Automated review: An automated review will be posted to your listing's profile indicating that you cancelled one of your bookings. These reviews can't be removed.
  • Account suspension: If you cancel 3 or more bookings within a year, we may deactivate your listing.
Renter cancellations
  • Cancellation Fees: A fee will be deducted from your total rental amount following the cancellation. The amount deducted will depend on when you cancelled the booking:
    • Cancellation made up to 30 days prior to collection, we'll deduct 0% of the rental amount and 100% of the GoGet service fee amount.
    • Cancellation made up to 48 hours prior to collection, we'll deduct 50% of the rental amount and 100% of the GoGet service fee amount.
    • Cancellation made within 48 hours prior to collection, we'll deduct 100% of the rental amount and 100% of the GoGet service fee amount.
Learn more about our cancellation policy.
Was this helpful?
 Yes  No

Q
Can I message an owner without sending a booking request?
Yes. You can message an owner on GoGet to ask them questions about their availability, their listing(s), and your specific needs.
To message an owner without sending a booking request:
  • On goget.co.za, go to the listing for the owner you want to contact.
  • Click Contact Owner on the listing page.
  • Write your message and click Send Message.
Make sure to review the listing page before reaching out to clarify anything you need from the owner.
For your safety and privacy, we don't share you or your owner's phone number before you have a confirmed booking.
Was this helpful?
 Yes  No

Q
How do I contact my owner?
Once an adventure is confirmed
If you have a confirmed booking, you can call the owner, or message them on the site to communicate about your adventure.
You can find the owner's phone number in your Confirmed Bookings/Active Bookings or your Booking Itinerary, where you can also send the owner a message.
After an adventure
After an adventure, you can send a message to your owner in your inbox if you have anything you need to follow up with them about.
Was this helpful?
 Yes  No

Q
How do I contact an owner before sending a booking request?
If you want to contact an owner before sending a booking request, send them a message on GoGet.
Before sending a booking request
If you want to find out more about a listing, or owner before booking, you can message the owner on GoGet. Make sure to review the listing page or gear description to clarify anything you need from the owner.
To message an owner before sending a booking request:
  • On goget.co.za, go to the listing for the owner you want to contact.
  • Click Contact Owner on the listing page.
  • Write your message and click Send Message.
For your safety and privacy, you can't call the owner before your request is accepted and you have made payment. Learn more about why it's good to keep communication and transactions on GoGet.
Was this helpful?
 Yes  No

Q
Can I view a listing before I book?
We encourage all owners and renters to complete their bookings through our website before meeting in person to best ensure their safety and privacy.
There are many ways to learn more about the listing and the owner without seeing the gear, including:
  • Private messaging
  • Profile verifications
  • Reviews
  • High quality photos
Owners also need to provide information about themselves before accepting bookings on the site.
Was this helpful?
 Yes  No

Q
I can't get in touch with my owner?
If you're having trouble getting in touch with your owner, here are a few suggestions:
  • Give your owner a little time to respond.
  • Try contacting your owner using a different form of communication. You can try reaching them by:
    • Sending a message on GoGet: Find your owner in your My Messages and send them a note.
    • Phone: Go to your Confirmed Bookings / Active Bookings, find your preferred booking and use the phone number listed.
If you've taken these steps, and your owner is still unresponsive, you can contact us.
Was this helpful?
 Yes  No

Q
Should I book if I have not heard back from the owner?
Once you've found a listing for your adventure, we recommend messaging the owner to double check the availability of the gear for your dates.
Message the owner before requesting
You have to request that the owner accept your booking. It's a good idea to message the owner before requesting, since they can answer questions about their gear, as well as let you know if it's available.
To contact an owner from the listing page, click Contact Owner and ask the owner any questions you have. Most owners respond within a few hours. Keep in mind that the owner may not have Internet access at the moment.
The owner isn't responding
If an owner hasn't responded, consider reaching out to other owners in the area. You can message as many owners as you'd like, so it's up to them to respond to you in a timely fashion or risk losing their chance at having you as a renter.
Sending multiple requests
Unless you're planning on renting multiple gear items for the same dates, make sure you don't submit more than one booking request at a time, as you may end up booking multiple gear items during the same time period.
Was this helpful?
 Yes  No

Q
How do I view and send messages?
The renter will always have the option to message an owner, prior to sending a booking request. To message an owner prior to sending a booking request:
  • Go to your preferred listing
  • Click Contact Owner
  • Type up your message
  • Click Send Message
Owners and Renters are able to communicate with each other via GoGet's secure messaging system before, during, and after a confirmed booking.
All messages will appear in your My Messages.
Was this helpful?
 Yes  No

Q
What does each booking status mean?
If you want to see the status of your booking, you can find your status in View gear where I am the RENTER under My Stuff.
Once you've found your status, you can see the details of the status below.
Booking statuses:
  • Inquiry: A renter sent a message to an owner, but hasn't submitted a booking request. In response, the owner can send a message.
  • Booking Request: A renter sent a message to an owner by submitting a booking request for specific dates. The owner will need to either accept or decline the request within 24 hours before it expires.
  • Pending: The owner has 24 hours to respond and the renter has 24 hours to make payment, before the request expires.
  • Confirmed: An owner accepted a renter's booking request and a renter has committed by making payment.
  • Active: The rental period is active. The rental period starts on the collection date and ends on the return date.
  • Declined: An owner declined a renter's booking request. No charge is made to the renter.
  • Expired: An owner took more than 24 hours to respond to a pending booking request or a renter took more than 24 hours to make payment. If the owner wants to accommodate the expired request, the renter will need to send another booking request.
  • Cancelled: An owner or renter cancelled a confirmed booking or an active booking.
  • Awaiting Payment: An owner chose to accept a renter's booking request and the renter has 24 hours to successfully make payment. Otherwise, the booking request will expire without penalty.
  • Completed: A booking has been successfully completed.
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