Your Adventure Preparing for your adventure

Your Adventure During your adventure

Your Adventure Change of plans

Your Adventure Resolving a problem?

Q
What should I do if something's not as expected when I collect?
Inform your owner
If you notice that something is missing, not working, or otherwise not what you expected when you collect, inform your owner. Giving them the chance to fix an issue is the fastest way to make sure you get what you need, and can continue on with your adventure as planned. If your owner is not able to accommodate you, you can request a refund.
Within 48 hours after the collection date
If it's within 48 hours after the collection date, check our renter refund policy to see if the issue you're experiencing qualifies for a refund. If it does, you'll need to message your owner through GoGet to notify them of the issue, take photos to document the issue, then contact GoGet. You can see a complete explanation of coverage in our Renter Refund Policy.
More than 48 hours after the collection date
Inform your owner and try to resolve the issue directly. Most of the time owners and renters are able to resolve issues directly.
If you and your owner have trouble reaching an agreement, you'll be able to ask GoGet for help.
Remember: In an emergency situation, or if your personal safety is threatened, contact local police or emergency services immediately.
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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
What happens if my owner cancels my booking?
Before collection
GoGet will provide you with a full refund including your rental fee, GoGet service fee, and your damage co-payment.
After collection
GoGet will provide you with a refund for the GoGet service fee, your damage co-payment and your rental fee for the remaining days not used.
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Q
What should I do if I damage or lose the gear I'm renting?
If you damage or lose your owner's gear during your adventure, contact your owner to let them know as soon as possible. If the incident includes a third party, make sure you file a police report.
Once you've agreed on an amount for the repair or replacement, you can resolve the issue with your owner directly. If you aren't able to come to a resolution with your owner, you'll be able to involve GoGet in your case.
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Q
How do I request a refund from my owner for a problem I encountered with their gear during my adventure?
Before you request a refund you will be required to cancel the booking. Upon cancellation, you will have to provide a reason for cancelling. GoGet will review the issue and mediate accordingly.
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Q
What should I do if my owner needs to cancel?
If your owner lets you know that they can't accommodate your rental anymore, don't cancel for them. If you cancel, you will not be eligible for a full refund according to GoGet's cancellation policy.
Contact GoGet within 24 hours from hearing from your owner to ensure you get a full refund.
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Q
If an owner informs you that the gear you have already paid for is now unavailable but they have an alternative, they'll have to cancel the existing booking and you will have to send a booking request for the alternative listing, should you choose to rent this alternative gear.
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