Cancelling

Every piece carries its own cancellation terms, set by its lender. They are on the piece and at checkout, so you read them before you book, and the terms you book under are the ones your booking keeps: they are on the order, and a lender who changes hers later does not change yours.

If you are the renter

Two things are the same on every piece:

• Within 2 hours of booking: a full refund, whatever the piece's terms say.
• Once the courier has been dispatched: it cannot be cancelled, even inside those 2 hours. The piece is moving.
• Once the hand-off is under way: it cannot be cancelled either. A hand-off is under way once the lender has marked it ready on the order (Hand it over) and the 2 hours after booking have passed: marking it ready inside those 2 hours does not take them away from you. If plans change after that, message the lender or Jelly Support.

Moving the dates does not move the terms. They count from the first start date the booking had, so a booking moved later keeps the refund window it had. See Changing an order.

In between, the piece's terms decide: a full refund up to a number of days before the start that the lender chooses, then a share of the rental price or nothing. A piece whose lender has set none uses Jelly's default: a full refund up to 2 days before the start, then 50% of the rental price.

Days are counted on New York's calendar. Up to 2 days before a Monday start means up to the end of Saturday, New York time. On Sunday the later terms apply.

A piece on Jelly's default says:

• Full refund within 2 hours of booking.
• After that, a full refund up to 2 days before the start date.
• Later, 50% of the rental price back.
• No cancellation once the courier has it or the hand-off is under way.

Say it is a $200 rental with $28 of courier, starting Mon 12 Oct:

• Cancelled within 2 hours of booking, or by the end of Sat 10 Oct: $228 back, all of it.
• Cancelled on Sun 11 Oct, or on Mon 12 Oct before the courier is dispatched: $100 back, half the rental. The courier is not refunded.
• Once the courier has been dispatched: nothing, and it cannot be cancelled.

Other pieces say other things. A lender who takes cancellations right up to the day says After that, a full refund until it's on its way. One who gives nothing back after the first two hours says After that, no refund. Whatever the piece says is what applies.

A full refund is everything you paid, delivery included. A partial refund is a share of the rental price alone: delivery is not refunded. What returns is itemised on the order. If you paid with credits and a card, a refund goes back to each in proportion: cancel a $30-credits, $70-card booking at 50% and $15 comes back as credits, $35 to your card. See Payments, cards and charges.

A shipped order counts from its ship-by date instead of the start date, and it cannot be cancelled once the carrier has scanned the parcel. A label that has not been scanned is cancelled with the order. See Shipping.

If you are the lender

What a renter gets back when she cancels is your terms, piece by piece. See Refunds and cancellations from your side.

If you cancel: free within 2 hours of the booking. After that, $20 goes to the renter as credits: she has planned a night around a piece that is no longer coming, and that is the least it costs her. Once you have marked a hand-off ready, it can no longer be cancelled, by either of you, after the first 2 hours from the booking. Inside those 2 hours, either of you can still cancel, and the renter gets everything back.

She is refunded in full either way. A lender's cancellation costs the renter nothing at any point: the whole total comes back, both delivery legs included, credits restored as credits, and any authorisation on her card is released. A piece's cancellation terms describe a renter changing her mind; they never apply to a booking she did not end.

On a sale it is the same refund and no $20. What a seller owes for cancelling a purchase is not settled, so nothing is charged.

Blocking your away dates before a booking lands is the way to avoid it.

If you both agree to call it off

Where the renter and the lender both want to cancel, ask and it is refunded in full, as long as the courier has not been dispatched, the hand-off is not under way, and the carrier has not scanned the parcel. Say so on the order and write to info@onjelly.com; the order's own thread is the record of the agreement, so there is nothing to screenshot. It is done by hand, so there is no button for it.

Once the courier is dispatched, the hand-off is under way, or the parcel is scanned, there is no cancelling at all, by agreement or otherwise. The piece is moving.

If Jelly ends a booking

Where Jelly cancels a booking itself (a listing taken down, something wrong with the piece), the renter is made whole in full. Neither the piece's cancellation terms nor the lender's $20 applies: neither of them ended it.

A purchase

Full refund until the courier has it (or, shipped, until the carrier scans it) and none after.

Things that are not cancellations

• Keeping it longer. Ask for an extension from the order; the lender approves or declines.
• A piece that does not fit. That is a fit refund, and only where the lender's listing offers one.
• A piece that is not what the listing showed. That is not as described: a full refund, including delivery both ways.