EZZE Cancellation Policy

Cancellation must be requested from the trips page on the iOS or Android application on your smart phone. If the guest does not cancel and does not show up to receive the car within 30 minutes of the trip start, then the trip is considered a “Guest no-show”

1.     Guest no show 

If a guest wants to cancel a booked trip, they must notify the host via Ezze messaging App as soon as possible. The cancellation must be processed through the Ezze app. If you fail to cancel and don’t show up for the trip at the pickup location after 120 minutes of the trip’s start time, it is considered a guest no-show and guest no-show fees apply. A guest who shows up to a trip with no license or with an invalid license is also considered a guest no-show. After charging the fees, Refunds will be done only through the Original Mode of Payment.

1.1.  If the trip length exceeds 3 days, then the fee is the 3 days rate of the trip cost. 

1.2.  If the trip length is less than 3 days, the fee will be 75% of day 1 of the trip cost. 

2.     Guest Late Return 

If the guest fails to show up at the agreed vehicle’s handover location after 120 minutes of the trip’s end time which is considered the grace period, full daily rental price will be charged for the overdue period. This overdue charge might be collected outside the App by the commercial host. 

3.     Guest Cancellation Fee

If a guest wants to cancel a booked trip, they must notify the host via Ezze messaging as soon as possible. and must process the cancellation through the Urent app. If the guest cancels the trip before the host approves the booking, the guest won’t incur any charges. This is only applicable to bookings that need the host’s approval. If the booking is an instant one or if the guest wants to cancel after the host already approved, below rules apply.

3.1.  If the trip is cancelled 24 hours or more before the start, then the cancellation fee will be 10% of the overall booking price. 

3.2.  If the trip is cancelled less than 24 hours before the start of the trip, then the cancellation fee will be 20% of the overall booking price. 

A guest can cancel a booking without any charge if he books another one with the same host within 24 hours. 

Refunds will be done only through the original mode of payment. 

4.     Guest Trip Modifications 

For any trips where the guest requests a trip modification, the cancellation policy and any associated fees from before the modification will apply.

5.     Host no show 

If a host wants to cancel a booked trip, they must notify the guest via Ezze messaging as soon as possible. Failure to cancel and/or a 60 minutes delay to meet your guest at the specified location from the start of the trip time without notifying your guest will be considered as a host no show which will be subject to 500 Dhs penalty and a complete removal of the trip earnings. An extra fine of 150 Dhs will be applied in case of repeated incidents and it will be subject to the removal from Ezze marketplace. For same day bookings, hosts have a grace period of 120 minutes to meet their guests at the specified location from the start of the trip without applying the above host no show penalty. 

If the guest upon meeting the host, determines (acting reasonably) that the Registered Vehicle is materially different from the description of the Registered Vehicle on the Services, this also considers as a host no show and host no show penalty mentioned above will apply. 

6.     Host Cancellations

Subject to cancellation reasons, In case of the host cancelling your trip, the team will reach out to the guest to try to help make another booking. If guests choose not to make another booking, guests are entitled to a full refund and hosts are subject to the below penalties 

6.1.  If the trip is cancelled more than 48 hours before the start of the trip, then the cancellation fine will be 20% of the trip earning, and an extra fine of 150 Dhs in case of a repeated incidents and to subject to the removal of our marketplace

6.2.  If the trip is cancelled less than 48 hours before the start of the trip, then the cancellation fine will be 20% of the trip earning, and an extra fine of 250 Dhs in case of a repeated incidents and to subject to the removal of our marketplace

7.     Host Trip Modification

After the host approves the booking no further modifications can be made. Cancellations or host no shows are subjects to Urent fines and charges.

All fine are charges to be imposed per violation. 

8.     Refunds

Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.

Force Majeure (Extreme weather conditions, emergencies, flight cancelations/delays):

The safety of EZZE’s community members is always our top priority, and we understand that severe weather events can make it unsafe and inadvisable to be out on the roads.

If you’re experiencing an extreme weather event (as deemed by the appropriate government agency) and you’d like to cancel your trip, please contact us via the help/chat button on the trip page in your app – we’re here to help.

If a guest’s flight is delayed or canceled, guests must message their hosts to inform them and to request a trip modification for a new start time. We expect the host to make a good-faith effort to accommodate a new trip start time. The host must document their attempt to accommodate a new trip start time in EZZE messaging.

If the host cannot or does not accommodate a new start time and the trip must be canceled, EZZE will issue a complete refund to the guest who misses their trip as a result of the flight cancellation or delay. Guests must provide supporting documentation, for example, a screenshot from the mobile application or website of the airline showing the flight delay, and must notify the host via EZZE messaging. In this situation, hosts will not receive any compensation, and the guest will receive a complete refund, provided the documentation shows the cancellation was due to a flight issue.

To take advantage of this policy, in addition to providing documentation, guests must tell the host of the flight delay or cancellation at least one (1) hour before the scheduled trip start time. The guest must notify EZZE of a flight delay or  cancellation within at least twenty four (24) hours of the trip’s scheduled start time, or they will not receive a refund.

In the event the host makes a good faith attempt to reschedule the trip, but both guest and host are unable to agree on a satisfactory trip modification and the trip must be canceled, EZZE will pay the host the equivalent of one (1) day of earnings (based on the cost of the first day) and charge the guest for the cost of one (1) day only and refund the remainder.

If EZZE is not notified directly by the guest and/or host within twenty-four (24) hours of the trip start, the guest is not eligible to benefit from this cancellation policy. Also, if the guest’s flight is canceled/delayed more than three (3) days in advance of the trip start time, this policy does not apply. In both cases, the standard Guest Cancellation policy outlined above remains in effect.

EZZE cancellation:

In some cases, EZZE may need to cancel a trip after booking to protect our users against fraud or for trust and safety considerations. EZZE will notify both hosts and guests in such an event. When EZZE must cancel a trip, guests will receive a full refund and hosts are generally not eligible for earnings.