At WeCar, we prioritize flexibility and fairness for both guests and hosts. Our cancellation policy is designed to ensure a seamless experience for all parties involved.

For Guests

Free Cancellation Period

• Within 24 Hours of Booking: Cancel for a full refund if the trip start time is more than 24 hours away.

• More than 24 Hours Before Trip Start: Cancel for a full refund.

Cancellation Within 24 Hours of Trip Start

• Less than 24 Hours Before Trip Start: No refunds are possible unless extenuating circumstances or the flight delays/cancellations policy apply.

No-Show Policy

If a guest does not show up within one hour of the scheduled trip start time, it will be considered a no-show. No refund will be issued, and the host will be compensated as if the trip had been canceled less than 24 hours before the trip start.

Guest Trips Impacted by Flight Delay, Flight Cancellation, or Lost Baggage

If a guest’s flight is delayed or canceled or they experience a lost baggage delay, they must message their host and WeCar to inform them and request a trip modification for a new start time. Specifically:

• Notification: Guests must notify the host and WeCar of the flight delay or cancellation at least one hour before the scheduled WeCar trip start time.

• Documentation: Guests must provide documentation, such as a screenshot from the airline mobile app or website, showing the flight issue.

• Partial Refund: If the host cannot accommodate a new start time and the trip must be canceled, WeCar will issue the guest a partial refund (e.g., 50%) if they have met the notification and documentation requirements. The host will receive a partial payment.

• Timing: The guest must notify WeCar of the flight delay or cancellation within 24 hours of the trip’s scheduled start time to be eligible for this policy. This policy does not apply if the guest’s flight is canceled or delayed more than three days in advance of the trip start time.

For Hosts

Host-Initiated Cancellations

Hosts are encouraged to notify the guest as soon as possible through WeCar messaging if they need to cancel a trip.

Penalties for Host Cancellations

• More than 72 Hours Before Trip Start: No fee.

• 24 to 72 Hours Before Trip Start: $500 MXN cancellation fee.

• Less than 24 Hours Before Trip Start: $1,000 MXN cancellation fee.

Repeated Cancellations

Hosts who frequently cancel reservations may face additional penalties, including potential removal from the WeCar platform.

Host No-Shows

If a host does not show up for the trip within 30 minutes of the scheduled start time, it is considered a host no-show, subject to a $3,000 MXN fee.

Host Trips Impacted by Guest Flight Delay, Flight Cancellation, or Lost Baggage

If a guest’s flight is delayed or canceled or they experience a lost baggage delay, they must message their host to inform them and request a trip modification for a new start time. Specifically:

• Good-Faith Effort: Hosts must document their attempt to accommodate a new trip start time in WeCar messaging.

• Partial Payment: If the host cannot accommodate a new start time and the trip must be canceled, the host will receive a partial payment if they have documented their good-faith effort.

• Financial Impact: WeCar will share the financial impact of the cancellation, providing partial compensation to both the guest and the host while absorbing the remaining loss.

Extenuating Circumstances

• Force Majeure: If a trip needs to be canceled due to unforeseen circumstances (e.g., natural disasters, serious illness), WeCar will review each case individually and may offer a full or partial refund.

Refund Processing

• Timing: Refunds will be processed within 5-7 business days after the cancellation is confirmed.

• Payment Method: Refunds will be issued to the original payment method used at the time of booking.

Contact Us

If you have any questions about our cancellation policy or need assistance with a cancellation, please contact our customer support team at bookings@wecar.com.mx.

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