Doorstep Drive Refund Policy
We want refunds to feel simple, transparent, and easy to understand. This page explains how Doorstep Drive handles canceled trips, security deposits, authorization holds, trip changes, and refund timing so you know what to expect at every stage.
Cancel and rebook
If a trip is canceled, you may rebook using funds from the canceled trip. If you do not rebook within 24 hours, Doorstep Drive issues your refund according to the cancellation policy.
Security deposit timing
Eligible security deposits are typically refunded 80 hours after the trip ends, as long as there are no damage reports or unpaid eligible reimbursement items.
Payment provider timing
Once Doorstep Drive issues a refund, your payment provider controls the final timing. Exact posting time may vary depending on your card or payment method.
Refund updates
We’ll notify you by email or app notifications when your refund is initiated, including the refund amount shown on your detailed trip receipt.
Refund timelines
Once Doorstep Drive initiates a refund, the final posting time depends on your payment provider. In many cases, providers follow general timelines based on how you paid for the trip.
General refund timing
- Apple Pay and Google Pay: usually three to 10 business days, depending on the linked payment method.
- Credit cards: usually three to five business days.
- Debit cards: often up to 10 business days.
- Third-party finance services: timing depends on the service provider and your payment agreement.
After a refund is initiated, Doorstep Drive usually cannot see its live banking status or speed up the provider’s process.
Authorization holds
When you book, Doorstep Drive may place an authorization hold for the charge amount before the actual payment is fully processed. If you cancel before the charge is completed, the hold is released and no final charge should appear.
If you selected a pay-over-time option through a third-party financing service, that provider may process charges immediately according to its own agreement and timeline.
Important: If you need an update after a refund has been issued, your payment provider is usually the best source for the latest status.
Refunds for canceled trips
Refund eligibility depends on the type of booking, the timing of the cancellation, and whether your trip was refundable or non-refundable.
Fully refundable trips
Doorstep Drive fully refunds refundable trips when the cancellation happens during the free cancellation period. The free cancellation period is generally:
- Up to 24 hours before the trip starts; or
- Within one hour after booking if the trip was booked less than 25 hours before start time.
If a refundable trip is canceled outside the free cancellation period, a partial refund may apply depending on the trip length and booking details.
Partial refunds outside the free period
- Trips two days or shorter: refund may be reduced by half of one day’s average trip cost.
- Trips longer than two days: refund may be reduced by one full day’s average trip cost.
- Protection plans, eligible Extras, and eligible young driver fees may still be fully refundable where applicable.
Non-refundable trips
Non-refundable trips may still qualify for a full refund if canceled during the initial 24-hour grace period after booking. Outside that period, booking costs are generally not refundable, except for eligible refundable deposits.
Pay-over-time trips
If your booking was financed through a third-party pay-over-time provider, Doorstep Drive sends any eligible refund amount according to the cancellation policy, and the finance provider determines how and when funds are returned to you under your financing agreement.
Security deposits and other refund situations
Some refunds depend on how the trip ended, whether the vehicle was accepted, and whether there were approved reimbursements or safety concerns.
Security deposits
For trips that required a security deposit, Doorstep Drive generally initiates the deposit refund around 80 hours after trip completion, as long as there are no reported damages and no eligible unpaid reimbursement invoices attached to the trip.
Unsafe or unclean vehicle
If you believe the vehicle is unsafe or unclean, you may qualify for a full refund only if you do not accept the vehicle, do not complete check-in for the trip, and contact Doorstep Drive support immediately. Certain exceptional circumstances may involve separate review.
Host no-shows or platform cancellations
If a host cancels, does not show up, or Doorstep Drive must cancel the trip for a covered reason, you’ll generally receive a full refund for the affected booking.
Trip changes
If a change request is approved and it lowers the total cost of an eligible refundable trip, Doorstep Drive automatically refunds the difference. Non-refundable trips generally do not receive refunds for price changes after modification.
Refunds or reimbursements agreed to by a host
In some cases, a host may agree in writing to reimburse or refund a guest for an eligible inconvenience-related amount. To help with this, the written agreement should be clearly documented in platform messaging. Once that agreement is confirmed, support may review the case and process the approved amount where applicable.
Standard trip costs such as refueling, tickets, tolls, or policy violations are generally not part of this type of refund arrangement unless specifically approved under platform policy.
Need help with a refund?
If you need clarification about your receipt, canceled trip amount, security deposit, or refund eligibility, contact the Doorstep Drive support team and keep your booking details ready for faster assistance.