CANCELLATION BY CUSTOMERS:

Neileon allows equipment owners and event organizers to choose from three standardized cancellation policies (Flexible, Moderate, and Strict) that will be enforced to protect both all parties involved. Each listing and reservation will clearly state the cancellation policy that all parties involved are bound by. may cancel and review any penalties by viewing their reservations from the “Dashboard” and then clicking “Cancel” on the appropriate reservation. An equipment owner and event organizer will be able to see the number of reservations a customer has cancelled over the previous 12 months when the customer submits a request to book.

Policy Type

Conditions

Rental Duration

<1 day

>1 day

>15 days

Flexible

>24 hours

Full refund

Full refund

Full refund

<24 hours

50% refund

1 day charged

50% refund

Check in

No refund

50% refund

50% refund

Instant Booking*

No refund

No refund

50% refund

Finishing early

No refund

Unutilized duration 24 hours after the official cancellation will be fully refunded

Charged for 5 days following cancellation date, or up to the end date of the original reservation if unutilized duration is <5 days

No show

No refund

No refund

No refund

Moderate

>5days

Full refund

Full refund

5 days charged

<5 days

50% refund

50% refund

5 days charged

Check in

No refund

No refund

50% refund

Instant Booking*

No refund

No refund

5 days charged

Finishing early

No refund

50% of the unutilized duration will be refunded

Charged for 5 days following cancellation date

No show

No refund

No refund

No refund

Strict

>=14 days

Full refund

Full refund

50% refund

>=7 days

50% refund

50% refund

No refund

Check in

No refund

No refund

No refund

Instant Booking*

No refund

No refund

No refund

Finishing early

No refund

No refund

Charged for 15 days following cancellation date, or up to the end date of the original reservation if unutilized duration is <15 days

No show

No refund

No refund

No refund

*booking was made within 24 hours of the travel

 

General guidelines and considerations:

  • Neileon service fee is non-refundable. However, Neileon service fee may be refunded up to 2 times per year as per the conditions stated in the table above. Neileon service fee will be withheld after 2 refunded cancellations per year even if partial or full refund is available as per the table above.
  • It is the duty of the customer to checking their bookings for overlaps; if a guest cancels a booking that overlaps, any cancellation due to overlaps with any part of an existing booking Neileon service fee will be as per the table above.
  • The rentals charged are only refundable as per circumstances outlined in the cancellation table above
  • If there is a complaint from either party, notice must be given to Neileon within 24 hours of check-in. Neileon will mediate when necessary, and has the final say in all disputes.
  • A booking is officially cancelled when the customer clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Booking> Change or Cancel.
  • Disputes will be mediated by Neileon (when necessary) and their decision will be considered final and binding on all parties involved.

 

CANCELLATION BY EQUIPMENT OWNERS AND EVENT MANAGERS

Like a customer, even the host has the option to cancel a booking accepted by them. If a reservation is cancelled the following two options are available to the customers:

  1. Transfer your payment to a new Neileon booking

In this option, the money paid toward by the customer for the booking is converted to credits and available for their next booking immediately. If the new booking costs less than the original booking, the balance amount will be refunded.

 

 

If the customer doesn’t want to book another activity on Neileon, then they can ask for a full refund.

 

General guidelines and considerations:

  • If an Equipment owner / Event manager / Crew cancel a booking then the Neileon service fee will be fully refunded to the customer but it will be charged to the Equipment owner / Event manager / Crew as per the customer cancellation table listed above. However, Neileon service fee may not be charged for up to 2 times per year as per the customer cancellation table listed above.
  • If there is a complaint from Equipment owner or Crew, notice must be given to Neileon within 24 hours of cancellation. Neileon will mediate when necessary, and has the final say in all disputes.
  • A booking is officially cancelled when the Equipment owner / Event manager / Crew clicks the cancellation button on the cancellation confirmation page, which they can find in Dashboard > Your Booking> Change or Cancel.
  • Disputes will be mediated by Neileon (when necessary) and their decision will be considered final and binding on all parties involved.
  • Cancellations will also impact the overall rating of the Equipment owner / Event manager / Crew


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