Flexible Cancellation Protection is an optional add-on service offered by the gogoout car rental platform. Users can add Flexible Cancellation Protection when booking a vehicle to make their trip more flexible. We encourage users to consider adding this service, because most rental companies charge a handling fee for orders canceled within 3–7 days before the pickup date, and this protection can greatly reduce the loss of not receiving a full refund when you have to cancel at the last minute.
About Flexible Cancellation Protection
1. Flexible Cancellation Protection is added under “Add-on options” when you book a vehicle. Once added, the “Rental details” panel on the right side of the screen will automatically include the cost of the protection.
Note | Flexible Cancellation Protection can only be added when you book the vehicle; it cannot be added once the order is complete.
2. Once you have added it and completed payment for the order, you may cancel the order “up to 24 hours before the pickup time shown on your order, for any reason” and receive a full refund of that order (please read the terms of service carefully).
3. Within 24 hours of the pickup time, Flexible Cancellation Protection immediately becomes invalid. Under the platform’s terms, you can no longer use the protection and a cancellation handling fee will be charged.
Note | If you modify your order and the change pushes the pickup time later, the protection you originally added is considered void and is not refundable.
4. The price of Flexible Cancellation Protection is calculated automatically by the system based on the car model, rental company and location you choose, and is shown on the checkout page. The amount displayed on screen is the actual price.
5. Flexible Cancellation Protection applies only to the vehicle rental fee; other add-on services and insurance items are not covered.
How Flexible Cancellation Protection works
When Flexible Cancellation Protection applies, the vehicle rental fee for that booking is refunded in full, but the cost of the protection itself and the cost of other add-on services are not refunded.
Below are a few scenarios based on a rental fee of NT$1000 per day, to help you better understand the cost of Flexible Cancellation Protection and how it works:
Sample calculations
Scenario 1
Flexible Cancellation Protection added for NT$50, no other add-ons
Pickup and return time: 2024/11/11 15:00 – 2024/11/12 15:00
If you cancel this order at 2024/11/10 14:59, because you added Flexible Cancellation Protection you will receive a full refund of the NT$1000 rental fee; the NT$50 protection fee is charged and not refunded.
If you cancel this order at 2024/11/10 15:01, the 24-hour deadline before pickup has passed, so Flexible Cancellation Protection is no longer valid and, under the platform policy, no refund will be given.
Scenario 2
No Flexible Cancellation Protection, no other add-ons
Pickup and return time: 2024/11/11 15:00 – 2024/11/12 15:00
If you cancel this order at 2024/11/10 14:35, since Flexible Cancellation Protection was not added, under the platform policy no refund will be given.
Scenario 3
Flexible Cancellation Protection added for NT$50, child seat NT$100
Pickup and return time: 2024/11/11 15:00 – 2024/11/12 15:00
If you cancel this order at 2024/11/10 14:48, because you added Flexible Cancellation Protection you will receive a full refund of the NT$1000 rental fee; the NT$50 protection fee is charged and not refunded, and since the child seat is paid at the store, you will not need to pay for it.
If you cancel this order at 2024/11/10 15:15, the 24-hour deadline before pickup has passed, so Flexible Cancellation Protection is no longer valid and, under the platform policy, no refund will be given.
Scenario 4
Flexible Cancellation Protection added for NT$50, no other add-ons
Pickup and return time: 2024/11/11 15:00 – 2024/11/12 15:00
If you modify this order at 2024/11/10 14:30 and change the pickup and return time to 2024/12/11 10:00 – 2024/12/12 10:00, the time change counts as a new order, so the protection you originally added is no longer valid.
If you cancel this order at 2024/11/10 15:01, the 24-hour deadline before pickup has passed, so Flexible Cancellation Protection is no longer valid and, under the platform policy, no refund will be given.
Note | Once Flexible Cancellation Protection has been added and payment for the order is complete, the protection service and its fee cannot be canceled.
Cancellation process
Whether or not you added Flexible Cancellation Protection, the cancellation process is the same. Here are the steps:
Step 1: Go to the member center
Click the member center at the top right of the page and go to “Order management“
Step 2: Request order cancellation
You will see your current “Not picked up” orders. Find the order you want to cancel and click “Request cancellation” on the far right
Step 3: Confirm the refund amount
The refund details for this order will show the order number, rental fee, refund percentage and the amount to be refunded in full. Please read the “cancellation policy” terms carefully, then click to confirm.
Note | These details and the cancellation policy clearly state the rental company’s refund policy, as shown in the red text in the image. If you did not add Flexible Cancellation Protection, your cancellation will be handled according to this refund policy.
Step 4: Cancellation complete
Your order cancellation is now complete. The refund will be processed within 14 business days after the cancellation request is completed, subject to bank and credit card processing times. *Processing times vary by bank and credit card company; please refer to your card issuer’s rules for the actual date the refund appears.
Flexible Cancellation Protection terms of service
1. Scope of these terms
These terms of service apply to all members who purchase the “Flexible Cancellation Protection” service (hereinafter “users”). Users who select “Flexible Cancellation Protection” are entitled to a full refund in accordance with these terms of service, provided the conditions set out herein are met.
2. Service description
- “Flexible Cancellation Protection” is an optional service provided on “gogoout” (hereinafter “this website”), operated by Gogoout Technology Co., Ltd. (hereinafter “the Company”). It allows users who purchase the service to cancel a car rental booking up to 24 hours before the pickup time (except in the cases of non-application described in Article 3) and receive a full refund of the rental fee.
- Flexible Cancellation Protection applies only to the vehicle rental fee; other add-on services or charges (such as extra insurance, GPS devices, etc.) are not covered.
- Flexible Cancellation Protection automatically becomes invalid within 24 hours of the pickup time. After that point, users may no longer request a refund based on “Flexible Cancellation Protection.”
- If a user who has selected Flexible Cancellation Protection requests a refund (including for typhoons, earthquakes or other force majeure events), the fee for the service itself is not included in the refund.
3. Cases where Flexible Cancellation Protection does not apply
The user decides on their own not to pick up the vehicle or not to use the rental service (No Show) and does not cancel the order.
4. Refund conditions and process
- If a user cancels a car rental booking and meets the conditions of these terms of service, they may request a full refund of the rental fee. The application process is as follows:
- Users must cancel the car rental booking themselves through this website or the app before the pickup time.
- After receiving the request, the Company will process it within 14 business days of receiving all required information.
*Processing times vary by bank and credit card company; please refer to your card issuer’s rules for the actual date the refund appears.
- When a Flexible Cancellation Protection claim is approved, the service fee for “Flexible Cancellation Protection” is not included in the refund.
5. User responsibilities
- When selecting the “Flexible Cancellation Protection” service, users should read and make sure they understand these terms of service. Selecting this service means the user agrees to everything in these terms of service.
- Users must ensure that all information they submit is true and accurate, and are responsible for any legal consequences arising from it.
6. Dispute resolution
- The interpretation and application of these terms of service shall be governed by the laws of Taiwan.
- If any dispute arises between the user and the Company regarding these terms of service, both parties shall seek to resolve it through good-faith negotiation. If negotiation fails, both parties agree that the Taiwan Taipei District Court shall be the court of first instance.
7. Amendments and updates to these terms
- The Company reserves the right to modify or update these terms of service at any time. Amended terms will be published on this website or on the app developed by this website, and take effect from the date of publication.
- If a user continues to use or purchases the “Flexible Cancellation Protection” service after the terms are amended or updated, this is deemed as agreement to and acceptance of the amended or updated terms.
Frequently asked questions about Flexible Cancellation Protection
Q: How much does the Flexible Cancellation Protection service cost?
A: The cost of Flexible Cancellation Protection is calculated based on the vehicle details of each booking. The actual amount shown at checkout applies. (The exact amount appears in the rental details panel on the right side of the order page.)
Q: Which countries or regions does Flexible Cancellation Protection cover?
A: Flexible Cancellation Protection applies to vehicles in all regions on gogoout, including Taiwan, Japan, Korea, Thailand, and the USA. It also applies to every vehicle listed, with no restrictions on car models.
Q: If I cancel my order less than 24 hours before pickup, can I get a partial refund?
A: Once the Flexible Cancellation Protection window has passed, canceling your order is non-refundable, unless a natural disaster such as a typhoon or earthquake prevents you from picking up the car. For details, see 【the gogoout car rental information page】
Q: Can I add Flexible Cancellation Protection after my booking is complete?
A: No. Flexible Cancellation Protection can only be added as an optional extra while you are placing your booking; it cannot be added after the booking is complete.
Q: After adding Flexible Cancellation Protection, can I cancel the service and get a refund?
A: No. Once Flexible Cancellation Protection has been added and the booking has been successfully created, the service cannot be canceled and the protection fee is non-refundable.
Q: Does Flexible Cancellation Protection include extra services, such as insurance or a GPS device?
A: No. Flexible Cancellation Protection covers the “vehicle rental fee” only. Any other optional equipment, insurance, and similar add-ons are not covered.
Q: If I change my pickup time, is the Flexible Cancellation Protection window extended automatically?
A: Yes. The Flexible Cancellation Protection window is based on the “pickup time of the final order”, so if you change your pickup time, the protection window is extended automatically.
Q: If I don’t add Flexible Cancellation Protection, what happens if I cancel my order?
A: If you don’t add Flexible Cancellation Protection, you will be refunded 100%, 50%, or 0% depending on when you cancel and the policy provided by the rental company.
If you do add Flexible Cancellation Protection, canceling more than 24 hours before pickup gets you a full 100% refund of the vehicle rental fee.
This article was translated by AI from the original Chinese version.
