SayaraLegal
Refund & Cancellation Policy
This policy covers Sayara's booking fee: the part of the price you pay to Sayara online, by card, when you book. It is the only amount you pay before pickup. The rest of the rental price and the refundable security deposit are paid in cash to the rental office at pickup, so if a booking ends before pickup there is nothing else to refund.
At a glance
| What happens | Your booking fee |
|---|---|
| You cancel 48 hours or more before the pickup time | Full refund |
| You cancel less than 48 hours before the pickup time, or you do not show up | No refund |
| The office declines your request, does not answer in time, or cancels | Full refund, always |
| The car is not as described | Full refund, always |
| The airline cancels your flight | Full refund, with proof |
How to cancel
In the Sayara app, open My trips, choose the booking and tap Cancel booking. The office is told straight away.
If you cannot use the app, call +961 3 011 862 or email support@sayara.rent. The time we receive your call or message counts as the time you cancelled.
The 48 hours are counted back from the pickup time on your booking, in Lebanon time. If you book less than 48 hours before pickup, the booking fee cannot be refunded if you cancel, except in the cases below where the office or the airline cancels, or the car is not as described.
When the office declines, does not answer, or cancels
If the office declines your request, does not answer it in time, or cancels a booking it had accepted, we refund your booking fee in full, however close to pickup it happens. Where we can, we may also offer you a similar car from another office; you are free to accept it or take the refund.
When the car is not as described
If the car the office offers you at pickup is clearly not the car in the listing (for example a different model or category, without a feature the listing promised such as an automatic gearbox or the number of seats, or not in a safe condition to drive), you may refuse it.
Tell the office, and call us on +961 3 011 862 or email support@sayara.rent, as soon as you can, ideally before you agree to the pickup record. We will refund your booking fee in full. You are never required to accept a different car, and you pay the office nothing for a car you do not take.
If you only notice after pickup that the car is not as described, tell us as soon as you can. We will check the car against the listing and the handover records, and if it was not as described, we refund your booking fee in full. For any other problem during the rental, contact the office and us, and we will help.
When your flight is cancelled
If the airline cancels your flight to Lebanon, we refund your booking fee in full, whenever you cancel, once you send us proof: the airline's cancellation notice showing your name, the flight number and the date. Send it to support@sayara.rent as soon as you can.
A delayed flight is not a cancelled flight. If your flight is delayed, tell the office in the chat as early as you can.
When Sayara cancels
If we cancel a booking (for example because a listing turns out to be wrong, or for safety reasons) and you did not break our Terms of Use, we refund your booking fee in full.
How refunds are paid
Refunds go back to the card you paid with, through our payment provider, a licensed card-payment provider (online payment is not open yet; the provider will be named here before it opens). We send a refund within 5 business days of the cancellation, or of receiving your proof of a cancelled flight. Your bank may take longer to show it. We refund the amount you paid, in US dollars; any difference caused by currency conversion or by fees your own bank charges is not covered by Sayara.
The security deposit is a different thing
The security deposit is cash you give the office at pickup. The office keeps it during the rental and returns it when you bring the car back, minus any charges that are agreed or documented. It is never paid to Sayara, and Sayara does not refund it.
At return, the office records in the partner app whether it returned your deposit in full, or how much it kept and why, and you can see this in your trip. If you disagree, raise it with the office in the chat and call us: we will look at the handover records and help you and the office settle it, but the money itself is between you and the office.
Other situations
- If the office cannot hand you the car because of something on your side (for example you do not bring a valid driving licence, you do not meet the minimum age or licence type shown on the listing, or you cannot pay the rest of the rental or the security deposit), this counts as a cancellation by you less than 48 hours before pickup: no refund.
- For anything this policy does not cover, contact us. We will look at the facts of your booking and tell you what we can do.
Nothing in this policy affects your rights as a consumer under Lebanese law.