Cancellation and refund policy on Huurmarkt
In short
What you get back when a booking is cancelled depends on two things: who cancels and whether the rental has already started.
- Before the start date you cancel yourself, up to 24 hours before the start.
- If the owner cancels → the renter gets everything back.
- If the renter cancels → everything back minus the service fee (a small cancellation cost).
- After the start date you can no longer cancel yourself; customer service handles it.
- At the renter's request → only the deposit back (the rental has already started).
- Because of the owner (owner's fault) → the renter gets everything back.
- The deposit is always your own money and comes back, separate from any damage claim.
What does a booking consist of?
A booking is made up of a few parts. Understanding them makes clear what you get back on a cancellation:
- Rental price — the fee for using the item.
- Deposit — a temporary security. This is and stays your own money and is returned after a correct completion.
- Delivery costs — only if you chose delivery when booking.
- Service fee — the platform's service cost. It is deducted from the payout to the owner.
The full price breakdown is shown clearly up front when you book.
Until when can I cancel myself?
You can cancel a booking yourself up to 24 hours before the start date, from "My bookings".
Are you within 24 hours of the start, or has the rental already begun? Then you can no longer cancel yourself. In that case, contact customer service; they process the cancellation according to the policy below.
Cancelling before the start date
Because the rental has not started yet, nothing has been picked up or delivered. What comes back depends on who cancels.
The owner cancels
The renter gets everything back:
- Rental price
- Deposit
- Any delivery costs
Nothing is withheld — the renter never got to rent anything.
The renter cancels
The renter gets back:
- Rental price
- Deposit
- Any delivery costs
Minus the service fee. That service fee is a small cancellation cost the platform retains. The rest is refunded in full.
Cancelling after the start date (via customer service)
Once the rental has started you can no longer cancel yourself. Contact customer service to have the booking cancelled.
At the renter's request
The rental has already started and the item has been picked up or delivered. The renter therefore gets only the deposit back.
The rental price and any delivery costs are not refunded: the owner made the item available (and delivered it where applicable) and receives the rental price and delivery costs for that.
At the request of, or due to the owner
If it is down to the owner — for example the item is not as agreed or unusable — the renter gets everything back:
- Rental price
- Deposit
- Any delivery costs
And the deposit?
The deposit is always the renter's own money and comes back in all of the situations above.
The deposit is separate from any damage claim. If there is damage or a dispute, that is handled separately through the deposit and damage process — it does not change the cancellation policy above. See the deposit policy for the full mechanics.
When do I receive my refund?
If anything is refunded:
- The refund goes back via the same payment method.
- Processing can take five to ten business days; bank processing times are outside Huurmarkt's control.
- Both parties receive a notification once the cancellation and refund are initiated.
Overview
| Situation | Rental price | Delivery costs | Deposit | Service fee |
|---|---|---|---|---|
| Before start — owner cancels | Back | Back | Back | Back |
| Before start — renter cancels | Back | Back | Back | Retained |
| After start — renter's request | To owner | To owner | Back | — |
| After start — owner's fault | Back | Back | Back | Back |
Important
- Never arrange cancellations or refunds outside the platform.
- Never request or pay a refund in cash or via chat.
- Can't work it out with the other party? Contact customer service.
Summary
For a cancellation, what counts is: who cancels and whether the rental has already started.
- Before start, owner → renter gets everything back.
- Before start, renter → everything back minus the service fee.
- After start, renter's request → only the deposit back.
- After start, owner's fault → everything back.
The deposit is always your own money and comes back, separate from any damage claim.
See also
See also
Didn't find what you were looking for?
We're happy to help.