Emergency Policy | Guests

This policy outlines the emergency circumstances that may lead Sync to waive the cancellation fee for guests who cancel a booking outside the free cancellation period.

Policy

We understand that situations beyond your control may force you to cancel a booking or make it impossible to return a vehicle at the scheduled end time of your booking. You can always cancel for free up to 24 hours before the start of your booking. If you cancel less than 24 hours before the start of your booking due to an emergency circumstance that we accept, we may approve the waiver of your cancellation fee.

If your cancellation is due to an acceptable circumstance, please contact Customer Service via the Chat feature. We will be happy to assist you!

Circumstances that require documentation

This policy may cover the following circumstances, provided you submit supporting evidence.

• Death or serious illness of yourself or a family member. This includes spouse/partner, child, parent, grandparent, or sibling. Submit a death certificate or publication listing the deceased.
• Hospitalization that prevents you from driving/traveling. Submit a doctor's note confirming that you cannot travel due to unexpected serious illness or injury.
• Government-mandated obligations. These include, but are not limited to, jury duty and military deployments. Submit a copy of the official notice for jury duty, court appearances, military deployment, or travel restrictions.
• Flight cancellations or delays. See more details in Sync’s Cancellation Policy. Submit proof from the airline showing that your flight was cancelled or delayed. If your luggage was lost, provide documentation for delayed lost luggage.

Circumstances that do not require documentation

This policy may cover the following circumstances that will not require documentation:

• Natural disasters or hazardous weather affecting the delivery or departure location. These are defined as a national emergency situation in cases of floods, hurricanes, volcanic eruptions, earthquakes, tsunamis, or large-scale terrorist attacks.
• Epidemics or pandemics as reported by the World Health Organization or the Centers for Disease Control and Prevention. For specific cases regarding safety concerns related to vehicle cleanliness, refer to Sync's Cleaning Policy | Renters.
• Government, authority, or military-imposed restrictions or advisories that prevent travel to the delivery location.