Cancellation Policy
Last updated: July 22, 2026
This Cancellation Policy explains how cancellations, modifications, refunds, credits, no-shows, and cancellation-related payouts are handled on Lens Latitude. It forms part of, and should be read together with, our Terms of Service. The specific cancellation terms and any refund windows applicable to a given booking are those presented to you at checkout and in effect at the time of the reservation; where those booking terms differ from the general description below, the booking terms govern.
1. Scope and Definitions
This policy applies to all bookings made through the Lens Latitude platform. In this policy, “Renter” means the user who books gear, “Host” means the user who lists it, “booking” means a confirmed reservation, and “trip” means the rental period from the scheduled pickup to the scheduled return. Cancellation timing, grace periods, and refund eligibility are generally assessed by reference to the local time zone of the booked gear and the scheduled pickup time shown on the booking.
2. How to Cancel or Modify
All cancellations and modifications must be made through the Lens Latitude platform, and the other party should be notified promptly using platform messaging. The effective time of a cancellation is the time it is submitted through the platform, not the time of any informal conversation. Requests to modify a trip — for example, to shorten, extend, or change the gear — are subject to availability, Host approval where required, and any resulting change in price, and are not a substitute for a cancellation where the trip can no longer proceed. Handling cancellations off-platform may make it harder for us to verify facts, apply the correct policy, and issue refunds or payouts accurately.
3. Renter Cancellations
If a Renter needs to cancel, they should do so as early as possible, because refund outcomes generally depend on how far in advance of the scheduled pickup the cancellation is made, the length and type of the booking, and the cancellation terms shown at checkout. A booking that is cancelled within an eligible free-cancellation window, where one applies, is generally eligible for a full refund of rental charges. A booking cancelled after that window may be eligible for only a partial refund, reflecting the reserved time and the impact on the Host, and certain non-refundable charges may be retained. Service fees are generally non-refundable except where required by law or expressly stated.
4. How Refunds Are Calculated
The refund a Renter receives is calculated from the amounts paid for the booking, less any non-refundable fees and less any deductions permitted under this policy or the booking terms. A full refund may be issued where a cancellation occurs within an eligible grace period, where both parties agree to cancel, or where the gear is reported and reasonably found to be materially faulty, unavailable, misrepresented, or not in an acceptable and usable condition at pickup. Where only a partial refund applies, the retained portion accounts for the reserved time that the Host held gear out of availability. Optional extras, delivery charges, and add-ons may be refundable or non-refundable depending on whether they have already been provided or incurred.
5. Renter No-Shows and Failed Check-In
A Renter may be treated as a no-show if they fail to appear within the required pickup window, do not cancel through the platform, cannot complete required identity or insurance verification, or attempt to send another person to collect the gear without prior approval. In these circumstances, Lens Latitude may cancel the trip and, depending on the facts and any supporting evidence, issue a reduced refund or no refund. Renters who anticipate arriving late should contact the Host promptly and, where possible, request a modification rather than relying on the Host to wait.
6. Host Cancellations and No-Shows
A Host who cannot honour a confirmed booking must cancel promptly through the platform and communicate with the Renter without delay. If a Host cancels a confirmed booking, or fails to make the gear available in the agreed condition within the expected pickup window, the Renter is generally entitled to a full refund of amounts paid for that booking, and Lens Latitude may assist the Renter in finding a comparable alternative where possible. Because Host cancellations disrupt Renters’ plans, Lens Latitude may apply fees, reduced marketplace visibility, or other account consequences to Hosts who cancel confirmed bookings frequently or without a valid reason.
7. Host Earnings After a Cancellation
Where a Renter cancels outside an eligible free-cancellation window or is treated as a no-show, a Host may still be entitled to a limited payout that reflects the reserved time and any non-refundable amounts retained from the Renter. The amount, if any, may depend on the length of the booking, delivery arrangements, optional extras, and whether the Host followed the required procedures for documenting the issue or reporting a no-show. Where a Host cancels a confirmed booking, no payout is generally owed for that trip, and any amounts already collected are refunded to the Renter in accordance with this policy.
8. Cancellations by Lens Latitude
Lens Latitude may cancel a booking where reasonably necessary for trust, safety, fraud prevention, identity or insurance verification, payment integrity, legal compliance, or platform integrity. Where we cancel a booking, the resulting refund or payout outcome will depend on the reason for the cancellation, its timing, and whether either party contributed to the circumstances. Where a cancellation results from no fault of the Renter, we will generally refund amounts paid for the affected booking.
9. Extenuating Circumstances
Lens Latitude may consider exceptions to the standard outcomes above where a trip is affected by serious circumstances outside a user’s reasonable control — for example, documented transportation failures, verified travel disruptions, platform verification problems, severe weather or safety emergencies, or other significant events supported by evidence. Users seeking an exception should notify the other party as soon as possible, request a modification where feasible, and submit supporting documentation promptly so we can review the situation. Approval of an exception is assessed case by case and is not guaranteed.
10. Refund Method and Timing
Approved refunds are generally issued to the original payment method used for the booking. The time it takes for a refund to appear depends on your payment provider and is outside Lens Latitude’s control once the refund has been initiated. Any security deposit or pre-authorization hold that was not applied to permitted charges is released in accordance with the processor’s standard timelines.
11. Disputes
If you disagree with a cancellation outcome, you should raise it through Lens Latitude support promptly and provide any relevant evidence, including platform messages, photographs, and timestamps. Keeping cancellations, trip changes, and related communications on the platform gives both parties a clear record and allows us to apply this policy accurately. Nothing in this policy limits any non-waivable rights you may have under applicable consumer-protection law.
12. Changes to This Policy
We may update this Cancellation Policy from time to time by posting a revised version on the platform and updating the “Last updated” date. Changes apply to bookings made after the revised version takes effect. Your continued use of the platform after that date constitutes acceptance of the revised policy.
13. How to Contact Us
Questions about cancellations or refunds may be directed to Lens Latitude through the support and contact methods made available on the platform, including our Contact Us page.