Cancellation policy

MARQUE is a trading name of Marque Drive (a ScaleMBS company), trading as MARQUE. Every vehicle listed on MARQUE displays one of three cancellation policies chosen by its operator: Flexible, Moderate, or Strict. The applicable policy is shown on the listing page and again at checkout before you confirm a reservation.

Under the Flexible policy, renters receive a full refund of the rental amount if they cancel at least 24 hours before the scheduled pickup time. Cancellations made less than 24 hours before pickup are not eligible for a refund of the rental amount under this policy.

Under the Moderate policy, renters receive a full refund if they cancel at least 72 hours before the scheduled pickup time. Cancellations made less than 72 hours before pickup receive a 50 percent refund of the rental amount.

Under the Strict policy, renters receive a 50 percent refund if they cancel at least 7 days before the scheduled pickup time. Cancellations made less than 7 days before pickup are not eligible for any refund of the rental amount.

Cancellation refunds, where owed, apply to the rental subtotal and the MARQUE booking fee. Amounts already used for identity verification are not refundable. Taxes and surcharges are refunded in proportion to any refunded rental amount.

If an operator cancels a confirmed reservation, the renter receives a full refund of all amounts paid, regardless of the listed cancellation policy, and MARQUE support will assist the renter in finding a comparable substitute vehicle where possible.

Refunds are issued through Stripe back to the original payment method used for the reservation. Refunds typically appear within 5 to 10 business days, depending on the renter's bank or card issuer.

The security deposit hold is a separate authorization from the rental charge and is not affected by the cancellation refund percentages above. When a reservation is cancelled, MARQUE releases the deposit authorization hold, which typically clears from the renter's available balance within a few business days depending on the renter's bank.

MARQUE may make an exception to the standard cancellation policy in cases of documented medical emergency, death in the immediate family, or other extraordinary circumstances, reviewed on a case by case basis by MARQUE support.

Requests to change the dates or duration of a reservation are treated as a new reservation for cancellation purposes if the change is not accommodated by the operator, and any refund is calculated based on the original booking time and the applicable cancellation policy.

Reservations can be cancelled from your MARQUE account under trips, or by contacting support. Cancellation time is recorded at the moment the cancellation is submitted, not when it is reviewed.

MARQUE may update this cancellation policy from time to time. Changes apply to reservations made after the updated policy takes effect; reservations already confirmed remain subject to the policy shown at the time of booking.