At a glance
| What happens | Deposit | Service fee |
|---|---|---|
| You cancel 48 hours or more before your drop-off window | Fully refunded | Fully refunded |
| You cancel less than 48 hours before your drop-off window | Forfeited to the operator | Non-refundable |
| The operator cancels, does not show up or fails to deliver | Fully refunded | Fully refunded |
| Force majeure, as assessed by us | Fully refunded | Fully refunded |
| You are not there to receive the delivery | Forfeited to the operator | Non-refundable |
The 48-hour cut-off is measured from the start of the drop-off window shown on your booking, in Philippine time.
If you cancel
48 hours or more before drop-off: your deposit and service fee are refunded in full.
Less than 48 hours before drop-off: the deposit is paid to the operator as compensation for the date they held for you, and the service fee is not refunded. The balance on delivery is never charged, because no rental takes place.
If the operator cancels or does not deliver
If the operator cancels your confirmed booking, does not show up, or fails to deliver the machine, you receive a full refund of both the deposit and the service fee. The operator receives a strike on their account, and repeated strikes lead to removal from the platform.
Force majeure
If a typhoon, flood, government order or similar event outside anyone’s control makes the rental impossible, tell us as soon as you can. When we assess the event as force majeure, both parties are released: you receive a full refund of the deposit and service fee, and the operator receives no penalty.
If nobody is there to receive the machine
If the operator arrives within the drop-off window and cannot reach you or anyone at the address, they will document the attempt and the booking is treated as a cancellation with less than 48 hours’ notice: the deposit is forfeited to the operator and the service fee is not refunded.
Changing your dates
To change dates, cancel the booking and book again for the new dates. If you cancel with less than 48 hours’ notice and the operator agrees to the new dates, we can waive the forfeiture; contact support with the booking ID and we will confirm with the operator.
Damage and late returns
This policy does not cover damage to the machine or late returns. Those are settled between you and the operator, and the deposit is never used to pay for them. If you need help, either side can ask us to log an incident report at info@dial-up.ph.
How and when refunds arrive
Refunds go back to the payment method you used. When we initiate one, your booking shows “Refund initiated”. GCash and Maya refunds typically reflect within 24 hours; card refunds can take up to 30 days depending on your bank. A refund is never shown as complete until the money has actually been returned.
How to cancel
Open My bookings, choose the booking and select Cancel booking. The screen shows the exact refund you will receive before you confirm. If you cannot sign in, email info@dial-up.ph or call +63 952 441 2107 with your booking ID.