UGo Mobility Cancellation, Early Termination Policy & Refund Policy

At UGo Mobility, we recognize that plans can change and we strive to be as accommodating as possible when these changes occur. To ensure transparency and fairness, we have established the following policies regarding cancellations and early terminations:

  1. Cancellation Policy:

    • For cancellations made more than 72 hours prior to the start of the rental period, customers will not incur any charges or fees.
    • For last minute cancellations within 72 hours of the start of the rental period, a cancellation fee equivalent to a 1-day rental may apply.
    • For cancellations made after delivery a $70 cancellation fee will apply.

    Please note that cancellation requests must be made via phone call or email, and must be confirmed by UGo Mobility to be considered valid.

  2. Early Termination Policy Before Equipment Delivery:

    We understand how essential it is for someone with mobility issues to have the proper equipment to maximize their Hawaiin experience. Many of our customers place their orders before they even book their flights and/or hotel. We don’t require payment until shortly before you arrive, but we reserve the equipment for you to ensure you get what you need upon arrival. If you are cancelling a rental because you are not coming to Hawaii there must be a serious issue and we don’t want to burden you further. In this case, there will be a full refund of your entire reservation as long as we receive a cancellation within 24 hours.

  3. Termination Policy on Day of Delivery:

    If a rental agreement is terminated on the day of delivery, a minimum rental fee equivalent to a 3-day rental may be charged, regardless of the actual duration of the rental. Delivery and pickup fees are non-refundable in the event we have already delivered. Please note that day of delivery termination requests must be made directly to Customer Care Department by phone. You will receive a written confirmation of your refund via email within 3 business days.In the event of an early termination beyond the initial four days of receiving the equipment, charges or refunds will be evaluated on a case-by-case basis. We strive to ensure a fair resolution, taking into account the number of days the equipment was used and the impact on our inventory availability.

    For any unused portion of the rental term, we offer a prorated refund at 50% of the remaining days. Please note that the actual term used is not eligible for a refund. Our goal is to provide a fair and equitable solution that respects both your needs and our operational requirements.

  4. Refunds:

    In the event of a cancellation or early termination, any applicable refunds will be processed within 7 business days of the request. Refunds will be returned via the original payment method. Please note that depending on your bank, it may take up to 10 business days for the refund to appear in your account. We strive to make our cancellation and early termination process as clear and fair as possible.

  5. Policy Changes:

    Please note that UGo Mobility reserves the right to revise our cancellation and early termination policy at any time, however we commit to the policy made at the time of your reservation.

If you have any questions or need further clarification, please do not hesitate to contact us at (855) 456-4846. Your satisfaction is our top priority, and we are always here to assist you.