Cancel a booking as long as the car has not been handed to you. The refund summary shows what was invoiced, what was paid and what you get back.

The Cancel booking screen lets you cancel a rental before the car is handed over. You give a reason, you confirm your identity if a refund is involved, then a refund summary shows what the cancellation produces.

When you can cancel

Booking status	Cancellation possible
Draft, Pending, Confirmed	Yes
Assigned for pickup	Yes
Pickup in progress	No: the employee is already handing you the car
Active, Return in progress, Completed	No
Cancelled, Dispute	No

On the customer side, only the person who made the booking can cancel it. The agency (its owner or manager) can also cancel a booking.

Steps

Open Bookings, then the booking to cancel.
Tap Cancel booking. The button only appears when the status allows it.
Give the reason for cancelling.
If the booking has already been paid, confirm your identity with Face ID, your fingerprint or your password. This confirmation stays valid for 5 minutes.
Confirm the cancellation.
Read the refund summary: the booking is now Cancelled.

Screenshot pendingCancel booking: reason and refund summary (Screen 40)This screenshot is captured automatically from the app as soon as the screen is live.

Cancel booking

Field	Required	Values or format	Example	What it means
Summary	No (display)	Code, car, dates, total	`BK-240520-7821`, 20 to 23 May	The booking you are about to cancel.
Reason	Yes	Free text	My trip is postponed	Passed to the agency. Without a reason, the cancellation is refused.
Confirm your identity	Yes if a payment was made	Confirm with Face ID / fingerprint or Confirm with password	Face ID	Protects an action that triggers a refund.
Confirm	Yes	Button		Cancels the booking. Needs a connection.
Invoice	No (display)	Number	2026-00042	The booking invoice, if there was one.
Credit note	No (display)	Number	2026-00051	The document that cancels the invoice if it was already finalised.
Invoiced	No (display)	Amount	MAD 132.43	What had been invoiced.
Paid	No (display)	Amount	MAD 132.43	What you had paid.
Refundable	No (display)	Amount	MAD 132.43	What you get back under the agency's terms.
Refundable deposit	No (display)	Amount	MAD 200.00	The deposit still held by the agency, which is returned to you.

After you save: the booking becomes Cancelled, the dates are released and you receive the summary as a notification and by email.

Amounts are always in the booking's currency. DriveGo adds no cancellation fee: the summary shows what the cancellation produces under the agency's terms. Read those terms before you book.

What happens next

The car becomes available again and the pickup the agency had prepared is cancelled.
If the invoice was not finalised yet, it is deleted. If it was, a credit note cancels it.
The deposit still held is returned to you by the agency; you are told when it is refunded.
You and the agency receive the cancellation notification.

Troubleshooting

Message or situation	Explanation	What to do
Cancel booking does not appear	The car is already being handed over, or the rental has started.	Contact the agency from the booking details.
"Some details are invalid. Fix the highlighted fields."	The reason is empty.	Give a reason, then confirm.
The booking can no longer be cancelled	Its status changed meanwhile, for example the employee started the handover.	Reopen the booking to see its status.
"Not available offline: this action needs a connection so the agency can confirm it."	A cancellation is never queued offline.	Reconnect, then cancel.
"Could not confirm. Check your password."	The identity check failed.	Try again with your password.