Policy

Cancellation Policy

Last reviewed: April 30, 2026 · v1.2

This Cancellation Policy governs refunds, penalties, and fund attribution when a Booking is not completed. It applies to all Trips beginning in the Republic of El Salvador. It is an integral part of the Tago Terms and Conditions. The Spanish version at tago.rent/es/legal/cancellation-policy is legally authoritative.

Guiding principle

Overriding legal exception — right of withdrawal (retracto): within 8 days of booking and as long as the Trip has not started, the Guest may cancel and receive a full refund, including the service commission, without any penalty (see the next section). Outside that case, the rules of this Policy apply.

Save for the right of withdrawal above, Tago's service commission is not refunded in cancellations initiated by the Guest. The commission is only refunded when cancellation is initiated by the Host, by Tago's Trust and Safety team, or when the Trip is not rendered.

The base rental price not refunded to the Guest is credited entirely to the Host as compensation for blocked availability.

Insurance and unused add-on services (Roadside Assistance, Extras) are refunded to the Guest in all cancellations except when the Guest no-shows.

Right of withdrawal and payment reversal

Because the Booking is concluded by electronic means, the Guest has a right of withdrawal (derecho de retracto) under Art. 13-A of the Consumer Protection Law (D.L. 776): within 8 days of booking, and as long as the Trip has not started, the Guest may void the Booking without justifying the decision and without any penalty.

On exercising it, Tago reverses all sums paid — including the service commission — within 15 days, through the same payment method (Arts. 13-A and 13-D). Any clause penalizing this right is void.

The same full reversal applies when the contracted service is not rendered. To exercise withdrawal, cancel from the app within the stated window or write to hola@tago.rent.

Guest cancellation — more than 48 hours before Trip

Guest refund:

The Host does not receive compensation because the cancellation occurred with sufficient notice to reassign availability.

Guest cancellation — between 24 and 48 hours before Trip

Guest refund:

The Host receives the remaining 50% of the base price as compensation for blocked availability.

Guest cancellation — less than 24 hours

Guest refund:

The Host receives 100% of the base price as compensation for blocked availability.

Guest no-show

A no-show occurs when the Guest does not cancel and does not show up within 30 minutes after the scheduled Trip start, or shows up without a valid license or sends an unauthorized third party.

Guest refund:

The Host receives 100% of the base price. The Host must report the no-show within 72 hours of scheduled start.

Host cancellation

If the Host cancels a confirmed Booking, the Guest receives a full refund of all amounts: base price, Tago service commission, insurance, and add-on services.

The Host is subject to the following cancellation fees:

Repeated cancellations may result in reduced placement on the Platform or account suspension. If Host and Guest mutually agree to cancel, the Host receives no earnings for the Trip.

If the Host cancels for reasonable safety concerns, they must select the corresponding reason when canceling so the customer service team can review the case without automatic penalty.

Tago cancellation

In exceptional cases, the Tago Trust and Safety team may cancel a Booking (e.g., for breach of Terms, safety risk, or open investigation).

Guest refund: 100% of all amounts, including Tago service commission.

If Tago cancels more than 24 hours in advance, the Host receives no earnings. If Tago cancels less than 24 hours in advance, the Host receives proportional compensation based on Trip duration (one day average for Trips of more than two days, half a day for Trips of two days or less).

Force majeure

For cancellations motivated by duly accredited force majeure events (natural disasters, national emergencies, pandemic declared by competent authority, or other unforeseeable events beyond the parties' control), Tago will evaluate refunds case by case applying equity criteria and per the Consumer Protection Law of El Salvador.

Default, when the Trip is not rendered: the Guest receives 100% of all amounts, including the Tago service commission (Tago does not charge for a service not rendered); the Host receives no compensation but no penalty either.

Flight or train delays

If the Guest's flight or train is delayed or canceled, they must message the Host and request a modification of the start time. The Guest must notify Tago at least 24 hours before scheduled start and provide documentation (screenshot of the airline app, photo of the departures board).

If the Host cannot accommodate the new schedule, Tago issues a full refund to the Guest if documentation is valid. If the Host makes a good-faith effort documented in Tago messaging to reschedule but the parties do not reach agreement, Tago pays the Host earnings as if it were a Guest no-show.

Booking modifications

If the Guest requests a Trip modification and it is approved by the Host, that modification does not restart the free cancellation period. It remains tied to the time of the original Booking.

Early returns generate no credits or refunds, except when the Guest has submitted a modification request through the app and it has been approved before the Trip start.

Cancellation disputes

If you consider a cancellation was processed incorrectly, you may open a dispute from your Trip history in the app within 48 hours of the cancellation. The counterparty has 72 hours to respond with evidence.

If no agreement is reached, Tago reviews the evidence and issues a non-binding resolution within 10 business days. Disputes not resolved internally are governed by Salvadoran legislation and fall under the jurisdiction of the civil and commercial courts of San Salvador.

Consumer Users may file complaints with the Consumer Defense Office — defensoria.gob.sv · Tel. 910.