Refund and Cancellation Policy
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1. Introduction
BOOKYOURCARAVAN (“Company” or “we” or “us” or “our”) provides a platform through its mobile application (“Platform”) that connects users (“Users”) with independent caravan owners/drivers (“Drivers”) for the purpose of booking caravans. This Refund and Cancellation Policy (“Policy”) outlines the terms under which Users may cancel bookings and request refunds. By using the Platform, Users agree to this Policy.
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2. Cancellation by Users
(a) Cancellation Timing
(i) Less than 48 hours before check-in time
Cancellations made within 48 hours of the scheduled start date of the caravan service are non-refundable. This includes bookings canceled within 48 hours of the start time, whether or not the User has communicated the cancellation intention. Given the proximity to the service start time, the Company and Driver are unlikely to find a replacement booking, and thus the entire booking amount will be forfeited. Users are advised to confirm their travel plans before making a booking to avoid such circumstances.
(ii) More than 21 Days Before the Start Date
If a User cancels their booking more than 21 days before the scheduled start date of the caravan service, the User will receive a full refund of the booking amount. However, any service fees charged at the time of booking, such as processing fees or platform usage fees, may be non-refundable, and these will be deducted from the total refund amount. The remaining balance will be refunded to the User’s original payment method. Users are encouraged to review their booking details, including service fees, before confirming the cancellation.
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(iii) Within 21 Days of the Start Date
Cancellations made within 21 days but more than 48 hours before the scheduled start date of the caravan service will incur a cancellation fee equal to 20% of the total booking amount. This means that 20% of the booking amount will be retained as a cancellation fee, and the remaining 80% will be refunded to the User’s original payment method. This policy reflects the short notice provided and the potential inconvenience caused to the Driver, who may not have the opportunity to secure another booking during the reserved time.
3. Cancellation by Drivers
(a) Driver-Initiated Cancellations
(i) In the event that a Driver cancels the booking for any reason, the User will receive a full refund of the booking amount, including any service fees that were initially charged. The refund will be processed to the original payment method used at the time of booking.
(ii) The Company will make reasonable efforts to assist the User in finding an alternative caravan. This may include searching for other available caravans within the User’s requested time frame and budget. However, the availability of alternative options cannot be guaranteed, especially during peak travel seasons or in remote locations.
(iii) It is important to note that the Company is not liable for any inconvenience, costs, or losses incurred by the User due to the Driver’s cancellation. This includes, but is not limited to, costs related to travel arrangements, accommodation, or any other services the User may have planned around the original booking. Users are encouraged to have contingency plans in place for such situations.
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4. Refund Process
(a)Refund Method
(i) Refunds will be processed to the original payment method used at the time of booking. If the original payment was made using a credit card, debit card, bank transfer, or digital wallet, the refund will be returned to the same account associated with that payment method.
(ii) In cases where the original payment method is no longer valid or accessible (e.g., a canceled credit card), the User must contact BOOKYOURCARAVAN customer support to arrange an alternative refund method. This may involve additional verification steps to ensure the security and accuracy of the refund process.
(b) Refund Timeline
(i) Refunds may take 7-10 business days [WU2] to reflect in the User’s account, depending on the payment provider’s processing times. While the Company will initiate the refund process promptly upon cancellation, the actual crediting of the funds may vary based on the policies of the User’s bank or payment provider.
(ii) Users are advised to monitor their account for the refund during this period. If the refund does not appear within the expected timeframe, Users should contact their bank or payment provider directly. The Company will provide a refund confirmation receipt upon request, which the User can use when inquiring with their payment provider.
5. Non-Refundable Scenarios
(a) No-Show
(i) If the User fails to show up at the designated pick-up location at the scheduled start date and time, the booking will be treated as a no-show. In such cases, no refund will be provided, and the entire booking amount will be forfeited. The Company and the Driver are under no obligation to provide a rescheduled service or any form of compensation for no-shows.
(ii)Users are strongly encouraged to arrive on time and communicate with the Driver through the Platform if they anticipate any delays. In some cases, Drivers may wait for a brief period (e.g., up to 30 minutes) [WU3] at their discretion, but this is not guaranteed and does not entitle the User to any refund or rescheduling.
(b) Partial Usage
(i) If the User decides to end the trip early or does not use the entire booked duration of the caravan service, no partial refunds will be provided. This applies regardless of the reason for early termination or partial usage, including changes in travel plans, dissatisfaction with the service, or external circumstances (e.g., weather conditions).
(iI) The booking is considered fully utilized once the service commences, and the Driver has fulfilled their obligation to provide the caravan for the agreed-upon time. Users are encouraged to carefully consider the duration and details of their booking before confirming to avoid any potential issues.
6. Platform’s Role
(a)Limited Liability
(i) BOOKYOURCARAVAN acts solely as an intermediary between Users and independent Drivers. The Company does not own or operate the caravans and is not responsible for the actual services provided by the Drivers. This includes, but is not limited to, the condition of the caravan, Driver behavior, punctuality, adherence to the agreed-upon itinerary, or any other aspect of the service.
(ii) Users acknowledge that they are booking services from independent third-party Drivers and that the Company’s role is limited to facilitating the booking process. Any disputes or claims arising from the service provided by the Driver should be directed to the Driver. The Company may, at its discretion, assist in mediating disputes, but it is not liable for any outcomes related to such disputes.
(iii) The Company disclaims all warranties, whether express or implied, regarding the quality, safety, legality, or fitness for a particular purpose of the services provided by the Drivers. Users are advised to conduct their own due diligence before making a booking and to review any available Driver ratings, reviews, or feedback on the Platform.
7. Changes to the Policy
(a) Modifications
(i) The Company reserves the right to modify or update this Policy at any time without prior notice to Users. Any changes to the Policy will be effective immediately upon posting on the Platform. The date of the last update will be indicated at the beginning of the Policy document.
(ii) Users are encouraged to review this Policy periodically to stay informed about any changes. Continued use of the Platform following the posting of changes constitutes acceptance of those changes. If a User does not agree with the modified Policy, they should discontinue using the Platform and cancel any pending bookings as per the terms outlined in this Policy.
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8. Contact Information
(a) Customer Support
(i)For any questions, concerns, or disputes regarding this Policy, Users may contact BOOKYOURCARAVAN customer support through the following channels:
Email: admin@bookyourcaravan.com
Phone: +91-7891739144
(ii)The customer support team for refunds and cancellation is available from 10:00 AM to 5:00 PM on all business days to assist with any inquiries related to cancellations, refunds, or any other aspect of the booking process. Users are encouraged to reach out promptly for any issues to ensure timely resolution.
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