Last updated: [INSERT DATE]
1. Overview
This policy explains how cancellations, rejections, no-shows, and refunds are generally handled on the 4DTA platform. Because 4DTA is a marketplace connecting Customers, Drivers and Agencies, the specific outcome of a cancellation can depend on timing, the party responsible, and the terms agreed for a particular booking.
2. Customer Cancellation
Customers may be able to cancel a Request or confirmed booking through the app. Depending on timing relative to the scheduled trip, a cancellation may or may not be eligible for a full refund of any amount paid. [INSERT ACTUAL CUSTOMER CANCELLATION TERMS]
3. Driver Cancellation
Drivers may be able to cancel an accepted Request in limited circumstances. Repeated or late cancellations by a Driver may affect their standing on the Platform. [INSERT ACTUAL DRIVER CANCELLATION TERMS]
4. Agency Cancellation
Where an Agency manages the Driver or vehicle associated with a booking, the Agency may be responsible for coordinating any necessary cancellation or reassignment. [INSERT ACTUAL AGENCY CANCELLATION TERMS]
5. Request Rejection
Drivers and Agencies may reject a Request before accepting it. A rejected Request does not create a booking and, where payment was not yet collected, does not require a refund.
6. No-Shows
If a Customer is not present at the agreed pickup, or a Driver does not arrive for a confirmed booking, this may be treated as a no-show. [INSERT ACTUAL NO-SHOW POLICY]
7. Late Cancellation
Cancellations made close to the scheduled pickup time may be treated differently from earlier cancellations, and may affect refund eligibility. [INSERT ACTUAL LATE CANCELLATION WINDOW]
8. Refund Eligibility
Refund eligibility depends on the circumstances of the cancellation, including which party cancelled and when. [INSERT ACTUAL REFUND ELIGIBILITY CRITERIA]
9. Refund Processing
Where a refund is due, it will generally be processed back to the original payment method through the applicable payment provider. Processing times may vary by provider. [INSERT ACTUAL PROCESSING TIMELINE]
10. Platform Fees & Non-Refundable Amounts
Certain platform fees, where applicable, may be non-refundable even where the underlying transportation amount is refunded. [INSERT ACTUAL FEE TREATMENT]
11. Exceptional Circumstances
Where a cancellation results from circumstances outside a party's reasonable control, 4DTA support may review the situation on a case-by-case basis. This does not guarantee a particular outcome.
12. Disputes
If you disagree with a cancellation or refund outcome, you can raise it through our Grievance Redressal process or contact support directly.