Cancellation and Refund Policy (Wallet-based)
This Cancellation & Refund Policy applies to all bookings made through our
platform ("Bookiora"). By creating an account, making a booking, or listing services, you
agree to the terms outlined below.
Effective Date: 2025-09-08
1. General Principles
- The Platform acts as an intermediary marketplace connecting Explorers (customers) and Partners
(hotels, surf camps, and vehicle rental providers).
- Each Partner sets their own cancellation and refund conditions, which are displayed on the
service listing.
- By booking a service, the Explorer accepts the Partner's cancellation policy as well as this
Platform policy.
2. Cancellation by Explorers
- Explorers may cancel bookings through the Platform, subject to the Partner's cancellation rules.
- Refund eligibility will depend on the cancellation deadline and rules specified by the Partner
at the time of booking.
- Non-refundable bookings are not eligible for refunds.
3. Cancellation by Partners
- If a Partner cancels a confirmed booking, the Explorer is entitled to a full refund.
- Refunds will be credited to the Explorer's wallet.
- The Platform may impose penalties, including suspension or permanent removal, on Partners who
repeatedly cancel confirmed bookings.
4. Refunds & Wallet Credits
- Refunds are not returned to the original payment method. Instead, they are credited as wallet
balance in the Explorer's Platform account.
- Wallet funds can be used for future bookings within the Platform only.
- Wallet funds are non-transferable between users and cannot be withdrawn into bank accounts or
external wallets, except in exceptional cases at the Platform's sole discretion.
5. Validity of Wallet Funds
- Wallet balances remain valid for 12 months from the date of credit.
- Expired wallet balances will not be refunded, reinstated, or extended.
6. Commission Handling
- The Platform charges Partners a 10% commission on successful bookings.
- In case of a full refund to an Explorer, no commission will be deducted from the Partner.
7. Force Majeure
- In cases of natural disasters, pandemics, government restrictions, or other extraordinary
circumstances, the Platform may override Partner policies to issue refunds, partial credits, or
rescheduling options.
