Refund, Cancellation and Dispute Resolution Policy

1. General provisions

This Policy governs booking cancellations, refunds, claims and dispute resolution between Clients, Service Providers and the Platform.

By using the Platform and making a booking, the Client agrees to this Policy.

2. Platform status

The Platform provides technology and information services for searching, comparing, booking and communication between Clients and Service Providers.

Services listed on the Platform are provided by independent Service Providers. The Platform is not a tour operator, carrier, hotel, lessor, excursion agency or direct service provider unless expressly stated otherwise.

The relevant Service Provider is responsible for the actual provision of the service.

3. Deposit structure

Some services use a partial prepayment model. The deposit amount is shown to the Client before payment.

Unless stated otherwise on the service page, the deposit may be up to 20% of the full service price.

The deposit may include two parts: Booking Fee and Refundable Deposit.

4. Booking Fee

Booking Fee is the Platform fee for search and selection of offers, access to the Platform, booking processing, payment processing, technical maintenance, user support and administrative handling of the order.

The Booking Fee amount is shown to the Client before payment.

5. Refundable Deposit

Refundable Deposit is the refundable part of the deposit that secures the booking.

The Refundable Deposit amount is shown before payment and may be refunded fully or partially according to this Policy.

6. When a booking is confirmed

A booking is considered confirmed only after the Client submits a request, pays the deposit and the Service Provider confirms availability.

Before provider confirmation, the request may remain pending and is not considered a final booking.

7. Client cancellation

Unless special service terms are stated separately, the standard cancellation rules apply.

More than 7 days before the service start: the Client receives 100% of the Refundable Deposit. Booking Fee may be retained fully or partially as payment for Platform services already provided.

From 72 hours to 7 days before the service start: the Client may receive up to 50% of the Refundable Deposit, subject to booking terms and actual provider costs. Booking Fee is usually non-refundable.

Less than 72 hours before the service start: Refundable Deposit and Booking Fee are non-refundable.

8. Client no-show

If the Client does not arrive at the scheduled time and does not notify the Service Provider in advance, the booking is treated as a No-show.

In case of No-show, the deposit is not refunded and the booking may be considered completed or disrupted due to the Client's fault.

9. Provider cancellation

If the Service Provider cancels a confirmed booking through no fault of the Client, the Client is entitled to a full refund of the Booking Fee and Refundable Deposit.

The Platform may offer an alternative service, date change, voucher, bonus or promo code if the Client agrees.

Provider cancellations are recorded in the provider history and may affect rating and Platform access.

10. Force majeure

Force majeure includes natural disasters, airport closures, official restrictions, emergencies and other circumstances beyond reasonable control of the parties.

In such cases, the Platform reviews refunds individually considering documents, messages, provider terms and actual expenses.

11. Preliminary settlement

Before contacting a bank, payment system or external authority, the Client must first contact Platform support.

The Platform reviews the request and asks the Client and Service Provider for required materials.

12. Problem report and evidence

The Client should report the issue as soon as possible and attach evidence: messages, photos, documents, payment proof or proof that the service was not provided.

The Service Provider may also submit evidence: messages, arrival records, photos, documents and confirmation that the service was provided.

13. Claim review

The Platform reviews the materials, order history, booking statuses, cancellation time, service terms and behavior of both parties.

Review time depends on the complexity of the case and the availability of evidence.

14. Possible dispute decisions

The Platform may approve a full refund, partial refund, deny a refund, offer a date change, alternative service, voucher, bonus or promo code.

The decision is made based on this Policy, the terms of the specific service and the evidence provided.

15. Bad-faith claims

The Platform may deny a refund or restrict an account if false information, forged evidence, chargeback abuse or repeated bad-faith claims are detected.

16. Limitation of Platform liability

The Platform is not responsible for actions, omissions, service quality, delays or errors of independent Service Providers unless required by law.

The Platform assists in dispute resolution but does not guarantee the result of a service provided by an independent provider.

17. Chargeback and bank disputes

If the Client initiates a chargeback without first contacting Platform support, the Platform may submit order materials to the bank or payment system.

Chargeback abuse may lead to account restrictions.

18. Special service terms

Specific services may have special cancellation and refund rules stated on the service page or in provider terms.

If special terms are clearly shown before payment, they prevail over the standard rules of this Policy.

19. Final decision

By making a booking and paying the deposit, the Client confirms acceptance of this Policy.

Final decisions in disputed situations are made by Platform administration after review of submitted materials.