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EarnOn User – Booking Refund & Cancellation Policy

EarnOn User – Booking Refund & Cancellation Policy

Effective Date: 25-06-2025

Last Updated: 25-06-2025

1. Scope

This policy applies to all real-time or scheduled bookings made by travelers (users) with local guides through the Guide Channel on EarnOn. It covers cancellations, rescheduling, refunds, and no-show situations.

 

2. Guide Booking Overview

  • Bookings are confirmed only after full payment via EarnOn Wallet or integrated payment gateway.
  • Confirmation emails and session reminders are automatically sent to both parties.
  • Guides and travelers are expected to honor all scheduled appointments unless canceled or rescheduled within the allowed window.

3. Traveler-Initiated Cancellations

  • ≥48 Hours Before Booking Start:
    • ✅ Full refund to the traveler's wallet (100%)
  • 24 to <48 Hours Before Start:
    • ⚠️ 50% refund to wallet
  • <24 Hours Before Start or No-Show:
    • ❌ No refund provided

Note: Refunds apply only if the session was not yet completed or marked as “Started” by the Guide.

4. Guide-Initiated Cancellations

  • If a Guide cancels at any time before the session starts:
    • ✅ 100% refund to the traveler
    • 🔁 Optionally, the traveler may reschedule with the same or a different guide
    • 🚫 Excessive last-minute cancellations by guides will be flagged and may result in temporary suspension

5. Rescheduling Policy

  • Travelers and Guides can mutually agree to reschedule up to 12 hours before the session.
  • Rescheduling must be done via the platform interface to avoid losing payment guarantees.
  • Each session is eligible for only one reschedule.

6. No-Show Policy

  • Traveler No-Show: If the traveler does not join the session within 15 minutes of the scheduled start time, and has not requested a reschedule — no refund will be issued.
  • Guide No-Show: If the guide fails to appear within 15 minutes, a full refund will be provided, and the traveler may report the issue.

7. Exceptional Circumstances

EarnOn understands that emergencies may occur. Users can raise a dispute via the platform within 72 hours of the missed session for review. Exceptions may include:

  • Verified medical emergency
  • Natural disaster or transportation shutdown
  • Technical issue from the platform's end

8. Refund Method & Timeline

  • Refunds are credited back to the traveler’s EarnOn Wallet within 3–5 business days of approval.
  • Wallet funds can be used for future bookings or withdrawn (if KYC verified).

9. Abuse of Policy

  • Misuse of refund requests, fake cancellations, or dishonest reporting will result in permanent platform ban.
  • Guides repeatedly failing to honor bookings may be demoted or removed from Guide Channel.

10. Support

For any cancellation or refund concerns:
📧 Email: guidesupport@earnon.ai
📱 In-App Support Chat: Available 24/7
🕒 Resolution SLA: 24–48 business hours

 

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