This policy explains what happens when a client or a host cancels a booking on Autoplug, and how refunds are paid.
Before a host accepts
A booking starts as a request to the host. Until the host accepts it, you can cancel the request at any time at no cost, and a host may decline it. Nothing is charged for a request that is cancelled or declined.
Cancelling a confirmed booking
Once a host accepts, the request becomes a confirmed booking. A confirmed booking can be cancelled by either the client or the host from the booking page at any time before the trip starts. You'll be asked to choose a reason.
Before you confirm a cancellation, the app shows you exactly what will be refunded and what, if anything, will be charged. That preview is the figure that applies to your booking.
If nothing has been paid through Autoplug yet — for example a booking you agreed to settle in cash — cancelling moves no money.
If the client cancels
When a client cancels a paid booking, how much is refunded depends on the cancellation terms that apply to that booking and on how long before the start time the cancellation happens. Those terms can differ between vehicles, hosts and types of booking, and part of the amount may go to the host as compensation.
The exact refund — and anything kept — is always shown in the cancellation preview before you confirm. That preview is the figure that applies.
If the host cancels
If a host cancels a confirmed, paid booking, the client is refunded according to the cancellation terms that apply to that booking. The amount is shown in the cancellation preview before the host confirms.
Hosts who cancel may be charged a cancellation penalty, deducted from their Autoplug wallet. This can take the wallet balance below zero, in which case it is recovered from the host's future earnings.
How refunds are paid
Refunds are credited to your Autoplug wallet as soon as the cancellation is confirmed. You can use your wallet balance for future bookings, or withdraw it to a payment method on your account, such as mobile money. Standard fees for that payment method may apply to a withdrawal.
If you have an outstanding balance owed to Autoplug, a refund is first used to clear that balance.
Trips already under way
A booking cannot be cancelled in the app once the trip has started or finished. If something went wrong — the vehicle didn't turn up, it wasn't as described, or the trip was cut short — contact us and we'll review it.
Changes to this policy
We may update this policy from time to time. The version in force when you cancel is the one that applies, and the cancellation preview always reflects it.
Contact
For help with a cancellation or refund, contact us through the Support section of the app or at info@autoplug.tech.