Cancellation, Rescheduling & Refund

1. Policy for a confirmed booking

This policy applies after a booking has been confirmed. All cancellation and payment cutoffs are measured from the scheduled pickup time shown in the confirmed booking.

2. How to request cancellation or rescheduling

Call or send a WhatsApp message from the number used for the booking and provide the customer name, pickup date and booking reference. A request is recorded only after it is acknowledged through the verified booking channel.

3. Cancellation more than 72 hours before pickup

When a confirmed booking is cancelled more than 72 hours before the scheduled pickup time, the ₹1,000 booking amount is fully refundable.

4. Cancellation within 72 hours of pickup

When a confirmed booking is cancelled 72 hours or less before the scheduled pickup time, the ₹1,000 booking amount is non-refundable.

5. Advance due 48 hours before pickup

A 50% advance is due no later than 48 hours before pickup. If the advance is not received by the cutoff, the booking may be cancelled automatically, the reserved date may be released and the ₹1,000 booking amount will be non-refundable.

6. Rescheduling

A request to change the date is subject to vehicle and driver availability. The booking moves to a new date only after the new availability and updated trip details are confirmed on WhatsApp. Until that confirmation is issued, the original pickup date and its cancellation cutoffs continue to apply.

7. Changes to route, duration or requirements

Changes to the route, pickup point, number of days, journey duration, stops or additional services must be rechecked for availability. Any resulting difference in the confirmed total will be shown in the updated booking confirmation before the change is accepted.

8. Non-recoverable third-party costs

Confirmed décor, food, permits, parking, partner services or other third-party costs already committed for the booking may be non-refundable where they were disclosed before payment.

9. Weather, road and authority restrictions

Unsafe weather, road closures, authority restrictions or inaccessible venues may require a route change, delay or rescheduling. The available option will be communicated on WhatsApp according to operational and safety conditions.

10. Operator cancellation or breakdown

If Roving Suites cannot provide the confirmed service, the customer will be offered an available replacement or rescheduling option. Where the service cannot be provided and no alternative is accepted, the applicable amount paid for the unavailable service will be refunded.

11. Refund processing

An approved refund will be initiated to the original digital payment method or verified customer account. Bank and payment-provider processing timelines may apply after the refund is initiated.