Cancellation Policy

1. Overview and Consumer Rights

This Cancellation Policy sets out your rights and obligations when cancelling transportation services booked through the NOYAXI platform. This policy complies with the Consumer Rights Act 2015, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and other applicable UK consumer protection legislation.

2. Passenger Cancellation Rights and Procedures

2.1 Cooling-Off Period (Free Cancellation)

In accordance with consumer protection regulations, you may cancel your booking without charge if:

• Within 2 minutes of booking: No fee applies during this cooling-off period
• Before driver assignment: Full refund available during the initial booking window
• Statutory rights: You exercise your consumer cancellation rights where applicable under UK law

2.2 Post-Assignment Cancellations

Once a driver has been assigned and begins travelling towards your pickup location, cancellation charges may apply. These charges reflect:

• Reasonable costs incurred: Driver time and fuel compensation
• Lost opportunity costs: Fair compensation for driver's commitment
• Administrative expenses: Processing and coordination costs

Consumer Protection: All charges are proportionate and reflect genuine pre-estimate of loss as required under UK contract law.

2.3 No-Show Policy and Consumer Protections

Consumer protections for no-show situations:

• Charges reflect actual costs incurred by the driver
• Emergency situations considered on case-by-case basis
• Right to appeal through our complaints procedure
• Access to alternative dispute resolution if needed
• Protection under Consumer Rights Act 2015 for unfair charges

3. Cancellation Fee Structure and Consumer Protections

Our fee structure complies with the Consumer Rights Act 2015 and reflects genuine pre-estimates of loss. All charges are proportionate and reasonable.

4. Driver Cancellations and Consumer Protections

4.1 Legitimate Driver Cancellations

Drivers may cancel bookings in the following circumstances, with full consumer protection:

• Safety concerns: Regarding pickup location, passenger behaviour, or vehicle safety
• Emergency situations: Vehicle breakdown, medical emergency, or unforeseen circumstances
• Passenger non-compliance: Incorrect pickup location, failure to respond to contact attempts
• Force majeure: Weather conditions, road closures, or other events beyond control

4.2 Consumer Rights for Driver Cancellations

4.3 Automatic Rebooking Service

When a driver cancels, NOYAXI will:

• Immediately attempt to assign an alternative driver at no extra cost
• Provide real-time updates about rebooking status
• Issue full refund if no alternative driver is available within reasonable time
• Offer priority booking for your next journey
• Provide customer service support throughout the process

5. Refund Process and Consumer Rights

5.1 Refund Entitlements

Under the Consumer Rights Act 2015 and Payment Services Regulations 2017, you are entitled to refunds in the following circumstances:

• Cancellation within cooling-off period: Full refund within 14 days
• Driver-initiated cancellations: Immediate full refund
• Service not provided as described: Full or partial refund as appropriate
• Exceptional circumstances: Refund at our discretion for emergencies or safety concerns

5.2 Processing Times (Regulatory Compliance)

In accordance with Payment Services Regulations 2017:

• Eligible Cancellations: Refunds processed within 5-7 business days
• Credit/Debit Cards: 3-5 business days to appear in your account (may vary by bank)
• Digital Wallets: 1-3 business days
• NOYAXI Credit: Instant refund to your account balance
• Disputed Charges: Temporary refund pending investigation (up to 8 weeks)

5.3 Refund Limitations and Consumer Protections

6. Special Circumstances and Force Majeure

6.1 Weather-Related Cancellations

During severe weather conditions that affect service safety:

• No cancellation fees apply for safety-related cancellations by either party
• Drivers may cancel without penalty for dangerous driving conditions
• Full refunds issued for weather-related service suspensions
• Alternative arrangements offered where possible
• Consumer protection maintained throughout adverse weather events

6.2 Emergency Situations and Consumer Protections

No fees apply for cancellations due to:

• Medical emergencies: Passenger or driver health situations
• Safety concerns: Immediate danger or security threats
• Platform technical issues: NOYAXI system failures or app problems
• Force majeure events: Events beyond reasonable control (strikes, natural disasters)
• Regulatory compliance: Government restrictions or transport authority directives

6.3 Consumer Rights in Special Circumstances

7. Dispute Resolution and Consumer Rights

7.1 Internal Complaints Procedure

If you believe a cancellation fee was charged incorrectly or wish to dispute any aspect of this policy:

1. Initial Contact: Contact our customer support team within 24 hours of the incident
2. Evidence Submission: Provide relevant details, screenshots, or documentation
3. Investigation: Our team will investigate and respond within 48 hours
4. Resolution: We aim to resolve complaints fairly and in accordance with consumer rights

7.2 Escalation and Appeal Process

If you are not satisfied with our initial response:

• Senior Review: Request escalation to our senior customer service team
• Additional Evidence: Submit any further context or supporting documentation
• Final Decision: Senior team decision within 5 business days
• Written Response: Detailed explanation of decision and reasoning provided

7.3 Alternative Dispute Resolution (ADR)

7.4 Regulatory Authorities

You may also contact relevant regulatory authorities:

• Competition and Markets Authority (CMA): For competition and consumer protection issues
• Financial Conduct Authority (FCA): For payment services and financial conduct matters
• Local Trading Standards: For consumer protection and fair trading issues
• Citizens Advice: For free consumer advice and support

8. Best Practice Guidelines for Consumers

8.1 Avoiding Cancellation Charges

To minimise the risk of cancellation fees whilst protecting your consumer rights:

• Plan Carefully: Only book when you are certain you require the service
• Accurate Information: Provide correct pickup location and contact details
• Timely Communication: Contact your driver promptly if issues arise
• Early Cancellation: Cancel as soon as you know the service is not needed
• Emergency Procedures: Understand your rights in emergency situations

8.2 Understanding Your Rights

8.3 Emergency Contact Procedures

In emergency situations affecting your booking:

• Immediate Safety: Contact emergency services (999) if in immediate danger
• Medical Emergencies: Prioritise health and safety over booking concerns
• NOYAXI Support: Contact our 24/7 emergency support line
• Documentation: Keep records of emergency circumstances for dispute resolution