Draft, pending legal review. Not reviewed by a lawyer, and not binding until it has been.
1. Before an operator accepts
A request holds the amount on your card; it does not take it. Cancel before the operator accepts and the hold is simply released — nothing was taken, so there is nothing to refund. The same happens automatically if the operator declines or does not answer in time.
2. Whose policy applies after that
The operator's. They carry you and they set their own terms, chosen from three policies. Whichever it is, it is shown before you request and frozen onto your booking — changing it later changes nothing already booked.
| Policy | Refund if you cancel |
|---|---|
| Flexible | In full up to 24 hours before pickup. Nothing after that. |
| Moderate | In full up to 72 hours before pickup; half up to 24 hours. Nothing after that. |
| Strict | In full up to 7 days before pickup; half up to 72 hours. Nothing after that. |
Your booking shows the policy as dated steps with real amounts, worked out against your actual pickup time in the pickup city's clock — not as a number of hours you have to calculate against.
3. Cancelling
From the journey in your account, at any time before pickup. You are shown what comes back before you confirm, computed at that moment.
4. If the operator cancels
You are told immediately and refunded in full, and you can book the same journey with another operator at their prices. Nothing is booked for you automatically.
5. What moovoy guarantees for itself
If the operator does not deliver the journey you paid for, you get your money back — no car arrived, a car so late the journey was pointless, a vehicle materially different from the one booked, or an operator that cancelled. Tell us from the booking within 14 days of the journey.
It does not cover a flight missed for another reason, a booking made for the wrong date, a journey you chose not to take, or consequential losses. Those lie against the operator.
6. Extras and changes
An extra is charged only when you approve it, so there is nothing to refund for one you declined. A change that makes the journey cheaper is refunded by the difference when the operator accepts it; one that costs more holds the difference until then, and releases it if they do not.
7. When the money arrives
Refunds go back to the card that paid — never as credit or a voucher. Two to five business days is typical; the booking shows the date it was sent.
8. Your statutory rights
Where the law of your country gives you a stronger right, it applies and nothing here reduces it. In the EU, a booked passenger transport service on a specified date is generally exempt from the 14-day withdrawal right — which is why the operator's policy is shown before you pay. For Türkiye, see the distance selling agreement.
9. Disagreeing with us
Write to hello@moovoy.com, or report the problem from the booking. We answer within five business days with a reason. You may also go to the consumer body where you live; we will not treat that as a breach of anything.