User Cancellation Policy

Effective Date: 01/01/2025

At Jelpo, we understand that plans can change. Our User Cancellation Policy is designed to be fair to both users and car owners. Below are the terms that apply when a user cancels a booking.

Cancellation Before Pickup Time

• More than 24 hours before the scheduled pickup time:
  If a user cancels their booking more than 24 hours before the pickup time, they will receive a full refund, excluding any non-refundable service fees.
  

• Less than 24 hours before the scheduled pickup time:
  If a user cancels within 24 hours of the pickup time, 50% of the booking fee will be refunded, and the remaining 50% will be retained to cover the owner’s loss and operational costs.

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Cancellation After Pickup Time

• If a user cancels after the scheduled pickup time or fails to pick up the vehicle (no-show), no refund will be issued.

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Refund Process

• Refunds will be processed within 5–10 business days to the original payment method.

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Non-Refundable Fees

• Some fees, such as service fees or any special discounts, are non-refundable.

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Modifications to Booking

• If a user wishes to modify a booking instead of canceling, they must request the change at least 24 hours before the pickup time. Modifications are subject to availability and owner approval.

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Contact Us

• If you need assistance with a cancellation, please contact our support team at support@jelpo.com