MARGOGUIDE CANCELLATION, REFUND, AND NO-SHOW POLICY

Effective Date: 01/02/2026

Last Updated: 28/02/2026

At MargoGuide, we strive to make your travel experiences seamless and enjoyable. This Cancellation, Refund, and No-Show Policy ("Policy") outlines the rules for cancellations, refunds, and no-shows on our platform. It applies to all bookings made through the MargoGuide app or website ("Platform") between Travellers and independent Guides. By booking a service on the Platform, you agree to this Policy, as incorporated into the Traveller Terms & Conditions and Guide Onboarding Agreement.

Important Notes:
- All bookings require users to be 18 years or older.
- This Policy is designed to balance fairness for Travellers and Guides while ensuring Platform integrity.
- "Trip Start Time" means the scheduled start of the booked experience or service.
- All refunds are processed within 5-10 business days, subject to bank and payment gateway processing times. Refunds will be made to the original payment method.
- Disputes must be raised within 7 days after trip completion. Evidence such as booking records, chat logs, and location data (retained per our Privacy Policy) may be required for resolution.
- The Platform may investigate claims and exercise discretion in applying compensatory measures.
- In the event of modifications to an accepted booking (e.g., itinerary changes), material changes (e.g., significant alterations to inclusions, location, or duration) are subject to this Policy and may require re-approval or refund processing. All changes must be agreed upon via in-app chat and documented.

Traveller Cancellation Policy
As a Traveller, you may cancel your booking at any time, but refunds depend on timing:
- More than 48 hours before Trip Start Time: Full refund of the 20% advance payment (no refund on the optional Secure Trip Cancellation fee, if purchased).
- Within 48 hours of Trip Start Time: No refund of the advance or any balance paid.
-Personal Emergency Cancellation (before 48 hours): If verified by the Platform (subject to investigation), you receive no refund, but the Guide is compensated 50% of the booking amount.

If you fail to pay the remaining balance within 48 hours of the Trip Start Time, your booking will be auto-cancelled per this Policy, with no refund of the advance.

GUIDE CANCELLATION POLICY
Guides are independent contractors and must honor accepted bookings. However:
- More than 48 hours before Trip Start Time: Guide may cancel without penalty. You (Traveller) receive a full refund of the advance. The Platform may attempt to match you with another Guide in the same area (subject to availability).
- Within 48 hours of Trip Start Time: Guide is charged 20% of the booking amount as dues. The Guide's profile may be deactivated until dues are cleared. This impacts the Guide's credibility rating, visible on their profile. In certain cases (subject to investigation), you may receive 50% of the booking amount as 'Points' (Platform credits for future bookings). If the Guide has a history of multiple cancellations, additional benefits may not apply.
- Personal Emergency Cancellation (before 48 hours): If verified (subject to investigation), you receive a full refund plus 50% Points. The Guide's profile is not impacted.

SECURE TRIP CANCELLATION (OPTIONAL ADD-ON)
For added protection, purchase this paid feature at booking (applies only to Guides with low cancellation history):
- If the Guide cancels (any time), receive a full money-back refund (conditions apply, including verification).
This does not cover Traveller cancellations or no-shows.
- Secure Trip Cancellation may apply only for Guides with low cancellation history.

NO-SHOW POLICY
A "no-show" occurs if a party fails to arrive within 30 minutes of the scheduled meeting point without prior notice.
- Guide No-Show: Full refund to you (Traveller). Guide is penalized 100% of the booking amount (deducted from future payouts). Guide's account may be set inactive.
- Traveller No-Show: No refund. Guide is compensated 50% of the booking amount. Your account may be set inactive.
- Covered scenario: if either party does not show up within X hours, the no-show party account may be set inactive.

UNFORESEEN CIRCUMSTANCES (BEFORE 48 HOURS OF TRIP START TIME)
The Platform may cancel or modify bookings due to force majeure events (e.g., war, severe weather, political unrest, or natural disasters), subject to investigation:
- Full refund issued to Traveller.
- No compensation to Guide unless verified as Platform error.
- Trip may be cancelled from platform side due to unforeseen scenarios such as war, weather, political events, or personal emergencies (subject to platform investigation).
- If Traveller cancels due to personal emergency: Guide receives 50% compensation; Traveller receives no refund (subject to investigation).
- If Guide cancels due to personal emergency: Traveller receives full refund + 50% points; Guide profile not impacted (subject to investigation).
- In the event of unforeseen circumstances beyond reasonable control (e.g., war, severe weather, political events, government restrictions, strikes, or natural disasters), either party may request rescheduling or cancellation without liability to the other party or the Company. Refunds, credits, or rescheduling will be handled exclusively as per the Unforeseen Scenarios Policy. The Company reserves the right to investigate such claims, request supporting evidence (e.g., official alerts or documentation), and make the final decision for safety, integrity, and fairness, including admin override to approve or deny requests.

PLATFORM RIGHTS AND DISCRETION
- The Platform reserves the right to cancel bookings for safety, policy violations, or operational reasons.
- Points are discretionary and non-transferable.
- Repeated violations may lead to account suspension.

GOVERNING LAW AND DISPUTE RESOLUTION
This Policy is governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of courts in Vizianagaram, Andhra Pradesh, or arbitration seated in Vizianagaram under the Arbitration and Conciliation Act, 1996.

We may update this Policy; changes will be notified via the Platform. Continued use constitutes acceptance. For support, contact us at guide.support@margoguide.com.