1. Purpose
This Cancellation and Refund Policy ("Policy") defines the contractual rules, timeframes, financial penalties, host compensation allocations, and refund mechanisms applicable when a reservation is cancelled, modified, or terminated by a Renter, Host, or DRYVE247.
2. Scope
This Policy applies to all Bookings, extensions, early returns, and cancellations executed on the DRYVE247 Platform within the Republic of Ghana.
3. Definitions
All capitalized terms not defined herein shall bear the meanings set forth in preceding platform documentation.
"Booking Total" means the disclosed rental price, platform service fee, any expressly approved and accepted contractual waiver charge, other agreed booking charges and applicable taxes. No insurance premium is included or collected by DRYVE247.
"Extenuating Circumstances" means an unforeseen, unavoidable event (e.g., severe natural disaster, catastrophic flooding in Accra, declared state of emergency, civil unrest, or airport closure) that renders trip performance legally or physically impossible.
"Free Cancellation Window" means the specified period prior to trip commencement during which a Renter may cancel without incurring financial penalties.
"No-Show" means a situation where a Renter fails to arrive to take custody of the Vehicle within two (2) hours of the scheduled pickup time without communication, or where a Host fails to make the Vehicle available.
4. Parties Covered
This Policy binds DRYVE247 LTD, all Renters, Hosts, and Fleet Operators.
5. Eligibility
All confirmed reservations are subject to these structured cancellation rules.
6. Rights
Renter Refund Rights: Renters are entitled to full refunds when cancellations occur within the Free Cancellation Window, where the Host cancels, or where the vehicle is delivered in an unroadworthy or unsafe condition.
Host Earnings Protection: Hosts are entitled to compensation when Renters cancel late or fail to show up, protecting hosts against lost rental opportunities.
7. Responsibilities
Cancellation Notice: Parties must execute cancellations directly through the in-app cancellation button to generate an official timestamp; verbal, SMS, or informal off-platform cancellations are strictly void.
Prompt Refund Processing: DRYVE247 is responsible for executing eligible refund instructions within forty-eight (48) hours of cancellation.
8. Prohibited Conduct
No party shall:
Cancel a confirmed reservation to bypass platform fees or negotiate an off-platform transaction;
Cancel a reservation for discriminatory reasons prohibited under Article 17 of the 1992 Constitution;
Falsely claim Extenuating Circumstances to evade cancellation fees.
9. Operational Procedures: Cancellation Tiers and Refund Schedules
┌────────────────────────────────────────────────────────────────────────┐
│ RENTER CANCELLATION SCHEDULE │
├────────────────────────────────┬───────────────────────────────────────┤
│ Cancellation Timing │ Refund & Financial Consequence │
├────────────────────────────────┼───────────────────────────────────────┤
│ ≥ 24 Hours before Trip Start │ • 100% Full Refund of Booking Total │
│ (Free Cancellation Window) │ • 100% Release of Security Deposit │
├────────────────────────────────┼───────────────────────────────────────┤
│ < 24 Hours before Trip Start │ • Refund of Booking Total LESS one │
│ │ day's rental rate (paid to Host) │
│ │ • Full Refund of Service Fees & Dep. │
├────────────────────────────────┼───────────────────────────────────────┤
│ No-Show (After 2 Hours) │ • 100% Forfeiture of first 2 days │
│ │ rental rate (Host compensated) │
│ │ • Full Release of Security Deposit │
└────────────────────────────────┴───────────────────────────────────────┘
Host Cancellation Rules
Hosts who cancel confirmed reservations cause significant disruption to travelers and are penalized as follows:
Cancellation Fee: If a Host cancels within forty-eight (48) hours of trip start, DRYVE247 levies a cancellation penalty of GH₵ 300 / USD $25, debited from future earnings;
Review Penalty: An automated public review stating "Host cancelled reservation at short notice" is published on the vehicle’s public profile;
Calendar Block: The dates of the cancelled trip are permanently blocked on the Host's calendar;
Renter Remedy: The Renter receives an immediate 100% refund plus a platform travel credit of GH₵ 150 toward an alternative booking.
Early Returns
If a Renter returns a vehicle earlier than the scheduled return time, no refund is issued for the unused trip days, as the Host reserved that inventory exclusively for the Renter and forgave other bookings.
10. Evidence and Documentation Requirements
Parties claiming Extenuating Circumstances must submit official proof within twenty-four (24) hours of cancellation:
Medical emergencies: Certified hospital admission letter or doctor's certificate;
Flight disruptions: Official airline flight cancellation notice or boarding pass record;
Natural emergencies: Official National Disaster Management Organisation (NADMO) bulletins or government emergency declarations.
11. Payments and Financial Consequences
Refund Disbursement Channels: Refunds are credited exclusively to the original payment instrument used at checkout (credit card or Mobile Money wallet).
Currency and Conversion: Refunds are issued in the currency originally billed. DRYVE247 is not responsible for foreign exchange variations or international transaction fees charged by the Renter's issuing bank.
12 Independent Insurance Responsibilities
Cancellation and Independent Policies: Cancellation ends the booking and any booking-specific contractual waiver in accordance with its accepted terms. DRYVE247 does not activate or cancel insurance; the Host must deal directly with its independent insurer about any policy consequence.
13. Privacy and Data Protection
Cancellation reasons, medical notices, and travel disruption documents are handled securely under the Data Protection Act, 2012 (Act 843) and deleted pursuant to Document 29.
14. Safety Obligations
If a Renter cancels because the vehicle presented an Active Safety Defect at pickup, the Renter receives a 100% refund, the Host receives no payout, and the vehicle is delisted until re-inspected under Document 8.
15. Reporting Obligations
Parties must report extenuating events immediately to permit operational reassignment.
16. Disputes
Disputes regarding cancellation fee assessments shall be adjudicated by DRYVE247 Customer Resolutions, with escalation under Document 59.
17. Enforcement
Cancellation fees and host penalties are enforced automatically through platform billing algorithms under the Electronic Transactions Act, 2008 (Act 772).
18. Suspension and Termination
Hosts who cancel more than two (2) confirmed reservations within any rolling ninety (90) day period are subject to listing suspension or permanent account debarment.
19. Applicable Law
This Policy is governed by the laws of the Republic of Ghana, specifically the Contracts Act, 1960 (Act 25) and constitutional protections under Article 20 of the 1992 Constitution.
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20. International Users
International travelers are protected by these cancellation provisions. The 24-hour Free Cancellation Window applies globally, calculated based on the local time zone of the vehicle's location in Ghana (GMT).
21. Amendments
Cancellation rules may be adjusted for special high-demand periods (e.g., "December in GH" holiday season), subject to explicit disclosure at checkout.
22. Severability
If any provision is declared unenforceable, the remaining cancellation terms remain binding.
23. Contact Information
Bookings & Cancellations Desk
DRYVE247 LTD
Email: cancellations@dryve247.com