Cancellation & Refund Policy

1. Introduction

This Refund Policy explains the terms and conditions for cancellations and refunds for bookings made through the Lachin platform. Lachin is a technology platform and online booking software (SaaS) that connects passengers with independent transportation service providers.

Important: Refunds and cancellations follow this policy and are coordinated by Lachin support. If you paid the driver directly, any refund depends on what was agreed for that booking and may be handled between you, the driver, and our support team.

2. Cancellation Policy

2.1 How to Cancel

To cancel a booking, you can:

• Cancel through your account dashboard at My Bookings
• Contact our support team at support@lachin.vip
• Use the cancellation link in your booking confirmation email

Cancellation requests must be submitted before the pickup time to be eligible for a refund according to the timeline above.

3. Refund Process

3.1 Refund Eligibility

Refunds are processed according to the cancellation timeline above. The refund amount includes:

• Platform service fee (if applicable)
• Transportation cost (as per cancellation policy)

3.2 Processing Time

Once your cancellation is approved:

• Refund Approval: Within 24-48 hours of cancellation request
• Refund Processing: 5-10 business days after approval
• Credit Card Refunds: May take 1-2 additional billing cycles to appear on your statement

Where a refund is approved, we will apply it using the same channel you used where possible (for example, reversal to a platform wallet credit, or instructions for bank transfer). Timing may depend on banks or card networks when electronic refunds apply.

3.3 Refund Method

Refunds will be issued to the same payment method used for the original booking. If the original payment method is no longer available, please contact us at support@lachin.vip to arrange an alternative refund method.

4. Exceptional Circumstances

In certain exceptional circumstances, we may consider refund requests even if they fall outside the standard cancellation policy:

• Service Provider Cancellation: If the driver cancels the booking, you will receive a full refund
• Service Provider No-Show: If the driver fails to arrive at the scheduled pickup time, you will receive a full refund
• Vehicle Issues: If the vehicle is significantly different from what was booked or unsafe, you may be eligible for a refund
• Medical Emergencies: Documented medical emergencies may qualify for a refund (subject to review)
• Flight Delays/Cancellations: For airport transfers, documented flight delays or cancellations may qualify for a refund or rescheduling
• Force Majeure: Natural disasters, pandemics, or other force majeure events may qualify for a refund or rescheduling

To request a refund under exceptional circumstances, please contact us at support@lachin.vip with detailed documentation and explanation of the circumstances.

5. Service Provider Cancellations

If a transportation service provider (driver) cancels your booking:

• You will receive a full refund of the booking amount
• We will attempt to find an alternative service provider if time permits
• You will be notified immediately via email and/or SMS
• Refund processing will begin automatically

We are not responsible for delays or inconveniences caused by service provider cancellations, but we will make every effort to assist you in finding alternative transportation.

6. Non-Refundable Items

The following are generally non-refundable:

• Bookings cancelled less than 12 hours before pickup (except exceptional circumstances)
• No-show situations (passenger fails to appear at pickup location)
• Bookings that have already been completed
• Additional services or fees that have already been provided (e.g., tolls, parking fees already incurred)

7. Disputes and Appeals

If you disagree with a refund decision or believe you are entitled to a refund that was denied:

1. Contact our support team at support@lachin.vip with your booking reference number
2. Provide detailed information and any supporting documentation
3. Our team will review your case within 5-7 business days
4. We will notify you of our decision and any actions taken

If you are still not satisfied after our final decision, you may pursue remedies available under applicable consumer law or with your payment provider if a separate card or wallet payment was used.

8. Platform Service Fees

Platform service fees are refundable according to the same cancellation timeline as the transportation cost. If you receive a full refund, the service fee is included. If you receive a partial refund, the service fee is refunded proportionally.

In cases where the service provider cancels or fails to provide the service, the platform service fee is fully refundable.

9. Contact Us

For questions about cancellations, refunds, or this policy, please contact us:

10. Policy Updates

We may update this Refund Policy from time to time. Material changes will be communicated via email to registered users and posted on our website with an updated "Last updated" date. Your continued use of our Service after such changes constitutes acceptance of the updated policy.