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Refund and Cancellation Policy

At Cooly Connects, we strive to provide our customers with a hassle-free and reliable luggage porter service. However, we understand that circumstances may change, and you may need to modify or cancel your booking. This policy outlines the terms and conditions for refunds and cancellations.

1. Cancellation by Customer

  • Free Cancellation Window: Cancellations made up to 24 hours before the scheduled pickup time will be eligible for a full refund.
  • Late Cancellations: Cancellations made less than 24 hours before the scheduled pickup will incur a cancellation fee of 50% of the booking amount.
  • No-Show Policy: If the porter arrives at the pickup location and the customer is unavailable, the booking will be marked as a no-show, and no refund will be provided.

2. Rescheduling

  • Customers can reschedule their booking up to 24 hours before the pickup time without any additional charges, subject to availability.
  • Rescheduling requests made less than 12 hours before the scheduled need to be contacted to our customer care support. 

3. Cancellation by Cooly Connects

In the unlikely event that Cooly Connects cancels your booking due to unforeseen circumstances, customers will receive a full refund or the option to reschedule at no additional cost.

4. Refund Processing

  • Approved refunds will be processed within 7 business days to the original payment method.
  • If the refund is delayed due to issues beyond our control (e.g., banking delays), customers will be notified promptly.

5. Non-Refundable Scenarios

  • Cancellation requests made after the scheduled pickup time.
  • Inaccurate booking details provided by the customer leading to service issues.
  • Luggage that exceeds the pre-agreed quantity or dimensions, resulting in service denial.

6. Dispute Resolution

If you believe a refund or cancellation was handled incorrectly, you can contact our customer support team at support@coolyconnects.com. We will review your case and respond within 5 business days.

We recommend that customers thoroughly review their booking details and our terms before confirming a reservation to ensure a smooth experience.