Payment & Cancellation Policy

Last Updated: July 05, 2025

This Payment & Cancellation Policy outlines the terms for payments, refunds, and cancellations on the Vrooz peer-to-peer vehicle rental platform. Vrooz operates as an intermediary connecting vehicle owners with renters. By using Vrooz, you agree to these terms.

Important: Vrooz does not own or operate any vehicles. All rental transactions are between vehicle owners (hosts) and renters (guests), with Vrooz facilitating the connection and payment processing.

1. Payment Policy

Payment Authorization

By booking with Vrooz, you authorize us to securely store your payment method and charge it for your trip and any additional costs that may occur during or after your trip.

Additional Charges

Vrooz may charge your saved payment method after the trip for any additional costs, including but not limited to:

• Extra kilometers
• Additional rental days
• Fuel charges
• Damages or penalties
• Late return fees

Charges are calculated based on the final trip details and applied automatically to the stored payment method.

Payment Timing

For Self-Drive Rentals (Standard Booking):

• Vehicle Rental Fee & Service Fee: Paid at the time of booking
• Security Deposit: Automatically captured from your saved payment method 24 hours before trip start
• Deposit Capture Retry: If the initial capture fails (insufficient funds, card declined, etc.), the system will automatically retry every 1 hour
• Automatic Cancellation: If the security deposit cannot be captured by 6 hours before trip start, the booking will be automatically cancelled and treated as a guest no-show with remarks "Security deposit not paid"
• Contact & Location Sharing: Exact location and contact details are shared 24 hours before trip commencement, after security deposit capture is confirmed
• Additional Charges: Charged after trip completion as needed

For Self-Drive Rentals (Instant Booking - within 24 hours of trip start):

• Vehicle Rental Fee & Service Fee: Paid immediately at the time of booking
• Security Deposit: Captured immediately at the time of booking along with the rental fee
• Contact & Location Sharing: Shared immediately after booking confirmation and deposit capture
• Additional Charges: Charged after trip completion as needed

For With-Driver Rentals:

• Vehicle Rental Fee & Service Fee: Paid at the time of booking
• Advanced Payment: Full payment required at least 24 hours before trip start
• Contact & Location Sharing: Exact location and contact details are shared 24 hours before trip commencement, after advanced payment is confirmed
• Additional Charges: Charged after trip completion as needed

Security Deposit Refund

The security deposit is a refundable amount held to cover potential damages, fines, or policy violations during the rental period.

Refund Timeline

• Successful Trip Completion: Security deposit is automatically refunded within 3 working days after the trip ends, provided no damage claims, disputes, or additional charges are pending
• Trip Cancellation by Host: Security deposit is refunded immediately if captured
• Trip Cancellation by Guest: Security deposit is refunded according to the cancellation policy terms

Conditions for Full Refund

Full security deposit refund requires:

• Vehicle returned on time and to the agreed location
• No damages reported by the vehicle owner
• No traffic fines or violations during the rental period
• Vehicle returned with the same fuel level as received
• No cleaning fees applicable
• No outstanding disputes or claims

Partial or No Refund

The security deposit may be partially or fully withheld for:

• Vehicle Damages: Repair costs deducted from the deposit
• Traffic Fines: Any fines incurred during the rental period
• Late Returns: Late return fees as per vehicle listing
• Fuel Charges: If vehicle returned with less fuel than received
• Cleaning Fees: If vehicle requires excessive cleaning
• Policy Violations: Any violations of rental terms

Refund Method

Security deposits are refunded to the original payment method used during booking. Refund processing times depend on your payment provider (typically 5-10 business days after initiation).

2. Cancellation Policy

This policy applies to both Renters (guests) and Vehicle Owners (hosts). All cancellations must be processed through the Vrooz platform.

Booking Types

• Standard Booking: Bookings made more than 24 hours before trip start
• Instant Booking: Bookings made within 24 hours of trip start

3. Guest No Show

A guest no show occurs when the guest does not arrive to pick up the vehicle within 2 hours of the scheduled trip start time, and does not cancel the trip, or fails verification at pickup.

Situations that count as a guest no show

The following qualify as a no show:

• The guest does not arrive at the meetup location within 2 hours
• The guest arrives but fails identity or licence verification
• The guest sends someone else to collect the vehicle
• The guest refuses to complete required checks or documentation
• The guest cannot provide a valid licence or required documents

What the host receives

The guest is charged the full cost of the booking. The host is paid based on trip length.

Trips 2 days or shorter

• The host receives 75 percent of one day of the average trip price

Trips longer than 2 days

• The host receives 2 full days of the average trip price

What Vrooz keeps

After paying the host, the balance is retained by Vrooz as the platform fee and operational cost.

Guest refund

There is no refund for a guest no show.

4. Host No Show

A host no show occurs when the host does not appear to hand over the vehicle at the scheduled time and location, and does not cancel the trip.

Situations that count as a host no show

• The host does not arrive at the meetup point within 1 hour
• The host turns off the phone, does not respond, or is unreachable
• The vehicle is not available, not drivable, or not in acceptable condition
• The host refuses to provide the vehicle without a valid reason
• The host cancels the trip at the last minute

Consequences for the host

• A host no show fee of Rs. 15,000 is charged
• The trip is cancelled and the guest receives a full refund
• Vrooz compensation credit for the guest
• Repeated no shows may result in account suspension

5. Late Cancellations by Guests

Guests can cancel free within 24 hours of placing the booking, as long as the cancellation happens at least 24 hours before the trip start time. A late cancellation is when a guest cancels within 24 hours before the trip start.

After the free window (24 hours after booking placement up to 24 hours before trip start)

• The host receives 50 percent of one day of the average trip price
• Vrooz keeps the remaining amount as the platform fee
• The guest receives the remaining balance after deductions

Cancellations within 24 hours of trip start

• The host receives 75 percent of one day of the average trip price for short trips (2 days or less), or 2 full days average trip price for longer trips (3 days or more)
• The remaining amount is kept by Vrooz
• The guest receives the remaining balance after deductions

6. Late Cancellations by Hosts

Grace Period for Vehicle Owners

Vehicle Owners have a 15-minute grace period after a booking is confirmed to cancel without penalty. This allows time to review booking details and ensure availability.

• Within 15 minutes of booking confirmation: Free cancellation, no penalties
• After 15 minutes: Standard cancellation policies apply based on timing

Continuous Cancellation Policy

Warning: Continuous or repeated cancellations by Vehicle Owners may lead to:

• Formal warnings from Vrooz Support
• Temporary listing restrictions or suspension
• Reduced visibility in search results
• Increased cancellation fees for subsequent cancellations
• Permanent account suspension for severe or repeated violations
• Removal from the platform

Vehicle Owners are expected to maintain reliable availability and only list vehicles they can commit to renting.

Late Cancellation Penalties

A host cancelling within 24 hours before the trip start creates inconvenience for the guest.

Host penalty

• A cancellation fee of Rs. 15,000 is charged to the host
• Repeated late cancellations may lead to listing restrictions

What the guest receives

• Full refund
• Vrooz compensation credit

Cancellation Fees

Cancellation Timing	Fee Amount	Additional Actions
More than 24 hours before trip start	LKR 2,500	Automated review added to listing
Less than 24 hours before trip start	LKR 5,000	Automated review + potential listing suspension
No-show (failure to deliver vehicle)	LKR 15,000	Account review + potential permanent removal

Detailed No-Show Policy

For Vehicle Owner no-shows (failure to deliver vehicle):

• LKR 15,000 penalty fee automatically charged
• Full refund to renter within 24 hours
• Automated negative review on vehicle listing
• Account suspension for repeated violations
• Permanent removal from platform for severe cases

Valid Exceptions

Cancellation fees may be waived for valid reasons including:

• Safety concerns
• Vehicle mechanical issues (with documentation)
• Medical emergencies
• Legal requirements

7. Invalid Pickup or Fraud Cases

If the guest arrives but cannot verify identity, the situation is treated as a guest no show.

If the host provides a different vehicle, or the vehicle is unsafe or misrepresented, it is treated as a host no show.

8. How Payments Work

• When a no show or cancellation occurs, the system calculates the required charge based on this policy
• Vrooz transfers the compensation amount to their payout account
• The remaining amount stays with Vrooz as a platform fee
• Refunds, if applicable, are processed instantly

This ensures that hosts are protected from losses and that guests are discouraged from irresponsible behaviour.

9. Why Vrooz Keeps a Portion

The retained portion covers:

• platform operations
• customer support
• fraud handling
• dispute resolution
• payment gateway charges
• verification systems
• platform sustainability

This allows Vrooz to protect hosts while maintaining a fair and stable peer-to-peer marketplace.

10. Platform Role and Liability

Intermediary Platform: Vrooz operates solely as an intermediary platform facilitating connections between vehicle owners and renters. We do not:

• Own, operate, or maintain any vehicles listed on the platform
• Provide insurance coverage for vehicles, renters, or third parties
• Guarantee vehicle condition, availability, or suitability
• Assume liability for damages, accidents, or disputes between parties

Payment Processing: Vrooz processes payments on behalf of vehicle owners and holds funds in escrow until trip completion. Commission and service fees are deducted as outlined in the Terms of Service.

Dispute Resolution: While Vrooz provides dispute resolution support, final responsibility for rental agreements, vehicle condition, and insurance matters rests with the vehicle owner and renter.

10. Refund Policy

Processing Time

Approved refunds are processed within 5-7 business days to the original payment method. Processing times may vary depending on your payment provider.

Refund Methods

• Credit/Debit Cards: 5-7 business days
• Bank Transfers: 7-10 business days
• Digital Wallets: 1-3 business days

Non-Refundable Items

• Service Fees (platform facilitation fees)
• Cleaning fees (if applicable)
• One-way fees (if applicable)
• Booking modifications after free period

Dispute Resolution

Any disputes regarding cancellations, refunds, or additional charges must be submitted within 48 hours of the scheduled trip end. Vrooz Support will review platform records and make a final decision based on this policy.

Policy Enforcement

Vrooz reserves the right to apply enforcement actions including:

• Formal warnings
• Temporary restrictions on bookings or listings
• Account suspension or termination
• Financial penalties for policy violations

11. Additional Charges & Fees

Trip Modifications

If a renter requests a trip modification and it's approved, the free cancellation period does not reset. Extensions or changes may incur additional fees.

Late Returns

Late return fees are calculated based on the rental amount and vehicle type. The specific late return fee structure is determined by the Vehicle Owner and displayed in the vehicle listing.

• Late return fees vary by vehicle and are specified in the listing
• Security deposit may be applied to late fees
• Additional charges for extended use beyond the grace period
• Vehicle Owners set their own late return policies and fees

Damage Claims

• Claims processed within 48 hours of trip completion
• Security deposit applied to verified damages
• Additional charges for excess damage claims

Mileage Charges

Mileage limits and excess mileage charges are set by individual Vehicle Owners and specified in each vehicle listing.

• Free mileage allowance is specified in each vehicle listing
• Excess mileage charges vary by vehicle and are mentioned in the listing details
• Calculated based on final odometer reading at trip end
• Vehicle Owners set their own mileage policies and rates

12. Special Circumstances

Force Majeure

In cases of force majeure (natural disasters, government restrictions, etc.), standard cancellation policies may be modified at Vrooz's discretion.

Travel Disruptions

If a renter experiences flight/train delays or cancellations:

• Notify Vehicle Owner immediately
• Provide documentation (boarding passes, delay notices)
• Request trip modification through Vrooz platform
• Full refund if modification not possible

Early Returns

No refunds or credits issued for early returns unless a trip modification request is submitted and approved through the platform.

13. Contact Information

For questions about payments, cancellations, or refunds, please contact us:

14. Policy Updates

This Payment & Cancellation Policy may be updated periodically. Users will be notified of significant changes via email and in-app notifications. Continued use of the platform constitutes acceptance of updated terms.