Cancellation and Refund Policy
This Cancellation & Refund Policy (hereinafter referred to as the “Policy”) is applicable on the tourists/users who book a service on Tour By Me (hereinafter referred to “you” or “your” or “tourist“) on our website – https://tourbyme.com/ and/or its related mobile application, namely, “Tour By Me” as available on Google Play Store, and Apple App Store (hereinafter individually as well as collectively, referred to as the “Platform” or
“App” or “Site” or “Website”).
If you do not accept this Policy in its entirety, then you cannot book a service on our App or our website.
This Policy shall be read in conjunction with our Terms & Conditions.
1. DEFINITIONS
Unless expressly states otherwise, all the capitalized terms used in this Policy shall have the same meaning
as ascribed to them in the Terms & Conditions.
2. ACCEPTANCE OF THIS POLICY
By booking a service on our Platform, you hereby represent that you have read, understood, and agreed to be bound by this Policy, our Terms & Conditions, and Privacy Policy statement, and any future updates and additions to these policies, as published from time to time at the App or Website, or as otherwise may be communicated to you via email.
3. SERVICES DESCRIPTION AND QUALITY OF SERVICE
Please note, it is the third-party Service Providers (Tour Guides or Divers) who provide the services to you booked on our App or Website. These Service Providers are independent individuals or businesses, and these Service Providers are not under the control of Tour By Me or associated with Tour By Me in any manner. Therefore, Tour By Me disclaims all guarantees and warranties in respect to the completeness, accuracy, or quality of such services provided by the Service Providers. Therefore, we do not warrant that the description of services that you find on our App/Site will always be accurate, complete, reliable, safe, current or error-free. Similarly, we do not warrant that their services will always be as expected by you.
4. ISSUES WITH SERVICE PROVIDERS
a) What happens if Tour Guide/Driver does not show up: If Service Provider (i.e. Tour Guide or Driver) does not show up on the scheduled time or location, our App has a button to speak with our lovely customer care service, which could have a look at the circumstances, and assist in sending another driver to a specific location, subject to the availability of such driver/tour guide. We will definitely prioritize this issue if this circumstance ever happens.
b) Other Situations: Please note, our App has an emergency button which may help you in any difficult circumstance by sending your precise location (based on your consent/permission) to our
customer service, and subject to availability, we may be able to send someone to take care of the issue.
5. CANCELLATION, RESCHEDULING AND REFUNDS
a) Cancellation by Tourists: The Tourists are entitled to cancel the services booked by them.
i. Bookings where services are scheduled after a period of 1 week or more: For cancellations of such bookings, users have the option of cancelling the booking within a period of 7 (seven) days calculated from the moment the service is booked. In such case, full refund of the booking price will be made to the Tourist, but shall be subject to a such fee which may be charged by Tour Guide for cancellations, and/or to pay for cost under certain circumstances, for instance if driver already booked the voucher to go a specific location/event, etc. However, in cases of cancellations after 7 (seven) days or more or in case of no-show, no refund of the booking price will be made to the Tourist. Once the Tourist cancels the booking within the time mentioned above, he/she receives the funds back into the original payment method. To cancel, contact us at [email protected].
ii. Bookings where services are scheduled within 7 days or less: For cancellations of such bookings, users have the option of cancelling the booking within a period of 24 (twenty-four) hours calculated from the moment the service is booked. In such case, full refund of the booking price will be made to the Tourist, but shall be subject to a such fee which may be charged by Tour Guide for cancellations, and/or which may be charged to pay for cost under certain circumstances, for instance if driver already booked the voucher to go a specific location/event, etc. However, in cases of cancellations after 24 (twenty-four) hours or more or in case of no-show, no refund of the booking price will be made to the Tourist. Once the Tourist cancels the booking within the time mentioned above, he/she receives the funds back into the original payment method. To cancel, contact us at [email protected].
b) Cancellation by Service Providers: The Service Providers may at times cancel or reschedule a scheduled booking for certain reasons beyond their reasonable control. In such cases, we will try to accommodate you by providing you a different Service Provider for such services. Please speak to our customer care in such situations.
c) Complaints: Post conclusion of the tour, there can be no cancellations. However, in case you are unsatisfied with a tour or services provided by the Service Provider or their behaviour, you are entitled to raise a complaint immediately, and we will look into the same, and take actions as per our policies, in our sole discretion. Please provide us reasonable time to look into such complaints, and take necessary action.
d) Time Period of Credit: Once we accept your refund request, and issue you a refund, your refund will be credited to your original method of payment (bank or wallet, as the case may be). It may take up to 5 to 7 business days for such credit to reflect in your original method of payment. If your refund is taking more time than usual, feel free to reach out to us at [email protected], and we will look into it for you.
6. GOVERNING LAW AND DISPUTE RESOLUTION
Unless provided by the relevant statute, rules or directives applicable to the jurisdiction in which you reside, in case of any claims, disputes or controversies arising out of or in relation to the services, or this Policy, the same shall be dealt with as per the Governing Law and Dispute Resolution clause as mentioned in the Terms & Conditions.
7. UPDATES TO THIS POLICY
We may add to or change or update this Cancellation & Refund Policy at any time, from time to time, entirely at our own discretion, with or without any prior written notice. You are responsible for checking this Policy periodically. Your use of the Platform after any amendments to this Policy shall constitute your acceptance to such amendments.
Last updated on September 01, 2022