Cancellation and Refund Policy
CubaDriver acts solely as an intermediary between customers and independent collaborators (drivers and service providers). Our role is to facilitate connections, and we are not directly responsible for the actions or errors of these collaborators. Below are the updated policies regarding cancellations and refunds:
1. Cancellations by Customers
Full Refund (72 Hours or More):
Customers who cancel at least 72 hours before the scheduled pick-up time are eligible for a full refund. Early cancellations allow adequate time to reassign services to other customers, minimizing disruptions and operational challenges. Refunds will be processed within 5 business days after the cancellation request is confirmed.
Partial Refund (50%) – Less than 72 but More than 24 Hours:
Cancellations made between 72 and 24 hours before the scheduled pick-up time qualify for a 50% refund. This policy balances customer flexibility with the logistical challenges such cancellations pose to collaborators. The remaining 50% is retained to compensate collaborators for their preparation time and reserved slots.
No Refund (Less than 24 Hours):
Cancellations made less than 24 hours before the scheduled pick-up time are not eligible for a refund. This is because such last-minute changes severely disrupt collaborators’ schedules, making it impractical to accommodate new bookings within the given time frame. We encourage customers to communicate changes as early as possible to avoid this scenario.
2. Service Quality Concerns
Reporting Issues During the Trip:
Customers must report service issues immediately during the trip via our support hotline or online chat. CubaDriver will document and escalate these reports to the relevant collaborator for prompt resolution. Examples of issues include vehicle delays, driver behavior, or discrepancies in service quality. Timely reporting ensures that corrective actions, such as providing alternative transportation or addressing driver concerns, can be implemented without delay.
Post-Trip Complaints:
Complaints submitted within 24 hours of service completion will be reviewed thoroughly. While CubaDriver strives to maintain high-quality services through rigorous collaborator management, no compensation will be provided for issues caused by collaborators. Instead, we focus on corrective actions, including issuing formal warnings, retraining requirements, or permanently banning non-compliant collaborators to protect future customer experiences.
3. Non-Responsibility for Collaborator Actions
As an intermediary, CubaDriver does not assume responsibility for delays, errors, or dissatisfaction caused by individual collaborators. Customers acknowledge that all collaborators operate independently and are solely responsible for the quality and fulfillment of their services. CubaDriver’s role is limited to:
- Vetting collaborators to ensure they meet a baseline standard of professionalism, including valid licenses, vehicle inspections, and adherence to our code of conduct.
- Monitoring performance using customer feedback and internal audits to identify areas of improvement or misconduct.
- Providing an accessible platform for customers to report and track concerns while ensuring a transparent review process for all parties involved.
4. CubaDriver’s Right to Cancel
CubaDriver reserves the right to cancel any booking or service at its sole discretion and without prior justification. Examples of reasons for cancellation include but are not limited to: unforeseen operational challenges, safety concerns, or non-compliance by collaborators. Customers will be notified as promptly as possible via their registered contact information. If a cancellation is initiated by CubaDriver, customers may be eligible for a full refund, provided the cancellation is not due to factors beyond our control, such as natural disasters or public emergencies.
5. Submission of Refund Requests
Refund requests must be submitted in writing within three (3) days of the scheduled service date. Requests should include:
- Booking confirmation number.
- Details of the service in question, including date, time, and location.
- A clear description of the issue or reason for the refund request.
Requests are processed within 7 business days. CubaDriver will only process refunds related to cancellations or platform-specific errors, and customers will receive updates regarding the status of their request throughout the review process.
6. Right to Deny Refund Requests
CubaDriver reserves the right to deny refund requests that violate company policies, are fraudulent, or are deemed abusive. Examples include attempting to exploit refund policies for personal gain or submitting incomplete or misleading information during the refund request process. Refunds will not be issued for issues arising solely from collaborator actions or decisions unless otherwise specified.
7. Non-Utilization of Services
Customers who opt for alternative transportation without notifying CubaDriver in advance are not eligible for a refund. Adhering to pre-arranged schedules is critical to maintaining seamless operations for all customers and collaborators. We encourage timely communication of any changes to minimize disruptions and ensure service efficiency.
8. Final Notes
This policy is designed to establish clear expectations and maintain fairness while emphasizing CubaDriver’s role as an intermediary. Customers are encouraged to familiarize themselves with this policy before booking to understand their rights and responsibilities. For any questions or clarifications, please contact our support team at info@cubadriver.com.
