Refund Policy

1. Overview

Cotrawell facilitates payments between travellers and trip hosts. When you book a trip, your payment is held by Cotrawell and released to the host after the trip is completed. This allows us to process refunds when cancellations or disputes arise before a trip takes place.

Refund eligibility depends on who cancels and how far in advance of the trip departure time the cancellation occurs.

2. Traveller Cancellations

If you are a traveller and you cancel a confirmed booking, the following refund tiers apply based on time before trip departure:

Refunds are calculated on the trip fare only. The Cotrawell service fee is non-refundable except in the cases described in Section 5.

3. Host Cancellations

If a host cancels a confirmed booking for any reason, the traveller receives a full refund of both the trip fare and the Cotrawell service fee.

Repeated cancellations by a host may result in account restrictions, reduced search visibility, or suspension from the platform.

If a host cancels within 24 hours of departure time, the traveller will additionally receive a platform credit of 10% of the booking value, applied to their next booking on Cotrawell.

4. No-Shows

Traveller no-show: If you do not arrive at the agreed pickup location within 15 minutes of the agreed departure time and have not notified the host, the booking is treated as a traveller cancellation with less than 12 hours' notice. No refund is issued.

Host no-show: If the host fails to appear and cannot be reached within 30 minutes of the agreed departure time, the booking is treated as a host cancellation. The traveller receives a full refund of the fare and service fee. Report no-shows through the platform immediately so we can investigate.

5. Cotrawell Service Fee

The Cotrawell service fee is charged at the time of booking and is displayed clearly before you confirm. It is non-refundable when a traveller cancels, regardless of timing.

The service fee is fully refunded in the following situations:

• The host cancels the trip
• A host no-show is confirmed
• The trip was materially different from what was listed (confirmed after dispute review)
• A technical error on Cotrawell's part resulted in a duplicate charge

6. Disputes and Complaints

If you believe the trip you experienced was materially different from what was listed — for example, the route was significantly altered, the vehicle was not as described, or the number of passengers exceeded the listed capacity — you may raise a dispute within 48 hours of the trip's scheduled end time.

1. Go to your booking in the Cotrawell app and select "Report an issue."

2. Describe the issue and include any relevant evidence (photos, screenshots, messages).

3. Our support team will review the dispute and contact both parties within 3 business days.

4. If the dispute is upheld, a full refund of the fare and service fee will be issued.

Disputes raised after 48 hours of trip completion will generally not be accepted, unless exceptional circumstances are demonstrated.

7. Refund Method

Refunds are returned to the original payment method used at the time of booking. We do not issue refunds in cash, by bank transfer to a different account, or via alternative payment methods unless the original payment method is no longer available.

If your original payment method has been cancelled or expired, contact us at support@cotrawell.com before raising a refund request.

8. Processing Timeline

Once a refund is approved, Cotrawell initiates the transfer within 2 business days. The time for funds to appear in your account depends on your payment provider:

• Credit/debit cards: 5–10 business days (varies by bank)
• UPI / Indian payment methods: 2–5 business days
• Canadian payment methods: 3–7 business days
• Cotrawell platform credit: Instant, visible in your account within 1 hour

9. Exceptions

Cotrawell may deviate from the standard refund policy in the following cases, at our discretion:

• Force majeure: Natural disasters, government-imposed travel restrictions, or events beyond either party's control may entitle travellers to a full refund regardless of timing. Supporting documentation may be required.
• Safety incidents: If a traveller or host reports a genuine safety incident, Cotrawell will review refund eligibility on a case-by-case basis.
• Platform errors: If a booking was made due to a platform error (e.g., a pricing bug or double-charge), Cotrawell will issue a full refund regardless of timing.

10. Your Consumer Rights

India: Nothing in this Refund Policy limits your rights under the Consumer Protection Act, 2019. Indian users may raise complaints with the appropriate Consumer Disputes Redressal Forum if a dispute with Cotrawell is not resolved satisfactorily.

Canada: Canadian users may have additional rights under provincial consumer protection legislation. Cotrawell complies with applicable Canadian consumer protection requirements and will not use this policy to override mandatory consumer rights.