Cancellation Policy
Cancellation & Refund Policy
MOOVA - Wheelz Connect Booking Services
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General Policy Overview
At MOOVA, operated under Wheelz Connect Booking Service, we are committed to a fair and transparent cancellation and refund process for both renters and hosts.
- Host policies take precedence. Hosts may set their own cancellation/refund policies in the listing.
- If no host policy is provided, the MOOVA Default Policy applies.
- All refunds are subject to these terms and applicable law.
Definitions & Time Calculations
Rental Start Time
The scheduled start time shown in the booking.
Local Time Zone
All timing (deadlines, grace periods) is calculated using the pickup location's time zone.
No-Show
Renter fails to appear within 60 minutes of the Rental Start Time and is unreachable through Platform messaging/phone.
For Renters
Host-Specified Policy
Adherence
You must follow the host's stated policy in the listing and booking confirmation.
Visibility
The host's policy is displayed on the vehicle listing and in your booking details.
MOOVA Default Policy
(applies only if the listing has no custom policy)
7+ days before Rental Start
Full refund minus a 10% administrative fee
3–7 days before Rental Start
50% refund of the total rental amount
Within 3 days of Rental Start
No refund
No-Show
No refund
Modifications & Early Returns
Date/time changes are subject to host approval. If a change shortens the rental and the host has no custom policy, MOOVA's default applies to the removed portion.
Early return does not entitle you to a refund for unused time unless the host's policy explicitly allows it or MOOVA Support approves due to Extenuating Circumstances.
Refund Process
How to Request
Use the MOOVA app/website or email support@moovarides.com
Timing
Approved refunds are processed within 7–10 business days. Your bank/card issuer may take additional time to post the funds.
Method
Refunds are made to the original payment method and currency. Exchange-rate differences and issuer fees are outside MOOVA's control.
For Hosts
Host-Specified Policy
Custom Policies
You may define your own cancellation/refund policy. It must be clear, lawful, and displayed on the listing.
Enforcement
You are responsible for enforcing your policy; MOOVA Support can help mediate disputes.
MOOVA Default Policy for Hosts
(applies only if the listing has no custom policy)
Cancellation by Host (any time)
Renter receives a full refund (including MOOVA service fee).
Late Host Cancellation (within 24 hours of Rental Start)
Host incurs a penalty equal to 10% of the rental amount.
Payout Adjustments
Host payouts may be reduced by: approved renter refunds, penalties, unpaid Platform fees, or fines/chargebacks tied to the booking.
Special Circumstances
Extenuating Circumstances (Renters or Hosts)
A full or partial refund may be granted where events beyond a party's control prevent or materially impair the rental, including:
- •Declared natural disasters, severe weather events making travel unsafe, or government-issued travel/road closures
- •Serious illness, injury, hospitalisation, or death of renter, host, or immediate family (documentation required)
- •Vehicle unsafe/unroadworthy at pickup (e.g., failed brakes/tyres/lights) or materially misrepresented listing (wrong vehicle, missing documents)
- •Host no-show or failure to provide access within a reasonable window
MOOVA may request supporting documentation and will evaluate each case individually.
Non-Qualifying Situations
Examples that generally do not qualify:
- Change of mind
- Itinerary changes
- Routine weather
- Traffic
- Failure to have required documents/licence
Dispute Resolution
Mediation
MOOVA offers mediation for cancellation/refund disputes.
Final Decision
If unresolved, Wheelz Connect Booking Service (operator of MOOVA) may make a determination based on evidence (Platform messages, timestamps, photos, telematics logs, receipts). This does not limit statutory rights.
Additional Terms
Service Fees & Third-Party Costs
MOOVA service fees are non-refundable except when the host cancels or as required by law/Extenuating Circumstances.
Third-party/irrecoverable costs (e.g., payment gateway charges already incurred) may be deducted where permitted by law and disclosed.
Security Deposits / Pre-authorisations
Card holds may be placed before start. Unused holds are released after the booking; posting times depend on your issuer.
Deductions may apply for approved claims (e.g., damage, missing fuel/charge, late fees) with evidence.
Chargebacks
Filing a chargeback outside this policy may result in account review/suspension. MOOVA will submit evidence to your issuer, including Platform logs.
Policy Updates
We may update this policy; changes take effect upon posting unless stated otherwise. We will notify users by email or via the Platform for material updates.
Contact Us
Questions about this policy: support@moovarides.com
By using MOOVA, you acknowledge that you have read, understood, and agreed to this Cancellation and Refund Policy.
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For support, contact us at support@moovarides.com