1. Overview
At Waykiko, we understand that travel plans can change. Our refund policy is designed to be fair and transparent, providing clear guidelines for cancellations and refunds. This policy applies to all bookings made through our platform.
We offer flexible cancellation options depending on your booking package and the timing of your cancellation. Please read this policy carefully to understand your rights and our procedures.
2. Cancellation Deadlines and Refund Amounts
2.1 Standard Cancellation Policy
30+ days before pickup
100% refund
5-10 business days
15-29 days before pickup
75% refund
5-10 business days
8-14 days before pickup
50% refund
5-10 business days
7 days or less before pickup
No refund
N/A
2.2 Package-Specific Policies
Base Package
- Non-refundable booking fee
- Standard cancellation policy applies to rental amount
- Insurance costs are non-refundable
Advanced Package
- Free cancellation up to 30 days before pickup
- 75% refund for cancellations 15-29 days before
- 50% refund for cancellations 8-14 days before
- No refund for cancellations within 7 days
Complete Package
- Free cancellation up to 48 hours before pickup
- 90% refund for cancellations 3-7 days before
- 75% refund for cancellations 8-14 days before
- 100% refund for cancellations 15+ days before
3. How to Request a Refund
3.1 Cancellation Process
- Log into your account on the Waykiko website
- Go to "My Bookings" and find your reservation
- Click "Cancel Booking" and confirm your cancellation
- Select refund method (original payment method or credit)
- Receive confirmation email with refund details
3.2 Required Information
When requesting a refund, please provide:
- Booking reference number
- Customer name and email address
- Original payment method details
- Reason for cancellation (optional but helpful)
- Preferred refund method
3.3 Contact Methods
- Online: Through your account dashboard
- Email: [email protected]
- Phone: +353 (01) 123 4567
- Live Chat: Available on our website
4. Refund Processing
4.1 Processing Times
Credit/Debit Cards
5-10 business days
Depends on your bank
SEPA Transfer
3-5 business days
European bank accounts only
Cryptocurrency
1-3 business days
At current exchange rates
Platform Credit
Immediate
Valid for 12 months
4.2 Refund Methods
- Original Payment Method: Refund to the card or account used for payment
- Platform Credit: Store credit for future bookings (valid for 12 months)
- Alternative Payment: Different payment method (may incur fees)
- Bank Transfer: Direct transfer to your bank account
4.3 Refund Fees
- No fees for refunds to original payment method
- €5 processing fee for alternative payment methods
- Bank transfer fees may apply (varies by country)
- Currency conversion fees for international refunds
5. Special Circumstances
5.1 Force Majeure Events
In case of force majeure events, we may offer full refunds regardless of cancellation timing:
- Natural disasters (earthquakes, floods, hurricanes)
- Government travel restrictions or bans
- Pandemics or health emergencies
- War, civil unrest, or terrorism
- Severe weather conditions affecting travel
- Airport closures or major transportation disruptions
5.2 Vehicle Unavailability
If we cannot provide the booked vehicle due to:
- Mechanical issues or breakdowns
- Accident damage to the vehicle
- Vehicle theft or vandalism
- Maintenance or safety recalls
- Partner company issues
We will offer:
- Full refund of all charges
- Alternative vehicle (if available)
- Compensation for inconvenience
- Assistance with alternative arrangements
5.3 Customer Service Issues
If you experience poor service or technical issues:
- Contact our customer service team immediately
- Document the issue with photos or screenshots
- We will investigate and provide appropriate compensation
- Partial or full refunds may be offered at our discretion
6. Non-Refundable Items
The following items are generally non-refundable:
- Booking fees: Administrative costs for processing reservations
- Insurance premiums: Once coverage begins, premiums are non-refundable
- Extras and add-ons: GPS, child seats, camping equipment
- Processing fees: Credit card or payment processing charges
- Late cancellation fees: Charges for last-minute cancellations
- No-show charges: Fees for failing to pick up the vehicle
7. Disputes and Appeals
7.1 Dispute Resolution
If you disagree with a refund decision:
- Contact our customer service team with detailed explanation
- Provide supporting documentation (emails, receipts, etc.)
- Request escalation to a supervisor if needed
- Consider mediation through consumer protection agencies
7.2 Appeal Process
- Submit written appeal within 30 days of refund decision
- Include all relevant documentation and evidence
- We will review and respond within 10 business days
- Final decisions may be appealed to regulatory authorities
8. Platform Credit and Vouchers
8.1 Platform Credit
- Valid for 12 months from issue date
- Can be used for any future booking
- Non-transferable to other accounts
- Cannot be converted to cash
- May be combined with other promotions
8.2 Gift Vouchers
- Non-refundable once purchased
- Valid for 24 months from purchase date
- Can be transferred to other users
- May be used for partial payments
- Expired vouchers cannot be extended
9. International Refunds
9.1 Currency Conversion
- Refunds are processed in the original currency
- Exchange rates are determined by your bank or payment provider
- Currency conversion fees may apply
- Processing times may be longer for international transactions
9.2 Regional Variations
- Local laws may affect refund policies
- Some countries have mandatory cooling-off periods
- Tax refunds may be handled separately
- Different payment methods may have varying processing times