Refund Policy

Introduction

This Refund Policy explains how cancellations and refunds work for bookings made through RoveGH. By completing a booking on RoveGH, you agree to the terms outlined below. Our goal is to be fair, transparent, and reliable for travellers while ensuring smooth operations with our transport partners.

Refund Eligibility & Timeline

If you choose to cancel your booking, the following applies: • More than 5 hours before departure → 90% refund. A flat 10% cancellation fee applies, regardless of how far in advance you cancel. • 5 hours or less before departure → No refund. The cancellation fee applies to the ticket amount only.

When Full Refunds Apply

You are eligible for a full refund (excluding non-refundable fees) if: • The trip is cancelled by the transport operator • The trip does not depart as scheduled due to operator fault • RoveGH is unable to deliver the booked service This full-refund rule applies only when the operator or RoveGH is at fault — it is separate from the cancellation fee described above, which applies when you choose to cancel a trip yourself.

Non-Refundable Fees

For full refunds, a non-refundable processing fee of approximately 2% may be deducted to cover payment provider charges. This fee is charged by third-party payment providers and is not retained by RoveGH.

Refund Processing Time

Approved refunds are processed within 1 to 24 hours — every day, including weekends.

Non-Refundable Circumstances

Refunds will not be issued in the following situations: • Failure to show up for the trip (no-show) • Cancellation within 5 hours of departure • Issues unrelated to the transport service or RoveGH • Incorrect passenger details provided by the traveller

Requesting a Refund

You don't need an account to request a refund. Without an account: 1. Go to Find my booking at /track 2. Enter your booking reference and the phone number you booked with 3. Open your booking and choose Cancel booking With an account: 1. Log in to your RoveGH account 2. Go to My Bookings 3. Select the booking and choose Cancel For assistance, you may contact us via support@rovegh.com.

Disputes & Appeals

If you disagree with a refund decision, you may submit a dispute or appeal within 24 hours, including weekends. Disputes submitted after 24 hours may not be reviewed. RoveGH will assess all appeals fairly, and final decisions are binding.

Platform Responsibility

RoveGH operates as a booking and coordination platform. While transport operators deliver the trips, RoveGH manages customer support, refunds, and dispute resolution to ensure a smooth experience for travellers.