1. Purpose
This policy explains when cancellations, refunds, credits, rescheduling, no-show charges, and partial refunds may apply on UrbanBook.
UrbanBook handles many categories. Refund outcomes may depend on the type of transaction, timing, vendor rules, product condition, legal restrictions, payment status, safety issues, and whether the customer or vendor caused the problem.
2. General Rule
A customer may receive a refund, partial refund, credit, replacement, rescheduling, or other remedy where a confirmed order or booking cannot be fulfilled as promised and the customer is not responsible for the failure.
A refund may be denied or reduced where the customer cancels too late, does not attend, provides wrong information, breaches rules, damages property, misuses goods, refuses lawful requirements, or receives the service substantially as described.
3. Cancellation Windows
Some listings may show specific cancellation windows. A cancellation window may differ for hotels, services, events, rentals, venues, food, pharmacy-related orders, experiences, real estate viewings, or custom quotes.
If a listing-specific cancellation rule is valid and clearly shown before confirmation, that rule may apply. UrbanBook platform rules still control where a listing rule is unfair, unclear, unlawful, hidden, or inconsistent with UrbanBook policy.
4. Customer Cancellations
Customers may cancel through the platform or support where cancellation is available. Refund eligibility depends on timing and the applicable rule.
Customers may not avoid a cancellation policy by making a false complaint, raising a false payment issue, refusing required check-in steps, or failing to attend.
If a customer cancels after the vendor has incurred non-recoverable costs, such as custom preparation, reserved capacity, ordered supplies, staff allocation, ticket allocation, delivery dispatch, or third-party charges, those costs may be deducted where allowed.
5. Vendor Cancellations
If a vendor cancels a confirmed transaction without a valid reason, the customer may be eligible for a full refund, rescheduling, replacement, or other support outcome.
Valid reasons may include safety issues, customer breach, unavailable inventory despite reasonable care, weather risk, emergency, legal restriction, failed verification, payment failure, or force majeure.
Vendors who repeatedly cancel confirmed transactions may face listing restrictions, lower visibility, payout review, suspension, or other enforcement.
6. No-Shows and Late Arrivals
A customer may be treated as a no-show if they do not arrive, arrive after the permitted grace period, cannot be reached for delivery or access, do not provide required documents, refuse lawful entry or safety rules, or fail to make themselves available for the confirmed service.
No-shows may be non-refundable or partially refundable depending on the listing, timing, vendor costs, and category.
7. Food, Perishable Goods, and Prepared Orders
Prepared food, fresh items, custom orders, and perishable goods may not be refundable once preparation, dispatch, or delivery has started, unless the vendor failed to provide the order, delivered the wrong item, delivered unsafe or materially defective goods, or another valid reason applies.
Customers must report food or delivery issues promptly and provide clear evidence where requested.
8. Events and Tickets
Event tickets may be non-refundable unless the event is cancelled, materially changed, duplicated in error, or a specific refund rule applies. If an event is postponed, the ticket may remain valid for the new date unless UrbanBook or the organizer offers another remedy.
Entry may be refused without refund where the attendee breaches event rules, fails age or identity requirements, arrives after entry closes, or presents an invalid or previously used ticket.
9. Stays, Rentals, Venues, and Asset-Based Bookings
Stays, vehicles, venues, equipment, and party rentals may include deposits, cleaning fees, late fees, damage deductions, or no-show charges. Refunds may be reduced for late cancellation, early departure, damage, missing items, excessive cleaning, fuel shortage, rule breaches, or unauthorized use.
10. Pharmacy and Restricted Items
Pharmacy-related products and restricted items may have limited refund options because of safety, tampering, storage, prescription, and regulatory requirements. Refunds may be refused once goods leave controlled custody unless required by law or the product is defective, incorrect, unsafe, or not supplied.
11. Refund Method and Timing
Approved refunds are normally returned through the original payment route or another method UrbanBook approves. Refund timing may depend on payment providers, banks, mobile money operators, verification checks, holidays, and unresolved disputes.
UrbanBook may deduct non-refundable charges, used portions, damage amounts, third-party charges, or fees where allowed.
12. Abuse
UrbanBook may restrict accounts that repeatedly cancel, create false refund claims, misuse chargebacks, damage vendor operations, or abuse goodwill remedies.