❌ Cancellation Policy

At Luu Travels & Logistics, we understand that plans can change. This Cancellation Policy outlines the terms and conditions for canceling your booking with us. Please read it carefully before making a reservation.

1. Cancellation Timeline and Fees

The following cancellation fees apply based on the time of cancellation relative to your scheduled departure time:

2. How to Cancel a Booking

• Via Dashboard: Log in to your account, go to "My Bookings," select the booking, and click "Cancel Trip."
• Via WhatsApp: Send a cancellation request to our WhatsApp number: 076 845 7061.
• Via Email: Send a cancellation request to LuuTravels611@gmail.com with your booking reference number.
• Via Phone: Call us at 076 845 7061 during business hours.
• Please have your booking reference number ready when requesting a cancellation.
• Cancellation requests made via WhatsApp or email must be confirmed by our team.

3. Refund Processing

• Processing Time: Refunds are processed within 5-7 business days.
• Payment Method: Refunds are issued to the original payment method used for the booking.
• Cash Payments: For cash payments, refunds will be processed via EFT to your bank account.
• Card Payments: For card payments, refunds are processed through Paystack and will reflect in your account within 5-7 business days.
• Promo Codes: Discounts applied via promo codes are not refundable as cash.
• Partial Refunds: If you cancel within 12-24 hours, only 50% of the trip fare will be refunded.

4. Cancellation by Luu Travels & Logistics

• Driver Unavailability: If we are unable to assign a driver to your trip, you will receive a full refund.
• Vehicle Breakdown: If the assigned vehicle experiences a breakdown, we will attempt to provide an alternative vehicle. If unavailable, you will receive a full refund.
• Extreme Weather: In the event of severe weather conditions that make travel unsafe, we may cancel the trip and provide a full refund.
• Emergency Situations: In the event of emergencies, we reserve the right to cancel trips and provide full refunds.
• We will notify you as soon as possible if we need to cancel your trip.
• Full refunds will be processed within 48 hours of cancellation by us.

5. No-Show Policy

• A "no-show" is defined as not arriving at the pickup location within 15 minutes of the scheduled departure time.
• If you are a no-show, the full trip fare will be charged and no refund will be provided.
• If you are running late, please contact us immediately at 076 845 7061.
• We may wait up to 15 minutes after the scheduled departure time for late arrivals.
• After 15 minutes, the driver may depart and the trip will be marked as a no-show.
• Repeated no-shows may result in account suspension.

6. Modifications and Changes

• Time Changes: You may request a change to your departure time up to 12 hours before departure at no additional cost.
• Route Changes: You may request a change to your pickup or drop-off location up to 6 hours before departure.
• Passenger Changes: You may update the number of passengers up to 6 hours before departure.
• Additional Fees: Changes made within 6 hours of departure may incur additional fees.
• All changes are subject to availability and driver confirmation.
• Changes must be requested through your dashboard or by contacting us directly.

7. Group Bookings

• Group Bookings: For group bookings of 4 or more passengers, a 72-hour cancellation notice is required for a full refund.
• Group Cancellation Fees: Cancellations made within 72 hours will incur a 50% cancellation fee.
• Group No-Show: For group bookings, the no-show policy applies to each passenger individually.
• Group Changes: Changes to group bookings must be communicated at least 48 hours in advance.
• Group bookings require a 50% deposit at the time of booking.

8. Special Circumstances

• Medical Emergencies: If you or a passenger experience a medical emergency, please contact us immediately. We will review cancellation fees on a case-by-case basis.
• Flight Delays: If you are booking a shuttle to the airport and your flight is delayed, please inform us as soon as possible. We will try to accommodate the new time.
• Vehicle Breakdown: If the driver's vehicle breaks down en route, we will attempt to provide an alternative vehicle. If a replacement cannot be arranged, you will receive a full refund.
• Force Majeure: In the event of natural disasters, strikes, or other unforeseen events beyond our control, we will provide full refunds.

9. Refund Exceptions

• Refunds are not provided for cancellations made due to personal reasons within 12 hours of departure.
• Refunds are not provided for no-shows.
• Refunds are not provided for trips that have already commenced.
• Refunds are not provided for promotional or discounted bookings unless specified.
• Refunds are not provided for dissatisfaction with weather or traffic conditions.
• Refunds are not provided for dissatisfaction with the driver's behavior unless reported and investigated.

10. Dispute Resolution

• If you believe a cancellation fee has been applied incorrectly, please contact us at LuuTravels611@gmail.com.
• We will review your request and respond within 5 business days.
• If we are unable to resolve the dispute, you may escalate the matter to the relevant consumer protection authority.
• All disputes are governed by the laws of the Republic of South Africa.

11. Contact Us

• Company: Luu Travels & Logistics (Pty) Ltd
• Email: LuuTravels611@gmail.com
• Phone: 076 845 7061
• WhatsApp: 076 845 7061
• Address: Windmill Park Ext 32, Boksburg, Gauteng, South Africa
• Business Hours: Monday to Friday, 08:00 - 17:00

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