Cancellation & Refund Policy

This policy explains how cancellations and refunds work for bookings made through Bokalio. It works alongside — not instead of — the specific cancellation terms an individual business ("Owner") sets for their own product, which are shown to you at the time of booking.

1. The three parts of what you pay

A Bokalio booking can include up to three separate amounts, and they're treated differently:

• The booking fee — Bokalio's own platform fee, shown as a separate line at checkout. This is non-refundable once a booking is confirmed, except where the booking is cancelled due to an error on Bokalio's part or the Owner's failure to honor it.
• The deposit (where the Owner charges one) — an amount the Owner collects online to secure the booking. Whether this is refundable, and under what timeframe, is set by the Owner's own cancellation policy shown on the booking page.
• The amount owed in person — anything not charged online is settled directly with the Owner and isn't handled through Bokalio's refund process at all.

2. Cancelling a booking

• Each product has its own minimum notice period, set by the Owner, shown on the booking page before you confirm.
• Cancelling within the time the Owner allows is typically refunded in full for whatever was charged online, minus the booking fee (see Section 1).
• Cancelling after that window, or not showing up, may forfeit the deposit — again, per the Owner's own policy, since they've held that capacity for you.
• Some products (for example, some restaurant tables) waive the deposit entirely for small bookings below a threshold the Owner sets — in that case there's nothing charged online to refund either way.

3. Why leisure bookings usually aren't covered by a general "cooling-off" right

If you're in the EU or UK: online purchases normally come with a 14-day right to cancel for any reason. That right has a specific, long-standing exception for services tied to a particular date or period — vehicle rental, accommodation, dining, and appointments all fall into that category. This isn't a Bokalio-specific rule; it's Article 16(l) of the EU Consumer Rights Directive (2011/83/EU) and the equivalent UK regulations. In practice, this means the Owner's stated cancellation window — not a blanket 14-day right — is what applies to these bookings.

4. If the Owner cancels, or doesn't provide what was booked

If an Owner cancels a confirmed booking, or doesn't provide the vehicle/table/appointment/other product as booked, you're entitled to a full refund of whatever was charged online through Bokalio. This is separate from, and doesn't affect, any other remedy you may have against the Owner directly.

5. How refunds are processed

Refunds are issued back to your original payment method through Stripe or PayPal (whichever was used) and typically appear within [5–10 business days], depending on your bank or card issuer.

6. Reseller bookings

If you booked through a reseller rather than directly, the same refund principles apply — the reseller's share of what was charged online is adjusted as part of the same refund, you don't need to contact the reseller separately.

7. Questions

A question about a specific booking's cancellation terms is best directed to the Owner (contact details are on your confirmation). A question about how a refund was processed: [support@bokalio.example].