Cancellations, No-Shows, Refunds & Disputes
Understand what happens when plans change, someone does not attend, a refund is required or there is a problem with a service.
When a booking does not go to plan
VanLife Connect keeps the booking, payment and communication process together so there is a clear record if plans change or a problem arises. Use the booking controls and in-app chat rather than arranging cancellations, refunds or alternative payments outside the platform.
1. Traveller cancellations
If you need to cancel a service you have booked, do it through VanLife Connect as soon as possible.
More than two hours before the service
If the Traveller cancels more than two hours before the scheduled start time, the booking is eligible for a full refund.
Within two hours of the service
If the Traveller cancels within two hours of the scheduled start time, the booking is normally non-refundable.
Provider discretion
The Provider may choose to allow a refund for a late cancellation where they consider it appropriate.
Emergency circumstances
If exceptional or emergency circumstances caused the late cancellation, contact VanLife Connect through the available support or dispute process so the circumstances can be reviewed.
2. Provider cancellations
Providers should only accept bookings they reasonably expect to complete. If a Provider cannot perform an accepted booking, they should cancel it promptly through VanLife Connect and let the Traveller know through in-app chat.
Repeated Provider cancellations can affect the reliability of the marketplace and may be considered when VanLife Connect reviews Provider activity or account conduct.
3. No-shows and the 15-minute grace period
Both Travellers and Providers should arrive at the agreed place and time. VanLife Connect applies a 15-minute grace period before a party is treated as a no-show.
Try to make contact
If the other person has not arrived, use the in-app chat to check whether they are delayed or having difficulty finding the location.
Allow the 15-minute grace period
Wait at least 15 minutes after the agreed service start time before treating the other party as a no-show.
Use the booking process
If the other party still does not attend, record the issue through the booking rather than resolving payment privately.
4. How refunds work
Where a refund is due, it is processed back through the payment method used for the VanLife Connect booking.
- Traveller cancellation more than two hours before the scheduled start: full refund.
- Traveller cancellation within two hours: normally non-refundable, unless the Provider agrees otherwise or exceptional circumstances are reviewed.
- Provider cancellation: full refund to the Traveller.
- Provider no-show: full refund to the Traveller.
- A dispute about the service may result in a full refund, partial refund, payment to the Provider or another outcome depending on the circumstances.
5. Raise a dispute if there is a problem
If you and the other party cannot resolve a significant problem with a booking, use the dispute option associated with that booking.
Try to resolve the issue directly
Use VanLife Connect chat to explain the problem clearly and give the other party a reasonable opportunity to respond.
Open the relevant booking
Use the available dispute or support option from the booking so the issue remains connected to the correct transaction.
Explain what happened
Describe the agreed service, what went wrong, what resolution you are seeking and any attempts already made to resolve the issue.
Provide supporting information
Keep relevant messages, photos, booking details or other information that may help establish what was agreed and what occurred.
6. Help us resolve problems fairly
VanLife Connect may review the booking record, in-app communications and information supplied by both parties when considering a dispute. Keeping the booking and conversation on the platform creates a clearer record.
- Keep important discussions in VanLife Connect chat.
- Make sure quoted work and changes to scope are agreed in the app.
- Take appropriate photos if they are relevant to the service or problem.
- Keep communication factual and respectful.
- Respond promptly if VanLife Connect requests additional information.
Safety or serious misconduct
A booking dispute is not a substitute for emergency assistance. If there is an immediate threat to safety, contact the appropriate emergency service. Serious misconduct, unsafe behaviour or suspected fraud should also be reported to VanLife Connect through the available reporting or support process.
Reviews & Your Reputation
Learn how reviews work and how Travellers and Providers can build trust through reliable, respectful interactions.
Reviews & Your Reputation