Refund & Cancellation Policy — DRAFT

DRAFT FOR LEGAL REVIEW — NOT YET IN EFFECT. NOT LEGAL ADVICE. Skeleton prepared 2026-07-31 to reflect what the Parqo app actually does, so Philippine counsel can finalise it (note the Consumer Act, RA 7394, shapes how a refund policy must read). Every [bracket] must be completed and the whole document reviewed before it is published or relied upon. This policy forms part of the Booker Terms of Use (BOOKER-TERMS-OF-USE.draft.md) and is governed by the Terms of Use & Liability (TERMS-OF-USE-AND-LIABILITY.draft.md).

Operated by [registered business name] (“Parqo”, “we”, “us”). This policy explains when a booking can be cancelled, what is refundable, how much, and how a refund is paid. Version [effective date].

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1. Key terms

• Parking amount (subtotal) — the slot rate you pay for the booked window. This is the amount a refund is based on.
• Convenience fee — a separate payment-processing charge (PayMongo), shown at checkout and added on top of the parking amount.
• Cancellation cutoff — a set number of hours before your booking's start time that decides whether a cancellation is refundable. The default is 24 hours; a listing may set its own cutoff — anywhere from 0 hours (refundable right up to the start) to 720 hours (30 days) — and that listing's cutoff applies to its bookings. The applicable cutoff is shown to you at checkout before you pay.

2. Cancelling a booking (before it starts)

You can cancel a booking yourself before its start time. What you get back depends on how far ahead you cancel, against that listing's cancellation cutoff:

There are no partial refunds. Refunds are all-or-nothing on the parking amount: hours you booked but do not end up using — because you leave early, arrive late, or reserved a longer window than you needed — are not refundable. An eligible refund cancels and refunds the whole booking, never a portion of it, and requires a refund account on file (see §6).

3. Refund requests (reviewed by Parqo)

Separately from self-cancellation, you can ask Parqo to review a refund when something goes wrong — when your booking is in progress and the slot turned out unusable (e.g. blocked, occupied, or inaccessible).

A request is not available for an upcoming booking (cancel it instead), for one already refunded, or where a request already exists. Only you (the Booker) cancel your own bookings — the Owner cannot — and a forfeiture (no refund) only results from your own late cancellation (§2); it is never something the Owner or Parqo does to you. (Parqo only cancels a booking as the result of a refund it approves, in your favour.)

How it works:

1. You submit a reason and may add a comment and photo evidence. A refund account must already be on file.
2. A Parqo administrator reviews it (we may ask you and the owner for details in the booking chat). Your request is either approved or declined, with a note.
3. If approved, the booking is cancelled and a refund of the parking amount plus the paid extension fee (if any) is granted, then paid to you after release (see §6). If declined, no refund is due and the booking stands.

While a refund or dispute is under review, the owner's payout for that booking is held until it resolves.

Timing (dispute SLA). The owner has 1 day to reply to a dispute (a countdown is shown on their booking); if they don't reply in time, an administrator may decide the dispute in your favour. Refund requests are resolved within 3 days. If either party is unresponsive or the information isn't clear, Parqo support decides based on the information on file and closes the dispute.

4. What is refunded

• A booker-initiated refund (self-cancellation within the cutoff, or an approved request) returns the parking amount only. The convenience fee is non-refundable — it is charged by the payment provider, which retains it.
• The extra fees (convenience fee, and any paid extension fee) are only returned when a booking can't proceed through no fault of yours and the administrator's attribution refunds them (see §5) — and, where they're refunded, they may be absorbed by Parqo or borne by the owner depending on the cause. They are non-refundable when the attribution is Force majeure or otherwise marked non-refundable.

5. When a booking can't proceed (not your fault)

If a confirmed booking cannot proceed through no fault of yours, an administrator approves a refund. The parking amount is always refunded. Whether the extra fees — the convenience fee, plus any paid extension fee — are refunded, and who funds them, depends on the cause the admin records at approval:

• Parqo tech / system issue (e.g. a booking conflict — two payments for the same slot and window — or a listing later found invalid) → the extra fees are refunded and Parqo absorbs them.
• Prior booker's overstay — the previous booker didn't vacate and blocked your slot → the extra fees are refunded but the owner bears them (deducted from their payout); the owner may recover from the overstaying booker at their discretion (off-platform).
• Owner cancelled or said the slot was unavailable → the extra fees are refunded and the owner bears them (deducted from their payout).
• Owner didn't respond in time — the owner didn't reply to the dispute within their response window → the extra fees are refunded and the owner bears them.
• Force majeure — typhoon, flood, calamity, building lockdown, and the like (see Terms of Use & Liability §15) → the extra fees are non-refundable; you get the parking amount only, and the owner is not penalised (no one is at fault).
• Other — the admin records who bears the extra fees (Parqo, the owner, or non-refundable) with a note.

6. How refunds are paid

• Refunds are not automatically reversed through PayMongo. Parqo pays them manually through a separate transfer channel.
• Before you can cancel-for-refund or request a refund, you must save a refund account in your profile — bank transfer, GCash, or Maya — in your own name (the account name is fixed to your account name). You may add a payment QR to make the transfer easier.
• Once a refund is granted, an administrator makes the transfer to that account and records a reference. You'll be notified when it's released. Allow up to 3 business days for the funds to appear after release.

7. Extensions

A booking can be extended only once. Extending it adds hours to the booking, and those added parking hours become part of the booking's parking amount. So if the booking is later refunded (via an approved refund request — §3), the refund of the parking amount includes the extended hours.

The flat extension fee is non-refundable on an ordinary cancellation. It is a platform charge for processing the extension. On an approved dispute it is part of the "extra fees" and follows the administrator's attribution (see §5): it is refunded (absorbed by Parqo or borne by the owner) for a Parqo-tech or overstay cause, and non-refundable for a force-majeure or otherwise-non-refundable attribution.

(Because you can only extend a booking that is already in progress, an extension never interacts with a before-start cancellation under §2 — so the extension fee is only ever revisited through the dispute process.)

8. No-shows, late arrival & overstaying

Not using a booking, or arriving after it starts, does not by itself entitle you to a refund — an in-window cancellation or late cancellation is treated under §2. If you couldn't use the slot because of a problem with the slot itself, raise a refund request (§3).

Overstaying past your booked window — including past your one extension — is not a refund matter but a breach of the Booker Terms. Keeping to the allocated time is the shared responsibility of the Booker (to vacate) and the Owner (to keep the slot available and manage back-to-back handovers). If you overstay you may owe overstay charges and are liable for the consequences (e.g. blocking the next booker, owner/building penalties, towing at your expense). See Booker Terms §4.

9. Changes to this policy

We may update this policy; the version date shows the latest edition. The rules in force when you made a booking apply to that booking. [Confirm.]

10. Contact

Questions about a refund: [support contact email] · Operated by [registered business name], [registered address].

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Draft skeleton for legal review. The operator's Philippine counsel must complete the bracketed items and confirm the refund/cancellation wording against the Consumer Act (RA 7394) before this is published or relied upon.