Cancellation policy

To ensure genuine requests and protect captains' rights, these rules apply to customer requests.

Grace period

You may cancel free of charge within 5 minutes of a captain accepting your request.

Late cancellation

Cancelling after the grace period may incur a fee of 10% of the trip value, to compensate the captain's journey. If it cannot be collected, it is recorded as a debt on your account.

No-show

If the captain arrives and cannot reach you within the set time, the trip is cancelled and the cancellation fee applies.

Cancellation reason

You must choose the true reason from the list in the app. False or misleading reasons used to avoid fees are a breach that may lead to account review or suspension.

Debt

Any debt from cancellation fees must be settled before you can request a new trip.

If the captain cancels

No cancellation fee applies to you, and you can make a new request.

Objections

If you think a fee was charged in error, file a complaint in the app or write to info@inwinch.com.