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Refunds, Cancellations, and Platform Role

Version: v1.0
Last Updated: June 6, 2026

This page explains the public legal-policy position behind refunds, cancellations, credits, and related operational outcomes on BookMaMe.

It is a policy framing page. For detailed workflow guidance, use the customer and partner guides for the specific marketplace or flow.

Different flows have different rules​

BookMaMe supports different types of activity, including:

  • restaurant and shop orders
  • hotel, rental, and service bookings
  • second-hand purchases
  • parcel delivery requests
  • invoice and voucher-related flows in some contexts

Because these flows are different, cancellation and refund outcomes are not always identical across the platform.

Platform role in refunds and cancellations​

BookMaMe may provide:

  • self-service cancellation windows
  • refund tooling
  • voucher or credit issuance
  • support-case escalation
  • operational intervention where a failure, dispute, or policy issue requires it

However, BookMaMe is not always the party that defines every commercial or fulfilment outcome.

Depending on the marketplace or flow:

  • the platform may operate the workflow directly
  • the partner may define parts of the cancellation or refund policy
  • delivery or fulfilment events may affect what can still be reversed
  • payment-provider timing may affect when funds actually return to the customer

No universal refund promise​

The existence of a cancellation, refund, or support flow does not mean:

  • every request will be approved
  • every refund will be full
  • every refund will be immediate
  • every dispute will resolve in one party’s favour
  • a transaction can always be reversed after fulfilment has started or completed

Outcomes depend on:

  • the marketplace or flow type
  • the transaction stage
  • the relevant policy
  • platform records
  • partner-defined booking terms where applicable
  • payment and operational constraints

Marketplace-specific policy baseline​

Restaurant and shop orders​

These usually follow transaction-stage logic. Whether cancellation is possible may depend on whether preparation, processing, or dispatch has already begun. Partial item removal may also be possible in some cases.

Hotel, rental, and service bookings​

These may rely partly or largely on the partner’s published cancellation policy, especially where advance scheduling or reservation terms apply.

Second-hand purchases​

These may depend on whether dispatch has begun, whether the listing or fulfilment was materially wrong, and what the platform record shows.

Parcel delivery requests​

Parcel delivery requests are a distinct flow. The availability of cancellation, refund, redelivery, retry, return-to-sender, or support intervention may depend on:

  • whether the request is still a draft
  • whether a delivery company has been selected
  • whether payment has completed
  • whether pickup or delivery handoff has already started
  • whether a failed-delivery return or retry decision is already in progress

Refund method and timing​

Where a refund is approved, it may be processed through:

  • the original payment method
  • platform credit or voucher
  • a marketplace-appropriate adjustment flow

The time it takes for money to appear back with the customer can depend on:

  • payment provider
  • payment method
  • country or network
  • bank or MoMo processing timelines
  • whether the refund is operationally or manually reviewed

BookMaMe may show an approved refund in the platform before the external payment network finishes settling it back to the customer.

Operational record matters​

When BookMaMe investigates a cancellation, refund, or fulfilment dispute, the platform may rely on operational records such as:

  • order, booking, or request status
  • payment state
  • delivery-task status
  • handoff or confirmation records
  • return, retry, or depot states
  • partner or support notes

These records help determine what happened and what action is available, but they do not guarantee that every dispute will be resolved in the way a customer or partner prefers.

Platform intervention​

BookMaMe may intervene in cancellations, refunds, or fulfilment issues where needed for:

  • fraud prevention
  • pricing or system error
  • policy enforcement
  • customer safety
  • partner or logistics failure handling
  • dispute resolution

Such intervention may include:

  • approving or declining a refund
  • issuing partial credit or voucher value
  • cancelling a flow
  • pausing fulfilment
  • requiring additional verification or evidence

Review note​

This page is a public policy draft and should be reviewed by qualified counsel before broad production rollout.