Refund Policy

1. Scope

This Refund Policy explains when customers may be eligible for full, partial, or no refunds for bookings made through Doora.

Refund outcomes are based on booking facts, operational records, and the policy snapshot captured when the booking was confirmed.

2. Refund eligibility

Refund eligibility depends on cancellation timing, service status, no-show conditions, provider actions, and any documented exceptions.

Cancellation and refund are related but not identical decisions. A cancellation may be permitted while still resulting in a partial refund.

3. Typical refund outcomes

Early cancellations may qualify for full refunds.

Late cancellations may result in partial refunds after applicable fees.

No-show, denied access, or post-arrival scenarios may result in reduced or no refund, depending on policy and evidence.

4. Provider-initiated cancellations

When a provider cancels and the booking is not reassigned, customers are generally eligible for a refund of paid amounts under applicable terms.

Doora may provide additional credits or goodwill adjustments at its discretion.

5. Processing timeline

Approved refunds are typically processed within 5-10 business days.

Settlement timing may vary by card network, issuing bank, payment method, and payment provider processing windows.

6. Chargebacks and disputes

Customers agree to contact Doora Support before opening a payment dispute where practicable.

Doora may use booking records, policy snapshots, communication logs, and operational evidence when responding to chargebacks.

7. Fraud and abuse

Doora may deny or reverse discretionary credits and may restrict account access in cases of abuse, fraud, or repeated bad-faith refund requests.

Nothing in this policy limits mandatory consumer rights under applicable law.

8. Contact

For refund requests and disputes, contact doora@doora-app.com.