Refunds & Cancellations
Payment and cancellation policy
1. Booking cancellation before payment
If payment has not been completed in Stripe Checkout, no charge is made and no refund is required.
2. Checkout cancelled by passenger
If you cancel at Stripe Checkout, no completed payment is recorded. You can retry booking from the trip page.
3. Card authorisation and capture timing
CrownHop may place a card authorisation at booking and capture funds after trip completion. If a trip is cancelled before capture, the authorisation may be released by your bank according to bank timelines.
4. Driver or trip cancellation after payment
Where a paid booking cannot proceed, CrownHop will review and process the appropriate reversal or refund through Stripe. Final settlement timing depends on Stripe and your card issuer.
5. Disputes and chargebacks
Card disputes are handled by Stripe, card networks, and issuing banks under their rules. CrownHop may provide supporting booking records to Stripe for dispute handling.
6. Support contact
For payment, refund, or cancellation support, email help@crownhop.com.