Refund & Cancellation PolicyLast Update: 15 August 20261. Why This Policy Looks Different From a Standard Online-Shop Refund PolicyKursago sells bookings for transport and rental services with a specific date or time of performance - rides, transfers, and hourly/daily rentals of cars and boats (with bikes and private jets to follow once launched - Terms of Use (Users), Section 9). Under Article 16(l) of Directive 2011/83/EU (the Consumer Rights Directive), the standard 14-day statutory right of withdrawal does not apply to "the supply of accommodation other than for residential purpose, transport of goods, car rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance." Kursago Bookings fall squarely within this exclusion.This means your right to cancel and be refunded a confirmed Match is governed not by the general EU cooling-off right (unlike a typical online purchase), but by Kursago's cancellation-tier policy below, together with your general rights if the service is not performed, is materially different from what was booked, or is unsafe (Sections 5–7). Separately, and before any of that even becomes relevant, your right to a refund where no Service Provider was ever found (Section 2a) rests on ordinary contract law, not withdrawal rights at all - Kursago simply hasn't delivered what you paid for.2. Three Kinds of Refund SituationsKursago's booking model works by request-and-match: when you pay, you are buying Kursago's undertaking to find you a Service Provider, not a specific provider you've already picked (see the Terms of Use (Users), Section 5). This policy covers four different situations, which work differently:

No Service Provider is ever matched to your request (Section 2a) - a straightforward full refund, because Kursago has failed to deliver what you paid for. This is not a cancellation and the tiers in Section 3 do not apply.

You cancel, or a Match is not to your liking, after a Service Provider has been matched (Sections 3–4) - governed by the cancellation windows below, not a statutory right.

The matched service wasn't provided, was materially different, or was unsafe/non-compliant (Sections 5–7) - you are entitled to a remedy regardless of the cancellation window, because this is a performance failure, not a change of mind.

Exceptional circumstances outside your control disrupt a confirmed Booking (Section 4a) - Kursago may, at its discretion, consider a partial refund on a case-by-case basis.

2a. No Service Provider FoundIf no Service Provider claims and confirms your Booking Request by 48 hours before your scheduled departure/service time - the outer edge of the matching window described in the Terms of Use (Users), Section 9 (submit at least 72 hours ahead; Kursago reveals the matched Service Provider's details by the 48-hour mark) - Kursago will automatically refund your full Prepayment, without any deduction, and without you needing to request it. You do not need to provide a reason, and this refund is not subject to the cancellation tiers in Section 3, because at this stage Kursago - not you - has failed to deliver the Kursago Undertaking (Terms of Use (Users), Section 5(a)). You may also choose to cancel your Booking Request voluntarily at any point before a Match is confirmed, for the same full refund.3. Standard Cancellation Windows (After a Match Is Confirmed)The tiers in this Section apply only once a Service Provider has been matched to your Booking Request (Terms of Use (Users), Section 14(c)). Before that point, Section 2a applies instead - cancelling or simply not being matched both result in a full refund, since no Service Provider has yet committed resources to your request. Unless your Match Confirmation states a different policy for that specific Service Provider (which will be shown clearly at that point), the following tiers apply once a Match is confirmed:

Time before scheduled serviceRefund

48 hours or more before95% refund (5% retained to cover administrative & payment processing costs)

Less than 48 hours before60% refund

No-show (you don't appear for the Booking)No refund

Different cancellation windows may apply to private jet charters given the operational lead time required by air carriers.4. How Cancellation Refunds Are PaidWhere a refund is due under Section 3, we will instruct our Payment Facilitator (Terms of Use, Section 5(b)) to process it to your original payment method within 48 hours of your cancellation request. Because your Prepayment is held by the Payment Facilitator in a segregated account until the service is performed, cancellation refunds made before that release point are straightforward - the funds simply aren't paid out to the Service Provider in the first place. See Section 8 for how this differs if cancellation occurs very close to, or after, the scheduled service, when release to the Service Provider may already have happened.4a. Discretionary Partial Refunds for Exceptional CircumstancesOutside of the situations in Section 2a and Sections 5–7, Kursago may, at its discretion, consider a partial refund where exceptional circumstances outside your control disrupt a confirmed Booking, supported by documented proof, including:

Travel disruptions (e.g., flight or train cancellations affecting your ability to take up the Booking);

Medical emergencies;

Force majeure events (natural disasters, political unrest, and similar events - see also Section 11);

Asset condition or safety issues identified at pickup, where these do not meet the threshold for a full refund under Section 7 but a reasonable person would still consider them material. This is without prejudice to your Section 7 rights where the issue does involve a licensing, safety, or compliance failure - Section 7 applies instead in that case, and it entitles you to a full, not partial, refund.

To be considered, you must notify Kursago at team@kursago.com within 2 hours of the scheduled start of your rental/service, together with supporting evidence (e.g., an airline cancellation notice, medical documentation, photographs). Kursago's team will review each case individually. A refund under this Section is discretionary, not guaranteed, and, where granted, the amount will depend on the circumstances, including costs already incurred by the Service Provider. This Section does not limit your rights under Section 2a or Sections 5–7, which apply instead of this Section where they are engaged.5. Service Not Provided After a Match Was Confirmed (No-Show by Service Provider, Booking Not Honoured)This Section is distinct from Section 2a (no match ever found). If a Service Provider was matched and confirmed, but then fails to show up, cancels on their end, or is otherwise unable to perform, you are entitled to a full refund, regardless of how close to the service time this occurs - the cancellation tiers in Section 3 do not reduce this refund, since the failure is the Service Provider's, not yours. Contact team@kursago.com or our Concierge service team immediately; where reasonably possible, we will also try to re-match your Booking Request to an alternative Service Provider for the same time window.6. Service Materially Different From What Was BookedIf the Asset or service provided is materially different from what was described at Booking (e.g., a different vehicle category, a boat in materially worse condition than represented, an unlicensed driver in place of the represented Chauffeur), you may request a partial or full refund proportionate to the shortfall. Contact team@kursago.com within 24 hours of the service with details and, where possible, photos/evidence.7. Safety, Licensing, or Legal Compliance FailuresIf a Service Provider was not properly licensed or insured for the service provided (Terms of Use, Section 12), or the service was unsafe, you are entitled to a full refund and we will investigate the Service Provider's standing on the Platform, which may result in suspension or removal per the forthcoming Service Provider/Chauffeur Terms. This remedy applies regardless of the standard cancellation windows in Section 3, because it concerns Kursago's and the Service Provider's compliance obligations, not a change of mind.8. Refunds After Payment Has Already Been Disbursed to the Service ProviderWhere a refund is approved under Sections 5–7 but the Payment Facilitator has already released the Service Provider's share for that Booking, the refund is recovered from the Service Provider rather than absorbed by Kursago, since the underlying failure (no-show, misrepresentation, licensing/safety failure) is the Service Provider's responsibility, not Kursago's. The Terms for Service Providers sets out the mechanism for this: the Payment Facilitator deducts the refunded amount from the Service Provider's next scheduled payout, consistent with standard marketplace-payments practice. Kursago will not require you to wait for that recovery process before you receive your refund - your refund is processed per Section 4 regardless of the timing of Kursago's own recovery from the Service Provider.9. Crypto Payments and RefundsFor Bookings paid via Binance Pay or another supported cryptocurrency:

(a)refund amounts are calculated based on the original EUR-equivalent value at the time of payment, not the cryptocurrency amount originally sent, given exchange-rate volatility;

(b)refunds are paid back to the originating wallet in equivalent cryptocurrency at the prevailing rate on the refund date;

(c)refunds may require KYC verification via our crypto payment processor before release, consistent with the Terms of Use, Section 13;

(d)network/conversion fees for the refund transaction are deducted from the refund.

DREAM FINANCE OÜCryptocurrency payments (other than Binance Pay) are processed through our payment partner Dream Finance OÜ (https://cryptoprocessing.com). When you choose to pay with cryptocurrency, you will be redirected to Dream Finance OÜ's secure payment interface to complete your payment; your payment obligation to us is satisfied once Dream Finance OÜ confirms successful receipt of payment.ETERNA FINANCE SRLPayments made via Binance Pay are processed through our payment partner Eterna Finance SRL (https://eterna.finance).10. Force Majeure CancellationsIf a Booking cannot proceed due to circumstances outside both parties' reasonable control (severe weather affecting a boat/jet Booking, air traffic control restriction, government restriction, etc.), you are entitled to a full refund or, where offered, the option to rebook, regardless of the standard cancellation windows in Section 3.11. Disputes About a Refund DecisionIf you disagree with a refund decision, contact team@kursago.com to request a review. If unresolved, EU-resident Consumers may use the Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr, and the dispute-resolution provisions of the Terms of Use, Section 25, apply.