1. Customer cancellation
Before vendor commitment, the accepted policy applies and may exclude a disclosed non-refundable provider fee. After vendor commitment, any refund is calculated from documented obligations and accepted terms; exceptions require authorised approval.
2. Vendor, weather, or safety disruption
If a vendor cannot deliver, Gelamang offers an approved substitute or refund for affected services where required. Weather and safety rules may allow rescheduling, substitution, or refund review. The guest receives options and financial consequences in writing.
3. Payment and booking exceptions
Duplicate or excess payment is reconciled and the excess refunded through an auditable record. If payment succeeds but fulfilment cannot be confirmed, the trip is not shown as confirmed; substitution or refund resolution follows the accepted terms.
4. Refund processing
A live refund record must identify the original payment, applicable policy, calculation, reason, approver, amount, method, and timestamps. Processing time and provider-fee rules require finance and legal approval before launch.