Refund and Cancellation Policy

An unpaid booking request may generally be cancelled before payment confirmation. CrewGo may release any temporary operational or driver hold connected to the request.

A paid booking is not automatically refundable. CrewGo must review the booking record, payment confirmation, pickup timing, vendor or driver commitments, reason for cancellation, and any supporting evidence.

Relevant circumstances may include:

• CrewGo, vendor, driver, or system inability to provide the service;
• duplicate payment or a verified payment-processing error;
• flight cancellation, significant delay, duty disruption, or roster change;
• customer-requested changes or personal reasons;
• late cancellation, missed pickup, or failure to provide accurate information;
• non-recoverable payment costs or confirmed third-party commitments, where lawful and properly communicated.

CrewGo may request an image or document supporting the refund reason, such as a roster change, flight cancellation, flight delay, duty disruption, or payment record. Evidence must be authentic, relevant, and submitted by someone authorized to provide it.

Evidence is handled under the Privacy Policy.

A review may result in:

• full refund approval;
• partial refund approval;
• reschedule or future-credit offer;
• a request for more information;
• refund rejection;
• cancellation of the refund review at the customer's request.

CrewGo will communicate the applicable outcome and, where relevant, the approved amount before processing.

Approved refunds are usually processed within 5–10 business days after approval. Banks, payment providers, weekends, public holidays, identity checks, or incomplete payment details may create additional delay.

CrewGo will normally use the original payment channel or another approved method agreed with the customer. CrewGo may require verified account details and may record a refund reference or transfer proof.

Where a refund is not the best operational outcome, CrewGo may offer rescheduling or future credit. The customer may review the offer before accepting it, and any specific validity or usage condition should be communicated with the offer.

Use the Refund Request page and provide the booking reference, booking name, WhatsApp number, reason category, explanation, and requested evidence.

Submission only opens a review. It does not itself confirm approval or guarantee a particular refund amount.

This policy does not remove a refund, remedy, or consumer right that must be provided under applicable Indonesian law.