Overview
Routebook is a platform for discovering and coordinating travel between users. When a Guest Member elects to pay a cost-sharing contribution for a seat through the Platform, Routebook — acting as the Host Member's limited reimbursement agent — facilitates that payment through Stripe. This Cancellation Policy describes what happens on the Platform when either Member cancels before or after a payment has been settled, including the refund amounts Routebook will cause Stripe to issue in each scenario.
This Policy forms part of the Terms of Service.
1. Invitations and Confirmations Are Not Binding Contracts
When a user sends a ride invitation and another user accepts it, this exchange takes place entirely within Routebook's messaging and invitation features. It is a communication — not a contract, booking, or legal commitment.
Routebook is not a party to any travel arrangement and does not enforce any agreement between users. Users coordinate the details of their travel — including whether to proceed, what cost-sharing (if any) is appropriate, how to handle changes, and how to resolve disagreements — directly with each other.
2. Cancelling on the Platform
Either Member may cancel a confirmed booking at any time through the app. Cancellations are communicated to the other Member via in-app notification and a system message in the conversation thread.
When a cost-sharing contribution has been paid through the Platform, cancellation triggers an automatic refund under the tiers below. Cancellations where no in-platform payment was made (zero-contribution rides, or private off-Platform arrangements) do not result in any Platform refund — the booking is simply released and the other Member is notified.
We encourage Members to cancel as early as possible as a courtesy to the other party.
2.1 Refund Tiers for Paid Rides
The refund shown in the cancellation flow is based on the time the cancellation is submitted before the posted departure time:
| Cancellation scenario | Refund |
|---|---|
| Guest cancels 24 or more hours before departure | Full refund of the amount paid |
| Guest cancels less than 24 hours before departure | 50% of the Host’s posted contribution; Routebook fees are non-refundable |
| Host cancels before departure | Full refund of the amount paid |
Refunds are sent to the original payment method through Stripe and typically appear within 5–10 business days, depending on the card issuer. Free rides with a zero contribution do not create a payment to refund; cancel them in the Platform so the other user is notified.
After payment, funds are released to the Host when both parties mark the trip complete, or automatically 48 hours after the scheduled arrival time. Either party may report an issue during that period to pause release while Routebook reviews the report.
3. No-Shows
If either user does not appear as arranged, the other user may report the issue through the Platform. Routebook may review the report and available Platform activity, pause a pending payout, and apply the refund or account actions described in the Terms. Routebook cannot guarantee that a trip occurred or determine liability outside its Platform policies.
4. Routebook’s Role in Payment Reports
Routebook can review reports submitted through the Platform and may pause a payout while a report is reviewed. Any refund issued through the Platform is subject to the Cancellation Policy and the Terms of Service. Routebook does not decide disputes about travel arrangements beyond actions available under its Platform policies.
To report an issue, open the ride in the Platform and use “Report an issue.” Include relevant details so Routebook can review the report.
5. Removing a Route Posting
A user who posted a route may remove that posting at any time through the app. Removing a posting does not automatically notify other users who had accepted or expressed interest in the route — we recommend sending a message to any such users before removing the post.
6. What Routebook Does Not Handle
To be explicit about the current boundaries of this Platform:
| Matter | Handled by Routebook? |
|---|---|
| Cancelling an invitation on the Platform | Yes |
| Communicating a cancellation to the other user | Yes (in-app notification) |
| Enforcing attendance at a trip | No |
| Processing refunds (where a cost-sharing contribution was paid through the Platform) | Yes — automatic per the refund tiers above, issued via Stripe to the original payment method |
| Processing refunds for off-Platform payments between Members | No — Routebook has no visibility into off-Platform exchanges |
| Mediating financial disputes | No |
| Compensating users for cancelled trips | No |
| Verifying that a trip occurred | No |
| Penalizing users financially for cancellations | No |
7. Contact
For questions about this Policy or to report a concern about another user's Platform conduct:
RouteBook LLC · [email protected]