Refund policy

INTRODUCTION

Welcome to CaddieFlow. In order to provide a fair, efficient, and transparent autonomous caddie cart rental and reservation experience for all partner golf courses and players, CADDIE FLOW (HK) LIMITED has established the following flexible Refund & Cancellation Policy (the "Policy"). This Policy applies to all rental bookings and transactions completed via our official website (caddieflow.net), on-course offline interactive terminals, or mobile client applications.

SECTION 1 - CANCELLATION WINDOWS & FULL REFUNDS

• Customers (players) who have successfully reserved an autonomous tracking golf caddie cart rental service may request a cancellation and receive a 100% full refund, provided that the cancellation request is submitted at least 24 hours prior to the scheduled tee time.
• Customers can execute the cancellation directly through their CaddieFlow system portal or by contacting our dedicated global customer support team via email at support@caddieflow.co.nz to process the request.

SECTION 2 - LATE ARRIVALS, NO-SHOWS, AND LATE CANCELLATIONS

• Given that golf course operations depend on strict tee time management and optimized fleet turnover rates, reservations cancelled less than 24 hours prior to the scheduled tee time, as well as failures to show up at the course for the scheduled reservation (No-Shows), are strictly non-refundable.
• Force Majeure Exception: In the event that severe weather conditions (such as torrential rain, lightning, or high winds) result in temporary course closures for safety reasons, or other uncontrollable events prevent players from completing their rounds, CaddieFlow will unconditionally issue a 100% full refund or reschedule the booking to the next available timeslot at no additional charge, subject to formal verification by the partner golf course management.

SECTION 3 - SMART HARDWARE MALFUNCTION & SERVICE GUARANTEE

• We are firmly committed to ensuring the cutting-edge technological performance and reliability of every autonomous follow-me tracking caddie cart.
• If a technical hardware malfunction, radar obstacle-avoidance system failure, or SaaS software disruption occurs during your round (excluding intentional or malicious human damage), and our on-site operations team or golf course staff cannot promptly provide a functional replacement cart, directly affecting your gameplay experience, we will provide a pro-rata refund based on the proportion of uncompleted holes, or offer a full refund guarantee depending on the severity of the operational impact.

SECTION 4 - REFUND PROCESSING TIMELINES

• Once your refund request has been formally verified and approved, the CaddieFlow system will automatically trigger the transaction reversal within 10 business days through your original payment method via our secure payment gateway (Stripe).
• Please note that depending on the internal clearing cycles of local New Zealand and international credit/debit card issuers or banking institutions, it may take an additional 3 to 5 business days for the refunded amount to formally reflect on your account statement.
• If you have not received your funds after 15 business days from our formal approval date, please contact us immediately at support@caddieflow.co.nz so that our financial team can accurately trace the transaction ledger.

SECTION 5 - DISPUTE RESOLUTION & CORPORATE CONTACT

For any inquiries regarding rental fees, unexpected charges, billing disputes, or refund results, please do not hesitate to contact our global corporate office:

• Operating Corporate Entity: CADDIE FLOW (HK) LIMITED
• Official Correspondence Email: support@caddieflow.co.nz
• Official Corporate Website: caddieflow.net
• Legal Registered Address: RM 162 8/F ETON TOWER 8 HYSAN AVENUE CAUSEWAY BAY HONG KONG