Payment and refunds

Version dated 13.10.2026. Part of the AzerGid Public Offer. How payment works on the Site, how to cancel a booking and how money is refunded in each section.

1. General provisions

1.1. Each booking is governed by the rule of the section it belongs to. Times are given in Baku time (Asia/Baku). The free cancellation deadline for a specific booking is shown before payment, on the booking page and in the confirmation e-mail.

1.2. How you pay. Payment takes place on the payment provider’s secure page. There are two methods:

• immediate charge — the amount is charged to the card immediately;
• hold (blocking of the amount) — the amount is blocked on the card and charged later, within the period stated in the section. While the amount is blocked, it has not been charged.

The Site shows which method applies before payment. The method depends on the section and on how much time remains before the start of the service.

1.3. What happens to the money on cancellation:

1.4. Refund period. AzerGid initiates the refund within 5 business days after the cancellation or the dispute decision; crediting to the card depends on your bank and usually takes up to 10 business days. The total period is up to 15 business days.

1.5. Cancellation due to the Partner’s fault or force majeure (the Partner or guide cancelled, the group was not filled, you were not checked in, the service is impossible due to a natural disaster or acts of public authorities) — the full amount is refunded to you without deductions or the hold is released.

1.6. Right to withdraw from the service. Under the Law “On Protection of Consumer Rights” you have the right to withdraw from the service at any time before it starts. If the withdrawal occurs after the free cancellation deadline, the amount stated in the section is retained — it covers the actual expenses of the Partner and the platform related to holding the dates, preparation and the lost opportunity to sell the service to another customer.

1.7. How to cancel. The “Cancel” button is on the booking page (link in the confirmation e-mail). It is available before the start of the service, while the self-service cancellation period is running. In other cases — through the operator (the “Call an operator” button in the chat or the support e-mail).

1.8. No-show. If you did not come, did not arrive or did not accept the service at the appointed time without cancelling, the service is deemed provided and the payment is not refunded.

1.9. Retained amounts on late cancellation or no-show remain with AzerGid as a late cancellation fee; no payout to the Partner is made for a cancelled booking. Exception — accommodation (section 3): the retained cost of the first night is paid to the Partner less the standard AzerGid commission, as for a paid booking.

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2. Car rental

2.1. What is paid online. A prepayment of 15% of the rental cost is paid online — AzerGid’s fee for the booking. The remainder of the rental cost and the refundable deposit are paid by you to the Partner on receipt of the car on the terms stated in the car listing.

2.2. Payment window — 60 minutes after the order is placed. If payment is not made in time, the order is cancelled and the dates are released.

2.3. Free cancellation by the customer — up to 48 hours before the start of the rental: the prepayment is refunded in full.

2.4. Late cancellation (less than 48 hours in advance) and no-show — the prepayment is not refunded. The remainder of the rental and the deposit are not paid, since the car was not received.

2.5. Cancellation by the Partner — possible before the rental start date, with a mandatory reason. The customer receives an e-mail, the prepayment is refunded in full.

2.6. Deposit. The terms of the deposit, its return and deductions (damage, fuel, mileage, fines) are the Partner’s terms; they are shown in the car listing before payment and recorded in the handover report on receipt and return of the car. Basic driver requirements: age 21 or older, driving experience of 2 years or more, valid passport and driver’s license; the Partner may set stricter requirements and state them in the listing.

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3. Accommodation

3.1. Payment — 100% of the cost online, nothing is paid additionally on site. The dates are held for you for 30 minutes before payment.

• If no more than 25 days remain until the date “check-in − 3 days” — a hold applies. The amount is charged on the earlier of two dates: “check-in − 3 days” or “7 days after the hold”.
• In other cases — immediate charge.

3.2. Free cancellation — up to 3 days before the check-in date (the date and time are stated on the booking page).

• If the amount is still blocked — the hold is released.
• If the amount has already been charged — the full amount is refunded.

3.3. Late cancellation (less than 3 days before check-in) — the cost of the first night is retained, the rest is refunded. If the amount is still blocked, only the retained amount is charged and the remainder of the hold is released.

3.4. The property owner cannot cancel your booking through the Site.

3.5. Not checked in. File the complaint “I was not checked in”. After verification, AzerGid will find a replacement:

• the replacement is paid from your original order, you pay nothing extra;
• if the replacement is cheaper — the difference is refunded;
• if there is no replacement or you have declined it — 100% of the amount is refunded.

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4. Transfers

4.1. Payment — 100% of the cost. An order can be placed no later than 3 hours before the pickup of the car.

• If more than 24 hours remain until pickup and the end of the free cancellation period falls within the 25-day window — a hold; the amount is charged at the end of the free cancellation period.
• If pickup is less than 24 hours away — immediate charge.

4.2. Free cancellation — up to 24 hours before the pickup time: the hold is released or the full amount is refunded.

4.3. Late cancellation (less than 24 hours in advance) — 100% is retained. If the trip is ordered less than 24 hours before pickup, there is no free cancellation.

4.4. The carrier cannot cancel the trip through the Site. If the driver did not arrive — file the complaint “Driver did not arrive”; after confirmation, 100% is refunded to you.

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5. Tours

5.1. Payment — a hold on the amount (if the payment provider does not support it — immediate charge).

• Group tour. The amount is charged when the departure is confirmed: the minimum number of participants has been reached or the guide has decided to run the tour in any case. If the group is not filled 24 hours before the start — the departure is cancelled, the hold is released. Sales close 60 minutes before the start.
• Private tour. Booked no later than 12 hours in advance. The amount is charged 24 hours before the start (if booked less than 24 hours in advance — immediately).

5.2. Free cancellation — up to 24 hours before the start. For a group tour, while the departure is not yet confirmed, cancellation at any time releases the hold without deductions.

5.3. Late cancellation — 100% is retained.

5.4. The guide cancelled the departure — the full amount is refunded to all participants or the hold is released; the reason for the cancellation is communicated to the participants.

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6. Beauty salons

6.1. Payment. An appointment can be booked no later than 2 hours before the visit.

• If the visit is in 1–26 days — the amount is held and charged 24 hours before the visit.
• If the visit is less than 24 hours away — the amount is charged immediately.

6.2. Free cancellation — up to 24 hours before the visit.

6.3. Late cancellation — 100% is retained. An appointment booked less than 24 hours in advance is not refunded on cancellation.

6.4. The salon cancelled the appointment — the full amount is refunded, the reason is communicated. The salon may replace the specialist; an e-mail about the replacement is sent; if the replacement does not suit you, you may cancel the appointment without deductions up to the time of the visit.

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7. Service requests

Sections: documents and migration; notarial support and lawyers; household services.

7.1. Payment — 100% of the amount of the selected bid online. The money is held by AzerGid and transferred to the service provider only after acceptance of the work.

State fees, notarial tariffs, materials, spare parts and third-party charges are not included in the amount and are paid by you directly against a receipt or check, if they are stated in the bid.

7.2. Before payment, the request can be closed at any time, free of charge.

7.3. Cancellation after payment — self-service within 24 hours after payment, as long as the service provider has not delivered the work: the full amount is refunded.

7.4. Later — through the operator. The amount is refunded less the cost of the part of the work actually performed by the service provider; the scope is determined by the operator based on the parties’ materials within 5 business days.

7.5. The service provider refused after payment — the full amount is refunded to you, the request is reopened for other service providers.

7.6. The service provider did not deliver the work on time (the deadline from the bid plus 3 days) — the order is automatically passed to the operator as a dispute; you may demand a full refund.

7.7. Acceptance. After the “Done” mark, you have 5 days to accept the work or write remarks. A reminder is sent one day before the deadline. If you do not respond, the work is deemed accepted.

7.8. Remarks. The payout to the service provider is suspended, the dispute is reviewed by the operator within 5 business days. The operator may:

• return the work for rework with a new deadline;
• partially refund you and pay the remainder to the service provider;
• pay the service provider in full;
• refund the full amount through cancellation of the order.

7.9. Warranty for household services — at least 30 days for the work performed; longer if so stated in the bid. Materials and spare parts — under the seller’s warranty.

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8. Air tickets

8.1. Payment — 100% of the ticket price shown on the Site (the price is final: the carrier’s fare and charges and the agent’s commission are already included) on the secure page of the air ticketing Partner’s payment provider at the time of purchase. The payment deadline is shown on the booking page (usually 30 minutes); an unpaid booking is cancelled and the price has to be checked again.

8.2. Refund — under the carrier’s fare rules. Send the request to AzerGid support (support e-mail or the assistant on the Site) with the booking number. AzerGid forwards it to the Partner; the Partner calculates the refundable amount (less the carrier’s penalty and non-refundable charges) and sends it to you for confirmation. After you confirm, the money is returned to the card used for payment. Timing — under the carrier’s rules, usually up to 30 days.

8.3. Non-refundable fare — only unused charges are refunded, where the carrier’s rules allow it.

8.4. Change (another date or flight) — under the fare rules: the fare difference and the carrier’s change fee are payable. Request — through support, as in clause 8.2.

8.5. The agent’s commission included in the ticket price is not refunded on a voluntary refund or change. If the airline cancels the flight, it is refunded in full.

8.6. Cancellation or significant change of the flight by the carrier — full refund or rebooking under the carrier’s rules; contact support with the booking number.

8.7. No-show without contacting us before departure — under the fare rules; as a rule, no refund.

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9. Summary table