Cancellation & Refund Policy

Last updated: 22 December 2024

Full Refund (Before Driver Assignment)

Cancel anytime before a driver accepts the job for a 100% refund. Typically processed within 5-7 business days.

50% Refund (After Driver Assignment, Before Pickup)

Once a driver is assigned but before collection, 50% of the booking fee is refunded. The remainder covers driver mobilization costs.

No Refund (After Pickup)

Once the driver has collected your parcel, the service is considered rendered and no refund is available except in exceptional circumstances.

Full Refund (Before Driver Assignment)

Cancel your flexible delivery booking anytime before a driver accepts it for a 100% refund.

50% Refund (After Assignment, Before Pickup)

Once assigned but before collection, 50% refund applies. The flexible delivery discount makes it highly cost-effective even with partial refunds.

Card Payments: Refunds processed within 5-7 business days from approval. Your bank may take an additional 3-5 days to credit your account.
Business Accounts: Credit notes issued within 3 business days and applied to your next invoice or refunded per your account terms.
Refund Notifications: You'll receive email confirmation when your refund is processed.

We may issue full refunds in the following circumstances, even after pickup:

• Failed Delivery: If we are unable to deliver your parcel within the agreed timeframe due to our fault.
• Lost or Damaged Goods: Full refund or compensation up to declared value if parcel is lost or damaged in transit (subject to insurance terms).
• Driver No-Show: If driver fails to collect within the guaranteed window without valid reason.
• Service Breach: If we materially breach our Terms of Service.

To claim a refund for service failure, contact us within 48 hours of the incident with your booking reference and details.