1. Cancellation Before Pickup
If you request cancellation before a rider has started the pickup process, contact our support team with your order number. We will review the booking status and any costs already incurred before confirming whether the advance payment is refundable.
2. Cancellation After Pickup Begins
Once a rider has been assigned or has started travelling to collect your parcel, some service costs may already have been incurred. Any refund or deduction will be assessed based on the actual stage of the booking and communicated to you.
3. Cancellation After Parcel Collection
If the parcel has already been collected, cancellation may not be possible immediately. Contact support to discuss whether delivery can be stopped or the parcel returned. Additional transport or return charges may apply if disclosed and agreed where required.
4. Completed Deliveries
Delivery charges are generally not refundable once the requested service has been completed, except where a refund or other remedy is required by applicable law or justified by a verified service issue.
5. Failed Deliveries and Service Issues
If an order cannot be completed because of a service issue on our side, we will review the circumstances and determine an appropriate resolution, which may include a refund. If delivery fails because of incorrect details, recipient unavailability or other customer-provided conditions, charges for services already performed may apply.
6. Duplicate or Incorrect Payments
If you believe you were charged twice or paid an incorrect amount, contact us with your order number, transaction reference and payment date. We will review the payment records and arrange correction or refund where appropriate.
7. How to Request a Refund
Visit our Contact Us page and provide your order number, registered contact information, payment reference and reason for the request. We may ask for additional details to verify the transaction.
8. Refund Method and Timing
Approved refunds will ordinarily be returned through the original payment method where supported. Processing time depends on the payment provider and bank. We will communicate the outcome and available processing information when your request is reviewed.
9. Your Legal Rights
Nothing in this policy limits rights available under applicable consumer protection law. We may update this policy as our services and processes evolve.