Cancel Policy
Cancellation stages, charges and return-to-origin considerations.
Overview
Bookings may be cancelled at different stages of the delivery journey, and the applicable charge or eligibility can change depending on whether a rider is assigned, in transit, waiting at pickup or has already collected the parcel.
Before rider assignment
Cancellations before rider or vehicle assignment may usually be allowed without an operational fee, unless the order required a reserved slot, special vehicle, custom handling or dedicated fleet allocation.
After assignment or arrival
Once a rider is assigned, starts movement or reaches the pickup point, operational charges may apply. Waiting charges or attempted-service charges may be added where rider time and trip effort were already consumed.
After parcel pickup
Orders are generally not cancellable after parcel pickup because the movement has already started. In some cases, the customer may request return-to-origin movement at additional cost, subject to operational feasibility.
Special cases
High-value deliveries, regulated products, dedicated route plans and contract fleet movements may have customised cancellation conditions. Customers should review any special commercial terms agreed for those services.