Cancellation Policy

When deliveries may be cancelled and how fees work.

1. Overview

You can cancel a delivery request in the app when the option is available. Whether a cancellation is free, partial, or subject to a fee depends on timing, whether a delivery partner has already committed or picked up the item, and the circumstances of the cancellation. This policy works together with our Refund Policy and Returns, Replacements & Refunds policy.

2. Cancellations before pickup

If you cancel before a delivery partner has picked up the item, you may receive a full or partial refund of amounts already paid, depending on how far the request had progressed and whether a partner was already assigned. We may retain part of the fee to cover operational costs where fair and allowed under our terms.

3. Cancellations after pickup

After pickup, cancellation may not be possible in the same way as before pickup. You may need to request a return or follow our returns process. Fees for the completed or partial trip may apply. We review situations case by case.

4. Delivery partner side

Delivery partners should only cancel when necessary (e.g. safety, inability to complete the trip, or instructions from us). Repeated or unjustified cancellations may affect account standing. Requesters affected by a partner cancellation will be supported according to our refund and support processes.

5. Fees and refunds

Cancellation does not always mean a full refund. Delivery fees may be partially or fully non-refundable when the cancellation or issue was due to circumstances on your side (for example wrong address, repeated unavailability at pickup or delivery, or change of mind after pickup). See our Refund Policy for details.

6. Contact

For help with a specific delivery or cancellation, use Report & Support in the app or email support@loady.app. Include your delivery request ID.