Refund Policy

When and how we issue refunds.

1. When we issue refunds

We may issue a refund when: a delivery is cancelled before the delivery partner picks up the item; we determine that a return or replacement is not possible or not fair to you; the delivery was not completed as agreed (e.g. item not delivered, wrong address, or significant damage at handover) and a return is not feasible; or we are required to do so under applicable law or our terms.

2. Refund eligibility

Refund eligibility is decided on a case-by-case basis. We will review your request, consider the circumstances, and notify you of the outcome. If approved, we will process the refund to your original payment method where possible. How refunds are handled can depend on how you paid (for example, payments processed through our payment partner versus certain direct transfer flows); we will confirm the route when we respond. Requesting a refund does not guarantee one; we may instead offer a return, replacement, or partial refund where appropriate.

3. Refund timing

Refunds typically reflect in 5–10 business days, depending on your bank or payment provider. In some cases it may take longer. We will process approved refunds as soon as practicable after our decision.

4. Non-refundable or partial refunds

Delivery fees may be partially or fully non-refundable when the cancellation or issue was due to circumstances on your side (e.g. wrong address provided, unavailability at pickup or delivery, change of mind after pickup). We may also withhold or reduce a refund if there has been misuse, fraud, or a breach of our terms.

5. How to request a refund

In the app, open Report & Support and tap "Request a refund". Include your delivery request ID (if applicable) and a short description of why you are asking for a refund. For damage or wrong-item issues, be ready to share photos if requested. We will review your request and guide you through the next steps. For returns and replacements, use "Request a return" or "Request a replacement" in Report & Support, or read our full Returns, Replacements & Refunds policy.