Public Policy

Cancellation & Refund Policy

This page explains how cancellation eligibility and refund outcomes are determined for paid bookings before job commencement.

When full refunds apply

  • Scheduled and next-day bookings cancelled before 12:00 AM on the pickup date are eligible for a full refund.
  • If the company is unable to fulfil the booking before commencement, the refund outcome is a full refund.

When partial refunds may apply

If a scheduled or next-day booking is cancelled after the cutoff but before job commencement, the current policy recommends a 50% refund.

Urgent bookings

Same-day, express 3-hour, and ad hoc bookings do not receive an automatic refund recommendation in Phase 1. They require admin review before any refund decision is made.

When cancellation is no longer available

Cancellation is no longer available once a job has commenced. A job is treated as commenced once it is out for pickup, in transit, completed, failed, returned, or when any stop has been completed.

Need help with a cancellation request?

If your case falls outside the standard policy, contact support for admin review. You can reach us at support@example.com.

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