Cancellation Policy

Customer Cancellation

1. We, DeliveryApp, accept that there may occasionally be an unavoidable need to cancel a Job Request due to a change in circumstances. Job Requests can be cancelled via the DeliveryApp Website or App (Platform) by selecting the relevant job and selecting the ‘Cancel’ option.

2. This document sets out our Cancellation Policy for all Driver services, unless we have agreed separate terms with you in writing. If the collection time has been agreed to be varied, all of the below terms will apply to the revised time.

3. Any complaints or disputes relating to charges made for cancelled Job Requests will be handled in accordance with our Complaints & Claims Procedure.

A-B Bookings

If you cancel a Job Request within 15 minutes of placing it, no charges will be applied. For any cancellations made outside of this period, the following rules apply;

a. If you cancel a Job Request before a Driver accepts it, no charges will apply and you will receive a full refund;

b. If you cancel a Job Request after it has been accepted by a Driver and the cancellation request is received;

(i) more than 2 hours before the Driver collection time, no charges will apply and you will receive a full refund;

(ii) less than 2 hours before the Driver collection time and before the Driver has arrived on site, you will be charged 25% of the price originally quoted for the Job Request;

(iii) less than 1 hour before the Driver collection time and before the Driver has arrived on site, you will be charged 50% of the price originally quoted for the Job Request;

(iv) when the Driver is already on site and within 30 minutes prior to collection time, you will be charged for the Job Request at the full quoted price;

(v) Should a Driver be in excess of 1 hour late for collection time, you have the right to cancel at no charge.

Half Day and Full Day Bookings

If you cancel a Job Request within 15 minutes of placing it, no charges will be applied. For any cancellations made outside of this period, the following rules apply;

a. If you cancel a Job Request more than 24 hours before the start time, no charges will apply and you will receive a full refund;

b. If you cancel a Job Request less than 24 hours, but greater than 12 hours before the start time, you will be charged 25% of the full quoted price;

c. If you cancel a Job Request less than 12 hours, but greater than 2 hours before the start time, you will be charged 50% of the full quoted price;

d. If you cancel less than 2 hours before the Driver collection time, you will be charged 75% of the full quoted price.

Driver Cancellation

1. Drivers are under no obligation to accept jobs. DeliveryApp promotes fairness and equality to all Drivers. DeliveryApp is free to use and Drivers should only accept jobs they are able to fulfil. Behaviour such as ‘job hoarding’, where Drivers accept job requests they are not able to fulfil and then cancelling them before the Driver Services are to be undertaken, prevents Drivers with genuine availability from accepting jobs. Job hoarding severely impacts DeliveryApps’ Customers.  This behaviour is monitored and is deemed a misuse of the Platform and a material breach of the Driver Terms and Conditions and Fair Use Policy. We reserve the right to investigate any Drivers suspected of abusing this policy and take any necessary action, which may result in removal from the Platform.

2. Once a Driver has accepted a Job Request, they should only click ‘Cancel Job’ via the Platform if they are prevented from completing it by events outside of their control. Drivers must click ‘Cancel Job’ as soon as they know they are unavailable. This behaviour is monitored and we reserve the right to investigate any Drivers suspected of abusing this Policy and take any necessary action, including removal from the Platform.

3. Abuse of the above Policies, severely impacts other Drivers who are genuinely able to accept work and also affects the Customer and DeliveryApp’s reputation and provision of services.

4. For further details on Driver obligations, see our Driver Terms and Conditions.

Last updated: 15.05.24