Cancellations and refunds
Free before a courier is assigned. After that it depends on how far they have got.
1 min readUpdated 30 Aug 2026
Cancelling costs nothing until a courier has committed to your job. Once someone is riding towards your gate, their trip has a cost, and the rules below reflect that.
| Stage when you cancel | What happens |
|---|---|
| Before a bid is accepted | Free. Nothing has been charged. |
| After accepting, before pickup | Refunded less the courier trip to your pickup point. |
| After the package is collected | Treated as a return. The trip back is charged. |
Raising a refund
- 1Open the order from Orders.
- 2Tap Report a problem and describe what went wrong.
- 3Attach a photo if the package arrived damaged.
- 4Support reviews it within 24 hours and refunds to your original payment method.
Mobile money refunds land back in the wallet that paid. Card refunds go back to the card and can take a few working days to appear on a statement.
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