Skip to main content

When do cancellation fees apply?

  • Updated

Cancellation fees apply once a courier has been assigned and is en route, ensuring compensation for time and travel.

Cancellation Fee Breakdown:

  • Before Courier Acceptance: No cancellation fee
  • After Acceptance, Before Pickup: 50% of base fare (up to $5.00)
  • Courier Arrived at Pickup: 50% of base fare (up to $10.00)
    • If a courier arrives at your pickup location, they are expected to wait up to 5 minutes.
    • If the order is not ready within this timeframe, cancellation fees will apply. The cancellation fee is applied to ensure the courier is fairly compensated for their time and travel to your location.
    • If you anticipate that the order will take longer to prepare, we recommend canceling and rescheduling the delivery for a time when it will be ready for pickup.
  • After Pickup: Full delivery charge

Note: Cancellation fees apply only to confirmed deliveries (not drafts).

How to Cancel an Order:

  1. Log in to your Merchant Portal.
  2. Locate the order you want to cancel.
  3. Click Cancel on the right-hand side.

How to View Cancellation Charges:

  1. Log in to your Merchant Portal.
  2. Navigate to the Cancelled tab.
  3. Hover over the Cancel button to view the fee based on the delivery stage.