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Cancellations and Refunds

Version: v1.0
Last Updated: June 6, 2026

How cancellations and refunds work across orders, bookings, second-hand purchases, and parcel delivery requests.

General rule​

The earlier you cancel, the simpler the outcome usually is.

Whether self-service cancellation is available depends on:

  • the marketplace
  • the current fulfillment stage
  • the provider or delivery company's policy
  • whether payment has already been captured

How to cancel​

  1. Open the order, booking, or parcel request detail
  2. Look for Cancel if self-service cancellation is still allowed
  3. Confirm the prompt

If the cancel action is no longer available, use the support path from that detail page instead.

📸 Screenshot: Cancellation prompt on an active item

Orders​

Restaurant and shop​

These are usually easiest to cancel before preparation or fulfillment is well underway.

Typical pattern:

  • just placed / not yet accepted: usually cancellable
  • accepted but still early: may still be cancellable
  • already being prepared or already out for delivery: often no longer self-service

If one item is unavailable but the rest can continue, the order may continue with a partial refund instead of a full cancellation.

Second-hand purchases​

Second-hand purchases are usually most straightforward to cancel before dispatch begins.

Once the seller has already moved into dispatch or the rider handoff flow, cancellation may require support review rather than a simple self-service reversal.

Bookings​

Hotel, rental, and services bookings​

These follow the partner's cancellation policy shown on the booking.

That policy may determine:

  • whether cancellation is free
  • whether a penalty applies
  • whether part of the amount is retained
  • whether the booking is non-refundable after a cut-off point

Always review the booking policy before confirming.

Parcel delivery requests​

Parcel delivery requests have their own cancellation timing.

Typical pattern:

  • draft / before final payment: easy to abandon or change
  • paid but not yet operationally dispatched: may still be cancellable
  • already in active fulfillment: self-service cancellation may no longer be available

If the parcel is already in operational handling, support may need to review the request based on its current state.

What happens to your payment​

The outcome depends on how you paid and what stage the item had reached.

Examples:

  • online card: refund back to the original payment method
  • mobile money: refund back to the original wallet/account flow
  • cash/card on delivery or pickup: if no money changed hands yet, there may be nothing to refund
  • voucher or platform credit: value may be restored as voucher/credit, depending on the flow

Refund timing can vary by payment provider and market.

Partial refunds and adjusted totals​

Sometimes the full transaction is not cancelled. Instead, you may get:

  • a partial refund for removed items
  • a reduced total after an unavailable line is removed
  • a booking adjustment based on provider policy

The detail page should reflect the updated amount and refund status.

Refund vouchers or platform credit​

In some cases, the platform may issue:

  • a refund voucher
  • platform credit

This may happen as part of:

  • a support resolution
  • a goodwill adjustment
  • a marketplace-specific refund flow

See Payment Methods and Gift Vouchers.

Checking refund status​

Open the cancelled order, booking, or parcel request detail to review the latest refund state.

Depending on the flow, you may see stages such as:

  • pending
  • processing
  • completed

📸 Screenshot: Refund status in detail view

If the refund has not arrived​

If the stated window has passed:

  1. Re-check the detail page for the latest refund status
  2. Open a support request from that item
  3. Include the reference and what payment method was used

Support can then trace the refund or escalate it where needed.