Cancellations and Order Changes

Yes. You can cancel your order via the app. A cancellation fee may apply depending on the circumstances of the cancellation and how close the courier is to you.

If a delivery can't be completed, the courier returns the parcel to you, and a return fee is added to your order. This can happen if:

• The order receiver is not at the drop-off location
• The recipient doesn't answer the courier's calls
• You and the courier cannot agree on a new drop-off address

The return fee is 50% of the delivery price for that address, and at least €2.50. It is taken from your balance if the balance covers the whole amount, otherwise from your card.

Once an order has been placed, you can change the address, but the change is not guaranteed. If you need to adjust the delivery address, contact the courier through the app as soon as possible. Any changes will need to be confirmed by the courier, and if they can complete the delivery to the new address, the original delivery fee will remain the same. If you and the courier cannot agree on a new address, the courier returns the parcel to you, and a return fee is added to your order.

You can cancel your order in the app before the courier collects your parcel. A cancellation fee may apply depending on factors such as whether the courier is about to arrive at the pickup location. If a cancellation fee is applied, the exact amount will be shown in the app before you confirm the cancellation.

Yes. If the recipient is not at the drop-off location within five minutes of the courier arriving, or the courier calls the provided phone number and gets no answer within that time, the courier can return the parcel to you. You then pay the delivery fee plus a return fee: 50% of the delivery price for that address, at least €2.50. To avoid this, make sure the recipient is aware of the delivery and has their phone available when the courier is on the way.