Refund & Cancellation

1. Booking Cancellations

• Cancellations while searching: If you cancel a booking while we are still searching for a driver partner (within the standard 90-second search window), 100% of any online fare paid is instantly and automatically refunded to your original payment method.
• Cancellations after assignment: If you cancel a booking after a driver partner has accepted and is on their way, a small flat cancellation surcharge may apply to compensate the driver partner for their fuel and time. The remaining balance is returned immediately.
• Cancellations in transit: Once the driver partner has picked up your cargo and started the trip, cancellations are no longer permitted, and no refunds can be issued.

2. Failed Dispatches & Auto-Refunds

If the platform is unable to find an available driver partner within the search time window, the booking state transitions automatically to `cancelled`. Any online fare paid is immediately marked for an **auto-refund**. Our payment gateways process auto-refunds within 5–7 operational business days depending on your bank.

3. Cash on Delivery (COD) / Cash at Pickup

For all cash payments, since the money is collected directly by the driver partner upon pickup or drop, refunds are handled through manual backoffice reviews. If a dispute arises regarding a completed cash trip (e.g. damaged goods), the customer must submit a claim in our Support room within 24 hours. Verified dispute claims will be credited directly to the customer's SpeedoExpress **Promo Wallet** balance.

4. Operational Disputes & Grievances

Admins log every single platform adjustment and manually dispatched refund in the secure backoffice audit ledger. If you believe there has been a billing discrepancy, please open a chat with our Grievance team via Help & Support so we can investigate and resolve it immediately.