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.