At Deeliver, we do our best to make sure your deliveries run smoothly. Because our drivers set aside time, space, and specific route plans for each package, we use the following refund and cancellation rules.
1. Cancellations by Parents (Senders)
Full Refund – Early Cancellation (More than 24 hours before pickup)
If you cancel your order more than 24 hours before the scheduled pickup time, you will receive a 100% refund of the delivery fee.
- Example: Your pickup is scheduled for Sunday at 10:00 AM. If you cancel any time before Saturday at 10:00 AM, you receive a full refund.
No Refund – Late Cancellation (Within 24 hours of pickup)
If you cancel your order within 24 hours of the scheduled pickup time, the delivery fee is non-refundable.
- At this point, the driver has already allocated time and capacity for your package and may have turned down other opportunities to accommodate your delivery.
- Example: Your pickup is scheduled for Sunday at 10:00 AM. If you cancel at or after Saturday at 10:00 AM, there is no refund.
2. Missed Handoffs (Parent or Student No-Show)
A missed handoff occurs when:
- The Parent does not arrive at the pickup hub during the scheduled window, or
- The Student is not available at the delivery location during the scheduled drop-off window and cannot be reached after reasonable attempts by the driver.
In the event of a missed handoff:
- The delivery is treated as a last-minute cancellation.
- The delivery fee is non-refundable, as the driver has already spent time and reserved vehicle space for your package.
Deeliver and the driver will make reasonable efforts (such as phone calls or messages) to contact you during the scheduled windows, but drivers cannot wait indefinitely or significantly delay their route.
3. Delivery Issues Caused by Deeliver or the Driver
We understand that, despite best efforts, things can occasionally go wrong on our side.
Partial Refunds or Credits – At Our Discretion
If a significant issue occurs that is clearly due to Deeliver or the driver, such as:
- A driver fails to complete the delivery without a valid reason;
- A major, preventable delay clearly caused by the driver (not traffic, weather, or other events outside their control);
- A clear error in routing or coordination that is our fault,
we may, at our sole discretion, offer one of the following:
- A partial refund of the delivery fee; and/or
- A credit toward a future delivery.
These situations are evaluated on a case-by-case basis. Our goal is to be fair to both families and drivers while recognizing the realities of long-distance delivery.
4. Non-Refundable Situations (Summary)
In general, the delivery fee is non-refundable when:
- You cancel within 24 hours of the scheduled pickup time;
- The Parent does not show up for pickup during the scheduled window;
- The Student does not show up for drop-off during the scheduled window;
- Delays are caused by circumstances outside our reasonable control (e.g., traffic, accidents, road closures, weather).
5. How to Request a Refund or Report an Issue
If you believe you may be eligible for a refund or credit due to a service issue, please contact us as soon as possible with:
- Your name
- Order details (date, time, hub, and student name)
- A brief description of what happened
You can reach us at:
📧 pruthvirajchavda121@gmail.com