Refunds & Cancellation Policy
Your satisfaction is important. Here’s how we handle refunds and cancellations.
Policy Overview
At Veloo, we aim to provide reliable service. If your delivery doesn't meet expectations, this policy explains your options.
Policy Details
Eligibility for Refunds
Refunds are granted if the rider fails to deliver within the guaranteed time window. Items that are lost or damaged in transit qualify for a full refund. Additionally, orders canceled before pickup are also eligible for a full refund.
How to Request a Refund
To request a refund, open the Veloo app and navigate to Order History. Select the relevant order and tap "Request Refund." Provide detailed information and any supporting photos, then submit your request.
Refund Processing Time
Once submitted, refund requests are reviewed within 24 hours. Approved refunds typically take 3–5 business days to appear in your original payment method. You will receive an email confirmation once your refund is processed.
Cancellation Policy
You may cancel your order up to 5 minutes before pickup for a full refund. Cancellations made between 5–15 minutes before pickup will incur a 50% fee. After the rider has picked up the item, cancellations are no longer eligible for a refund.
Special Circumstances
In cases of severe weather delays, we may issue partial or full refunds at our discretion. If a safety incident occurs during delivery, you will receive a full refund along with credit for any inconvenience. For any incorrect charges, please contact support within 7 days for resolution.
