Refund and cancellation policy

This policy forms part of our terms and conditions. It applies from the day the Adhoc platform opens. Joining the waitlist is free, so there is nothing to cancel or refund before then: to leave the waitlist, email marian.nestorov@gmail.com.

Depots cancelling a job

• Before a courier accepts: withdraw the job in the app at any time. There is no charge.
• After a courier accepts, more than 24 hours before pickup: no charge.
• Within 24 hours of pickup: the depot pays the courier 50% of the job's rate, plus our fee on that amount, for the time they set aside.
• After the courier has arrived at the depot, or if no work is ready when they arrive: the depot pays the full rate.

Couriers cancelling a job

• More than 24 hours before pickup: release the job in the app. There is no charge, and the job goes back to other couriers.
• Within 24 hours of pickup: release it in the app as soon as you know, and we will try to find someone else. Late cancellations are recorded, and repeated ones may limit the jobs offered to you.
• Not turning up without cancelling is a serious breach of our terms and may lead to your account being suspended.

Couriers are never charged a fee for cancelling.

Things outside anyone's control

If a job cannot go ahead because of severe weather, a road closure, a vehicle breakdown, illness or a similar event outside the control of whoever cancels, tell us as soon as you can. We waive the charges above where the reason is genuine.

Refunds to depots

We refund what a depot paid for a job, including our fee, when:

• the job was cancelled free of charge under this policy;
• the courier did not turn up, and we could not find a replacement in time; or
• the job was not done as agreed, and we uphold the depot's dispute.

Where a job was only partly done, we refund the part that was not. Refunds go back to the account the depot paid from, within 10 working days of being agreed.

Disputes

To dispute a job, report it in the app or email marian.nestorov@gmail.com within 7 days of the pickup date, with the job reference and what went wrong. We will look at the job's tracking and proof of delivery, hear from both sides, and reply within 10 working days. We hold the disputed amount from the courier until the dispute is settled.

Your legal rights

Adhoc is a service for businesses. If you are using it as a consumer, nothing in this policy affects your statutory rights.