Cancellation & Refund Policy

This policy sets out your rights when cancelling a Veubi360 delivery booking, and how refunds are handled. All payments are processed via Stripe and are subject to Stripe's processing timescales.

1. Cancellation Before Driver Assignment

If you cancel your booking before a driver has accepted the job, you are entitled to a full refund of the delivery fee. The refund will be returned to your original payment method, typically within 5–10 business days depending on your card issuer.

2. Cancellation After Driver Assignment (Within 10 Minutes)

If you cancel within 10 minutes of a driver being assigned, you will receive a full refund. This grace period allows for genuine mistakes or changes of plan.

3. Cancellation After 10-Minute Grace Period

If you cancel more than 10 minutes after driver assignment, a cancellation fee of 25% of the delivery price will be retained to compensate the driver for their time and travel. The remaining 75% will be refunded to your original payment method.

4. No Driver Found

If no driver accepts your job within a reasonable time, your booking will be automatically cancelled and you will receive a full refund with no cancellation fee.

5. Driver Cancelled or No-Show

If a driver cancels your accepted job or fails to arrive, you will receive a full refund and may rebook without penalty.

6. Delivery Issues

If your parcel was damaged, lost, or not delivered as expected, please contact us at support@veubi360.co.uk within 48 hours of the scheduled delivery time. We will investigate and aim to resolve disputes fairly.

7. Refund Processing

Refunds are processed through Stripe and credited to your original payment method. Typical timescales:

• Credit/debit card refunds: 5–10 business days
• Authorisation releases (where payment was held but not captured): 3–7 business days

8. Business Account Cancellations

Business customers with on-account billing should refer to their account agreement for cancellation terms. Invoiced jobs cancelled after driver assignment may be subject to the standard cancellation fee.

9. Contact

For cancellation and refund enquiries, contact us at support@veubi360.co.uk with your booking reference, full name, and the reason for your query.