Cancellations and refunds
Draft — to be reviewed before launch.
You can cancel free of charge until a runner accepts your errand. If no runner has accepted and it's taking too long, you can cancel from the errand page for a full refund. After a runner accepts, what you get back depends on how far the errand has gone.
| When | What you pay | What you get back | What the runner gets |
|---|---|---|---|
| Before a runner accepts | Nothing | Full refund | — |
| Runner accepted, not yet at the store | £3.00 | Everything except £3 | £3.00 |
| Runner at the store, or item collected | Full price | No refund, unless the problem is our fault | Full pay |
| Store or pharmacy won't release the order | 50% of the price | 50% refund | 50% of their usual pay |
| We cancel, or can't find a runner | Nothing | Full refund | — |
| Item lost or damaged in our care | Nothing for the errand | Full refund, plus item cost up to £250 | Reviewed case by case |
Your legal right to cancel
By law you can cancel a service booked online within 14 days. When you book, you ask us to start straight away. If you cancel after we've started, you pay for the work already done, as shown in the table. Once the errand is complete, you lose the right to cancel.
Late or failed errands
- If a Saver errand misses its 4-hour window because of us, we refund 50% of the price.
- If a delivery fails because no one was in and there was no safe place, the errand counts as complete. A new delivery is charged as a new errand.
Waiting time
The first 10 minutes of waiting at a store are free. After that, waiting is charged at 30p a minute, and we tell you before it's added. All waiting pay goes to the runner.
How refunds are paid
We refund to the card you paid with, within 5 working days of agreeing the refund. Your bank may take a few more days to show it.
How to ask for a refund
Use the errand page, or contact us, within 48 hours. Include photos where possible.