Booking changes and money back
This policy explains when a Dropdsh booking can be cancelled, when a fee may apply, how card authorisations and Dash Coins are handled, and how to request a refund or raise a service claim.
The exact cancellation amount shown in the platform or agreed business terms applies to the booking. We do not apply the PDF’s suggested figures unless they have been configured and disclosed to you.
At a glance
- You can cancel from the order screen while its status remains cancellable.
- Before driver acceptance, the normal outcome is release or return of the booking amount, subject to any clearly disclosed exception.
- After driver acceptance, a configured and disclosed cancellation fee may be captured or retained.
- Once pickup has started, self-service cancellation is unavailable; contact support immediately.
- Dash Coin refunds return eligible coins to the source wallet or business-credit balance.
1. Scope and booking status
This policy applies to Pickup & Delivery, Multi-Drop, Vehicle Movement and Vehicle Recovery bookings unless a written business agreement states otherwise. The order status, payment state, driver assignment and collection progress determine the available action.
Common cancellable statuses include Pending, Assigned, Accepted and Arrived. The platform may use different display wording for equivalent operational states.
2. How a customer cancels
Use the cancellation control on the relevant order while it is available. Review the warning before confirming. If the control is unavailable or the issue is urgent, use order support or email hello@dropdsh.co.uk.
A cancellation is effective when the platform confirms it. Closing a browser, leaving a chat, rejecting a payment prompt or telling only the recipient does not cancel a booking.
3. When a cancellation fee may apply
| Stage | Normal treatment |
|---|---|
| Before a driver accepts | No driver-acceptance cancellation fee is normally due. Any card authorisation is released and eligible Dash Coins are returned. |
| After driver acceptance, before pickup starts | A fixed or percentage fee may apply if enabled and disclosed for the booking. The order screen warns that this cancellation counts as post-acceptance. |
| Driver has arrived | The same disclosed cancellation rule applies unless checkout or an agreed price schedule identifies a different arrived/minimum-fare charge. |
| Pickup has started | Self-service cancellation is unavailable. Support assesses safe completion, return, handover and payment. |
A fee will never exceed the booking amount through the automated cancellation settlement. Repeated post-acceptance cancellations can count toward the account risk limit displayed or configured in the service and may lead to suspension and review.
4. Changes after collection begins
Once the driver is at pickup, has scanned or photographed collection, has collected an item, or has begun moving a vehicle, do not use ordinary cancellation. Contact support. We may need to complete delivery, return the item, arrange a secure handover or allocate another approved provider.
Reasonable waiting, return, storage, redelivery, specialist-recovery or additional-distance charges can apply only where disclosed, agreed or reasonably necessary because of inaccurate instructions, unsafe access or recipient unavailability.
5. Failed delivery, waiting and return-to-sender
If no authorised person is available, access is unsafe, the recipient refuses the item, the OTP/PIN cannot be completed, or instructions are materially incorrect, the driver may record a failed attempt with evidence. Support may arrange redelivery, collection, return-to-sender or administrator review.
Any free waiting period, waiting increment and return fee shown at booking or in agreed business terms applies. Where no such charge was disclosed, we will agree the next step and price before incurring avoidable additional cost where reasonably possible.
6. Cancellation by Dropdsh
We may cancel or refuse a booking where no suitable provider is available, payment fails, the goods or instructions breach policy, information is materially inaccurate, access is unsafe, legal requirements cannot be met, or an event outside reasonable control prevents service.
If we cancel for reasons not caused by you, we return amounts paid for the unprovided service. If cancellation results from your breach, prohibited goods or material misdescription, we may retain or recover reasonable costs, subject to consumer law and the amount disclosed or evidenced.
7. Card authorisations and Dash Coin refunds
Card payments
Where a card amount is only authorised, cancellation normally releases the hold. If a disclosed fee is due, we may capture that fee and release the remainder. Banks control how quickly a released hold disappears from an account.
Dash Coins
For a paid Dash Coin order, the system calculates the configured cancellation fee in pounds, converts it using the rate stored on that order, retains no more than the coins used, and returns the balance. Business-credit coins return to the applicable credit balance where the original credit period permits it.
Cancelled unpaid manifest bookings and system cancellations before fulfilment can return all charged coins where no customer cancellation fee applies.
8. Service refunds and adjustments
If the service was not provided with reasonable care and skill or does not match what was agreed, UK law may entitle a consumer to repeat performance, a price reduction or refund. Businesses may have remedies under their commercial agreement and applicable law.
Approved refunds are normally made to the original payment method. Where a Dash Coin purchase or booking was involved, see the Dash Coins and Referrals Policy. Processing time depends on the payment provider and receiving bank.
9. Distance-contract rights
Consumers may have statutory cancellation rights for some service contracts made online. Where you ask us to start a time-sensitive delivery during a statutory cancellation period, you expressly request early performance and may have to pay a proportionate amount for service supplied before cancellation. The right can end once the service has been fully performed after the required request and acknowledgement.
This policy does not replace or restrict rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
10. Claims, disputes and contact
Report damage, loss, non-delivery or a disputed charge as soon as reasonably possible and within any claim window displayed for the booking. Include the order reference, photographs, packaging, proof of value, condition evidence and a clear description.
We will not shorten a mandatory statutory limitation period, but delay can make evidence and recovery more difficult. For active deliveries use order support; otherwise email hello@dropdsh.co.uk.