There are two different types of cancellations on the platform: Sender-initiated and Driver-initiated. Your cancellation fees will depend on who cancelled the job and at what stage the delivery was at.
Sender-initiated cancellations
Sometimes, Senders change their minds for various reasons and cancel the delivery. When this happens, you may receive compensation based on how far along you were with the job:
- Within 5 minutes of accepting the job: No compensation will be provided as the cancellation occurred before the job could start.
- After 5 minutes of accepting and en route to the pickup location: You will earn 70% of the delivery fee (capped at $10).
- Arrived at or in proximity to the pickup location: You will earn 70% of the delivery fee (capped at $20).
- Picked up or en route to the delivery location: You will earn 100% of the delivery fee. A return fee may also apply.
N.B - You will not be compensated if you have not met these conditions - i.e. have not progressed to pick up within the designated deliver by time frame for the job.
Driver-initiated cancellations
Please note these are different from unassignments. You can unassign a job as long as you've not marked yourself as 'Arrived for Pickup.' However, excessive unassignment can impact your driver scores and your ability to receive job offers.
We do not recommend cancelling a job after you've arrived for pickup.
We encourage you to speak to the store team if there are excessive delays (upwards of 20 minutes) and ask them to cancel the job on their systems.
However, if you decide to cancel a job using the 'Item not ready' feature:
- You will only receive 15% of the delivery fee
- Wait times may be paid if eligible.
Read more here for detailed conditions on when and how you can use this option.