DzpatchRefund & Cancellation Policy
Last updated: May 2026
1. Cancellation Before Rider Assignment
You may cancel a pending order without charge before a rider has been assigned. The full amount will be refunded to your wallet immediately.
2. Cancellation After Rider Assignment
Once a rider has been assigned, cancellation may incur a fee to compensate the rider for their time. The fee amount depends on the order status at the time of cancellation and will be shown before you confirm. The remaining balance (if any) will be refunded to your wallet.
3. Cancellation After Pickup
Cancellations after the rider has picked up the package are generally not permitted. Please contact support if you have an exceptional situation.
4. Refund Processing
Eligible refunds are credited to your wallet within 24 hours. Wallet credits can be used for future deliveries or withdrawn to your bank account where supported.
5. Failed Deliveries (No Rider)
If no rider accepts your order within the dispatch window, the order is automatically cancelled and you receive a full refund to your wallet with no fees deducted.
6. Disputes & Damaged Items
If your package arrives damaged or is lost, you can file a dispute from the order detail page within 48 hours of delivery. Our support team will investigate and process compensation up to the declared value of the package.
7. How to Request a Refund
Open a support ticket from your account and select the “Payment” or “Delivery Issue” category. Include your order ID and a brief description. Our team will respond within 24 hours.