Order Cancellation Policy
An order can be Cancelled on the Sendy platform any time before the driver picks it.
For all the cancellation charges - it does not matter who initiates the cancellation request (Customer or Sendy Support Agent), as long as the criteria explained below are met.
1. Before a driver confirms an order-Status Pending:
When a customer places an order and it has not yet been confirmed or allocated to a driver, they have the freedom of canceling the order and he/she is not charged any amount.
2. A driver has Confirmed an order-Status Confirmed:
Once an order is allocated to a driver, the customer can still cancel an order, but the following 3 scenarios have to be considered.
Scenario 1. Order confirmed on time - a confirmation didn't exceed the ETA
1. An order canceled less than 2 minutes of confirmation
The customer is not charged, because in 2 minutes the rider cannot cover significant distance towards the pickup point.
2. An order canceled after 2 minutes of confirmation
You will be charged
50% of the order value (
minimum cancellation fee is KES
150,
maximum KES
200).
As we have to compensate the driver because he might have covered a significant distance towards the pickup point.
Scenario 2. Late confirmation - Order confirmation by a rider was after the original ETA
1. An order canceled less than 2 minutes of confirmation
This type of cancellation is not charged - we inconvenienced you by not adhering to the original ETA.
2. An order canceled after 2 minutes of confirmation
You will be charged 50% of the order value (min KES 150 and max KES 200). Despite the delay in ETA, Sendy still made an effort to actively look for a driver to fulfill the order.
The rider is also compensated because he might have covered a significant distance towards the pickup point.
Scenario 3. Delay in pickup by the rider (after ETA).
1. An order canceled no later than 15 minutes after the original pickup time
The customer is not charged
2. An order canceled 15 minutes after the original pickup time
Customer is not charged
3. Driver arrived no later than 15 minutes after the original pick up time and order got canceled after that.
Customer is charged for the waiting time.