Cancellation, refunds and withdrawal
1. Credits and transport compensation
Credit packages are one-time payments to Carryroo through Stripe. Carryroo does not process, hold or refund transport compensation between Sender and Courier.
2. Before acceptance
A request reserves the confirmed Sender credits. Withdrawal or rejection before acceptance releases that reservation.
3. Acceptance and counter offers
Acceptance of the original offer or the Sender’s acceptance of a counter offer consumes both parties’ confirmed credits together. A counter offer alone does not charge the Courier.
4. After acceptance
Cancellation after acceptance does not automatically refund credits. Exceptional cases can be reported to support with the request details for an administrator to review. Completion costs no additional credits.
5. Expiry and trip changes
When the handoff deadline expires, an unaccepted request is automatically cancelled and its reservation released. Pausing, cancelling or closing a trip also handles its pending requests. Releasing credits from expired or revoked batches does not make them available again.
6. Package purchases
Cancelled or failed package payments do not grant credits. Refunds of paid packages follow the payment terms; send requests with account and payment details to info@carryroo.com.
7. Mandatory rights
Statutory consumer, repayment, damages and withdrawal rights are not excluded.
8. Statutory right of withdrawal
Consumers may have a statutory right of withdrawal for a paid distance contract. Scope, start, exceptions and a model form will be provided before contract conclusion.
9. Early performance
If Carryroo is to begin a paid platform service before the withdrawal period ends, an express request and, where required, a separate acknowledgement will be obtained.