Cancellation, refunds and withdrawal
1. Current status
The source document still contains placeholders for time limits and percentages. Carryroo therefore does not currently charge a cancellation fee under this draft.
The sections below describe the intended framework. Fees, deductions and payment-related sanctions take effect only after the specific values have been published transparently before contract conclusion and technically activated.
2. Cancellation by the sender
If a sender cancels without a substantiated important reason and outside a previously agreed deadline, a cancellation fee disclosed before contract conclusion may apply as a percentage of the order value after real payments launch. The deadline and percentage have not yet been set; no cancellation fee applies in the current MVP.
A possible cancellation fee is waived in cases of force majeure or other unforeseen circumstances outside reasonable control that are supported by appropriate evidence, such as official orders, natural events or documented illness.
3. Cancellation by the courier
In the MVP, a test amount marked as paid is marked as fully refunded when a courier cannot perform. Real payment processing is not active.
Repeated or unjustified cancellations may be reviewed and, after the applicable rules have been published transparently, may result in quality-assurance measures such as a warning, consideration in a quality rating or a temporary restriction on further orders.
4. Defective or delayed performance
If the service was performed but has a documented defect, such as a significant delay, the sender may request an appropriate partial refund. No fixed refund rate has been set; in particular, the 50 percent rate in the source draft was only an example.
Any refund depends on the nature and severity of the defect, the available evidence and mandatory statutory rights. A courier payout may be held during review and reduced or refused under the contractual rules to be published before real payments launch.
The source draft's proposal to retain platform or management costs unchanged in every case is not active. The treatment of those costs will be legally reviewed and published transparently before real payments launch.
5. Deadlines and late cancellation
Cancellations should be declared within the deadline displayed for the relevant order before the service starts. The binding deadline will be set before real payments launch and displayed before contract conclusion.
A late-cancellation fee can be charged only after the deadline, amount, calculation basis, exceptions and evidence process have been published clearly and incorporated into the contract. No such fee is currently charged.
6. Repeated misuse
If either party repeatedly misuses the cancellation right, for example through numerous unjustified cancellations, Carryroo may review the conduct and, after the applicable rules have been published transparently, provide for warnings or temporary usage restrictions. Tiered fees are not charged in the MVP and would apply only after clear publication.
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.