1. Introduction
This policy explains cancellation and refund arrangements for CARGAROO deliveries. Nothing in this policy limits rights or remedies that cannot be excluded under applicable law. The policy provided when your booking is accepted applies to that booking.
2. Booking Cancellation
To cancel or request a change, email bookings@cargaroo.ca with your booking reference. For urgent requests, also call (647) 948-4093. We use the time your request reaches us, not when we reply. All times are Toronto local time. Business days for this policy are Monday to Friday, excluding Ontario statutory holidays. Cancellation and refund requests are reviewed manually.
3. Cancellation Before Pickup
The following cutoffs apply to customer-requested cancellations before pickup. If CARGAROO has not accepted your booking, cancellation is free. A driver is dispatched only when the driver has started travelling to the pickup; assignment alone is not dispatch.
| Service Type | Cancellation Rule (Toronto local time) | Applicable Charge / Refund |
|---|---|---|
| Same-Day / Express | At least 2 hours before the agreed pickup window begins, and before driver dispatch. | Before cutoff: full refund. After cutoff or dispatch: only documented, non-recoverable costs, capped at 50% of the agreed delivery price. The remaining amount is refunded. |
| Scheduled | By 4:00 p.m. on the previous business day, and before driver dispatch. | Before cutoff: full refund. After cutoff or dispatch: only documented, non-recoverable costs, capped at 50% of the agreed delivery price. The remaining amount is refunded. |
4. Cancellation After Pickup
After pickup, contact us immediately. We will confirm whether the delivery can be stopped safely. Work already completed and documented, non-recoverable costs may be charged, up to the agreed delivery price; any unused balance is refunded. A return or redirection is a separate service quoted for your approval before it begins. No additional amount is charged automatically.
5. Refund Eligibility
These rules apply to a change of mind or a customer-requested change. If CARGAROO cannot provide the agreed delivery, you may choose a full refund of the affected delivery charge or an alternative you expressly accept. This does not limit other legal rights or remedies.
- May be eligible for a full refund
- For an unaccepted booking, a cancellation before the applicable cutoff and dispatch, or an agreed delivery CARGAROO cannot provide.
- May be eligible for a partial refund
- After the cutoff or dispatch, the refund is the amount paid less eligible documented costs, subject to the limits above. We do not charge the same cost twice.
- Completed service
- The charge for a delivery completed as agreed is not refunded solely because you change your mind. Service failures and legal rights are reviewed separately.
- Payment not completed
- An unaccepted, unpaid request can be withdrawn free of charge. No cancellation payment is collected automatically.
6. Cancellation Charges
There is no automatic flat cancellation penalty. Any amount retained must reflect work performed or a non-recoverable cost caused by the cancellation, after reasonable steps to avoid that cost. We provide an itemised explanation. Before pickup, the total retained is capped at 50% of the agreed delivery price; after pickup it is capped at 100%. Additional services require your approval.
7. Non-Refundable Charges
Eligible costs must have been incurred for your booking and cannot be recovered or avoided. They are included within the caps above, not added on top. Examples include:
- Documented courier travel or waiting time already incurred after dispatch.
- Special handling, equipment or materials you approved that cannot be reused or refunded.
- No separate card-processing or administrative cancellation fee is deducted. There is no double recovery of costs.
8. Refund Processing
Approved refunds are submitted to the original payment method within 5 business days, or sooner where required by law. Your bank or payment provider controls when the credit appears. We will confirm the refund amount and submission status. Contact us if you have not received an update.
9. Payment Issues
If you encounter unexpected payment discrepancies, dual pre-authorizations, or billing inquiries, please contact our support team. Our team will review your booking and transaction details and work with our payment provider (if applicable) to resolve the issue.
10. Changes to This Policy
Changes to this policy apply to bookings accepted after the updated policy is published. They do not reduce refund rights for an existing booking. The updated date appears at the top of this page.
11. Contact Us
Email bookings@cargaroo.ca or call (647) 948-4093 with your booking reference and request. Do not send full payment-card details by email. We will review the request and explain any proposed charge or refund.
Need help with a cancellation or refund?
Please contact CARGAROO Support with your booking details and the information required to review your request.
