Cancellations and refunds

Cancelling your order

You can cancel an order yourself, for free, from the order page while it shows “Waiting for payment” or “Order placed”. Once the store accepts and starts preparing, the Cancel button disappears.

After the store has accepted, contact Zipdrop support. We will check with the store and rider. Food that has already been prepared may not be refundable.

Stores may cancel if an item is unavailable or they cannot fulfil the order. You will see the reason on your order page and you will not be charged.

Cash on delivery

With cash on delivery you only pay the rider when your order arrives. If an order is cancelled or cannot be delivered, there is nothing to pay.

Check your order at the door. If something is missing or wrong, tell the rider and contact support before paying.

Refunds

If you paid and the order was cancelled, not delivered, or had missing or wrong items, you can ask for a full or partial refund.

Approved refunds are recorded on your order page with an amount and a reference number. The money is sent back by mobile money or the original payment method, outside the app. Allow up to 7 working days.

Delivery fees are refunded when the order was not delivered. Refunds are not given for change of mind after the order is delivered as described.

Failed deliveries

If the rider cannot reach you, cannot find the address, or cannot hand over alcohol because ID was not shown, the delivery is marked as failed with a reason. You are not charged for cash orders. Support will contact you.