Cancellation & Refund Policy

A booking that has not yet been accepted by a driver partner can be cancelled at no charge. Any amount already taken is refunded in full.

Once a driver partner accepts, they begin travelling to your pickup point — time and fuel they are not paid for if the job disappears. A cancellation fee may therefore apply, and is passed to the partner.

• The fee, if any, is shown in the app before you confirm the cancellation. You will never be charged an amount you were not shown first.
• No fee applies if the partner has not started moving toward you, or if you cancel within the grace period shown at the time.

You are not charged, and any amount taken is refunded in full, if:

• No driver partner accepts the booking.
• The partner cancels, or does not arrive.
• The vehicle that arrives cannot carry the consignment you booked it for, through no fault of your declaration.
• The delivery could not be completed because of a fault on our side.

• To your Mioryde wallet — immediately, and usable on your next booking.
• To your original payment method — on request. Banks and card networks typically take 5–7 working days to post the credit; that part is outside our control, and the refund is complete from our side as soon as it is issued.
• Cash bookings — nothing was collected, so there is nothing to refund unless a cancellation fee was charged separately.

A claim for goods lost or damaged in transit is not a refund of the fare and is handled separately. Report it within 48 hours of delivery, with photographs and the delivery code. Cover is limited as described in section 8 of the Terms of Service.

If you believe a fare or fee is wrong, contact support@mioryde.com with the booking reference. If you are not satisfied with the outcome, escalate to our Grievance Officer, support@mioryde.com. Complaints are acknowledged within 48 hours.