Cancellation and Refund Policy

1. How to request cancellation

Use the private tracking page to submit a cancellation-review request as soon as possible. The request is recorded in the order timeline for Wayboro operations. It does not itself cancel the order or issue a refund. While the request is pending, Wayboro places pre-pickup dispatch on a temporary review hold: an unassigned order is removed from available offers, and an assigned driver cannot record another pickup milestone or take custody. The order stays active until Wayboro records the decision.

If Wayboro keeps the order active, the private page explains the decision. While the order remains eligible for cancellation, the customer may ask for one final online review by describing new or changed circumstances in at least 20 characters. After that second decision, additional online requests are closed to prevent repeated dispatch holds; materially changed circumstances must be raised with order support using the public order number.

If the tracking page is unavailable or the request is urgent, contact [email protected] and include the public order number. Email is not monitored as an emergency channel. A request is effective when received by Wayboro, not when an unsent draft or failed message is created.

2. When cancellation is possible

The displayed status can change while a request is being reviewed. A cancellation is confirmed only when the order status is changed to “Canceled” by Wayboro. The private page records Wayboro’s customer-facing reason for that cancellation.

A cancellation request does not edit an address, contact, cargo item, service level, or delivery window. Until Wayboro confirms a change or cancellation, the existing order details remain authoritative. If a requested change cannot be supported safely, operations may require the customer to cancel and place a corrected order.

3. Cancellation fees

This policy version and the current public checkout impose no cancellation fee. Wayboro will not add a driver-arrival, waiting, failed-pickup, or cancellation fee unless the amount or calculation is clearly disclosed before the order is placed and the customer accepts the updated terms. A materially inaccurate, unsafe, prohibited, oversized, or unavailable item may still be refused, and repeated or intentional violations may result in account or service restrictions.

4. Refunds for a pre-pickup cancellation

If a paid public order is confirmed canceled before pickup under this policy, Wayboro automatically queues a full refund of the amount charged for that order to the original payment method. Cancellation and refund remain separate payment events, so a “Canceled” order status alone is not proof that the processor or financial institution has completed the credit.

The private tracking page shows whether the refund is queued, processing, completed, or needs additional review. Wayboro also sends decision and refund updates to the customer contact on the order. A provider failure creates an operations case rather than silently closing the workflow. The payment processor and the customer’s financial institution control when a completed credit appears. If a completed refund does not appear, contact the financial institution first and then Wayboro with the public order number.

5. Wayboro cancellation

Wayboro may cancel before pickup for capacity, safety, legal or regulatory limits, severe weather, service interruption, inaccurate order details, failure to make the item available, or a prohibited item. If Wayboro cancels a paid order before pickup, the public-order refund rule above applies. This does not require Wayboro to accept future orders or prevent it from seeking lawful relief for fraud or intentional misconduct.

6. After pickup: failed delivery and return

Once pickup is recorded, Wayboro has custody of the item and cannot simply cancel the movement. If delivery cannot be completed, the driver reports the issue and Wayboro operations may authorize a return to the original pickup. The sender must cooperate with safe and lawful return instructions. The current public service does not offer customer-selectable redelivery or storage and does not impose a separate public return, redelivery, waiting, or storage fee. Temporary custody needed to coordinate a safe return is not a storage service.

A refund of the original delivery price after pickup depends on the reason, service performed, and controlling law. Cargo loss or damage is handled under the Claims Policy; a declared value is not an automatic refund amount.

7. Duplicate, unauthorized, or incorrect charges

Report a suspected duplicate, unauthorized, or incorrect charge promptly. Email [email protected] and include the public order number and the disputed amount. We may request verification and transaction details but never a password or full card number by email. This policy does not limit rights provided by payment-card rules, the Electronic Fund Transfer Act where applicable, or other nonwaivable law.

8. Business API orders

A signed business agreement may establish different cancellation, return, refund, and billing rules. A scoped Business API key can cancel only an eligible order created through that API; it cannot read or cancel a public checkout order. Business API cancellation does not automatically initiate a payment refund, so business customers must follow their written billing arrangement.