Cancellation policy
At Urbanese, we strive to provide seamless services across our platform. This Cancellation Policy outlines the terms and conditions under which users (customers, vendors, and riders) can cancel their orders or services, and the
associated processes.
1. Customer Cancellation (Urbanese – Customer App)
Customers using the Urbanese Customer App to place orders for food, groceries, medicines, or other services can cancel their orders under the following conditions:
•Order Cancellation by Customer:
oYou may cancel your order at any time before it has been dispatched or fulfilled by the vendor. If the order is in the processing stage, we will do our best to accommodate your cancellation request.
oIf the cancellation occurs after dispatch, you may be eligible for a refund, but it will depend on the vendor’s cancellation policy and the status of the order.
•Cancellation Due to Service or Product Issues:
If you are not satisfied with the product or service, or if there are discrepancies (e.g., incorrect order, damaged items, etc.), you may cancel the order within a specified time frame.
oYou must contact Urbanese support to process the cancellation.
•Late or Failed Deliveries:
If the order is delayed beyond the estimated delivery time or if the service is not performed as promised (e.g., missed delivery), you may cancel the order.
oA refund or compensation will be processed depending on the situation.
2. Vendor Cancellation (Urbanese Seller Central – Vendor App)
Vendors (businesses) using the Urbanese Vendor App must adhere to the following cancellation terms:
•Order Cancellation by Vendor:
Vendors may cancel an order at any time, but they must ensure that the cancellation is communicated promptly to the customer. Cancellations by vendors may occur due to:
oUnavailability of products or services
oAny unforeseen circumstances (e.g., stock issues, business operations)
•Refund Process for Vendor Cancellations:
In case of vendor-initiated cancellations, the vendor is responsible for processing the refund to the customer promptly, in accordance with Urbanese's refund guidelines.
oVendors must notify the customer about the cancellation and offer a resolution, such as a full refund, replacement, or credit.
3. Rider Cancellation (Urbanese Rider – Delivery & Mobility App)
Riders using the Urbanese Rider App to deliver orders may need to cancel a delivery for the following reasons:
•Cancellation by Rider:
Riders may cancel a delivery under the following circumstances:
oUnforeseen events (e.g., traffic, vehicle issues, etc.)
oCustomer request for cancellation after the rider has accepted the delivery (subject to the timing)
•Cancellation Due to Delivery Issues:
If the rider encounters issues with the delivery, such as an incorrect address or no one available to accept the order, they may cancel the delivery.
oRiders should notify the customer and Urbanese support immediately if a cancellation is required.
•Impact on Rider’s Earnings:
Cancellations by riders may impact their earnings. A cancellation fee or a penalty may be applied in certain circumstances where the cancellation is due to rider negligence or failure to complete the delivery.
4. Cancellation Due to Unforeseen Circumstances
Urbanese reserves the right to cancel orders or services in cases of force majeure or unforeseen events beyond our control, such as:
•Natural disasters, accidents, or other emergencies
•Major system outages or technical failures
In such cases, Urbanese will provide a full refund to customers if applicable, and will inform vendors and riders about the cancellation.
5. How to Cancel an Order or Service
For Customers:
To cancel an order, you must contact Urbanese customer support through the app or website. We will review your request and confirm whether the cancellation is possible based on the order status.
For Vendors:
To cancel an order, vendors should update the order status via the Vendor App and notify the customer immediately about the cancellation and its reasons.
For Riders:
Riders can cancel a delivery within the Rider App. If a cancellation is necessary due to personal issues or other circumstances, the rider must immediately inform the customer and Urbanese support to ensure proper handling.
6. Fees and Charges for Cancellations
•Cancellation by Customer:
In most cases, there will be no fee if you cancel your order before it has been processed or dispatched. However, if the order is already in transit or completed, cancellation fees may apply.
•Cancellation by Vendor:
If a vendor cancels an order after it has been accepted, the customer will be refunded. Vendors may be subject to penalties depending on the circumstances of the cancellation.
•Cancellation by Rider:
Riders may be subject to a cancellation fee if they cancel the delivery after accepting it, especially in cases of rider negligence.
7. Legal Compliance
This Cancellation Policy is subject to all applicable laws and regulations in the jurisdictions in which Urbanese operates. All cancellations and refunds will be processed in accordance with local consumer protection laws.
