Business Name: OnDrive | Jurisdiction: United Kingdom
This Cancellation Fee Policy explains when customers may cancel an order, whether any fee applies, and
how refunds are handled for food orders, grocery and market orders, shopping requests, and parcel
deliveries. By placing an order through OnDrive, the customer agrees to this policy, our Terms of
Service, and any applicable service-specific terms. This policy is intended to be fair, transparent, and
compliant with applicable UK consumer law, including the Consumer Contracts (Information, Cancellation
and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Definitions
For the purposes of this policy, the following terms have the meanings set
out below:
Order — Any request placed through the OnDrive platform
for food, groceries, market items, shopping purchases, or parcel delivery.
Accepted Order — An order that has been confirmed by
the platform and assigned to a driver, shopper, or courier.
Dispatched Order — An order where a driver, shopper, or
courier has already been sent to collect, purchase, or deliver the items.
Picked Up Order — An order where the goods or parcel
have already been collected from the merchant, seller, or sender.
Cancellation Fee — A reasonable charge applied to cover
work already performed, costs already incurred, or third-party charges that cannot be recovered.
2. General Cancellation Rules
A customer may cancel an order before it is accepted without charge.
Once an order has been accepted, OnDrive may charge a cancellation fee if cancellation causes
costs, wasted time, travel, preparation, purchase, or booking losses.
If the order has already been picked up, purchased, or partly completed, OnDrive may charge the
full delivery fee and may also charge for any non-recoverable costs already incurred.
Where the customer cancels after work has begun, any refund will be reduced by the cancellation
fee and any non-refundable third-party costs, to the extent permitted by law.
3. Food Orders
For food orders, the following rules apply:
Before restaurant acceptance: No fee.
After restaurant acceptance but before preparation
starts: A small cancellation fee may apply.
After preparation starts: The order may be
non-refundable, in whole or in part, because food is perishable and may not be resold.
After pickup: No refund of the food cost, and delivery
costs may also be charged.
If a restaurant has already prepared the meal, OnDrive may treat the order as completed for refund
purposes, subject to any mandatory consumer rights that apply if the goods are faulty, not as
described, or not delivered.
4. Grocery and Market Orders
For grocery and market orders, the following rules apply:
Before shopper assignment: No fee.
After assignment but before shopping starts: A small
cancellation fee may apply.
After shopping has started: A medium cancellation fee
may apply.
After items have been purchased: The customer may be
charged for the purchased items plus the cancellation fee, unless the items can be returned and
a refund is obtained from the merchant.
Where purchased items are perishable, custom, or non-returnable, those items may not be refundable
once bought, except where required by law or where OnDrive decides to offer a goodwill refund.
5. Order-Anything Service
For "order anything" requests, where OnDrive purchases or collects an item
on the customer's behalf, the following rules apply:
Before purchase or collection begins: No fee.
After assignment but before purchase: A small or medium
cancellation fee may apply.
After purchase: The customer must pay for the item
bought, plus any delivery or service fee, and may also be charged a cancellation fee if the cost
cannot be recovered.
Personalised or non-returnable items: If the requested
item is personalised, custom-made, perishable, or non-returnable, the order may not be
cancellable after purchase.
6. Parcel Deliveries
For parcel deliveries, the following rules apply:
Before collection is scheduled: No fee.
After collection is assigned but before pickup: A small
cancellation fee may apply.
After the parcel has been collected: The delivery fee
may be charged in full, and any additional costs already incurred may also be charged.
Once in the delivery route: The order may be
non-refundable except for any amount required by law or refunded at OnDrive's discretion.
7. Fee Schedule
The following default fee levels apply for the UK market:
Cancellation Stage
Fee
Before assignment
£0
After assignment but before dispatch
£1.50 – £3.00
After dispatch but before pickup
£3.00 – £5.00
After pickup or purchase
Full delivery fee + item cost where
applicable
High-value or special orders
Actual costs incurred, capped at the
service fee unless higher costs are disclosed in advance
Fees reflect real operational losses such as driver time, mileage, payment processing costs,
merchant charges, or wasted purchase costs. Fees are not punitive.
8. Refund Timing
Where a refund is due, OnDrive will process it within 14 days of confirming the
cancellation, subject to any permitted deductions for costs already incurred.
Refunds will be made to the original payment method, unless that is not possible.
If part of an order was already completed, OnDrive may issue a partial refund only for the
unpaid or unfulfilled portion of the order.
9. Non-Refundable Situations
To the fullest extent permitted by law, no refund or only a partial refund
may be given where:
The order has already been collected, purchased, prepared, or delivered.
The customer provided incorrect delivery details and the order was completed using those
details.
The customer was unreachable after reasonable attempts to contact them.
The item is perishable, custom, sealed, or otherwise non-returnable once opened or purchased.
A merchant or third party has already charged a non-recoverable fee.
Statutory Rights
This does not affect any statutory rights the customer may have if goods are
faulty, not as described, or a service is not provided with reasonable care and skill.
10. Exceptions and Fairness
OnDrive may waive or reduce a cancellation fee where:
The delay or cancellation was caused by OnDrive.
The merchant was closed or unavailable.
The driver or shopper could not reasonably complete the order.
There was a platform error.
Exceptional personal circumstances justify a goodwill waiver.
11. Cancellation Notice
You may cancel free of charge before your order is accepted. Once accepted, a fee may apply
depending on how much work has already been done. If your food, groceries, item, or parcel has
already been collected, purchased, or prepared, you may be charged the full delivery fee and any
non-refundable item costs.
12. Contact Us
If you have any questions about this Cancellation Fee Policy or wish to discuss a cancellation or
refund, please contact us at: