Cancellation policy

Cancellation policy

You can cancel an unpaid order from the order status screen before you complete payment. For a paid order, contact us with your order reference to cancel and request a refund before the delivery is completed — please do this as early as possible so the courier can be reassigned. The cancellation option is not shown after an order is completed, cancelled, or rejected.

There is no website cancellation fee in this booking flow unless clearly stated at the time of booking. Dispatch may also cancel a request where it cannot be fulfilled, details are incomplete, the requested service is unavailable, the item is prohibited or unsafe, payment cannot be processed, or there are safety or operational concerns.

Repair cancellation stages

For mobile, laptop, and tablet repair bookings, cancellation works in stages:

1. Before pickup: You can cancel from the order status screen before the device is collected. The diagnostic/pickup fee is refunded to your original payment method because no service has been performed.

2. After pickup, before diagnosis: If the device has been collected but diagnosis has not yet started, contact us immediately. We may be able to cancel and return the device, but the diagnostic/pickup fee may still apply if pickup has been completed.

3. During or after diagnosis: Once diagnosis has started, the diagnostic/pickup fee is generally not refundable because it covers the pickup and diagnostic work already performed. If you decline the repair quote, we return the device to you.

4. After quote approval: Once you approve the repair quote and we begin repair work, cancellation is no longer possible. If we cannot complete the agreed repair, we refund the repair cost, but the diagnostic/pickup fee is not refunded.