Refund & Cancellation Policy

1.1You pay for every order in full, upfront, by card, before Drevo reviews it. The price is made up of two parts, shown separately before you pay: the courier’s fee, which Drevo collects on the courier’s behalf, and Drevo’s commission for the platform, payment handling and support. Prices shown include VAT where it applies.

1.2Every order is reviewed by Drevo before it is offered to couriers. While it is being reviewed, your order shows as “pending review”.

1.3Where this policy says you get a full refund, that means both parts of the price — the courier’s fee and Drevo’s commission — are refunded to you.

2.1If we decline (“bounce”) or cancel your order at the review stage — for example because it involves prohibited items, incomplete or implausible address details, or suspected fraud — you get an automatic full refund to the card you paid with. You do not need to ask for it. Nothing has been offered to a courier at that point, so there is no delivery contract to unwind.

3.1While your order is still pending review, you can cancel it yourself from the dashboard, free of charge. If you have paid, the full amount is automatically refunded to your original card.

3.2Once your order has been approved you can still cancel it yourself from the dashboard, right up until a courier begins collection. If no courier has accepted it yet, no delivery contract exists and you get a full refund. If a courier has already accepted it, there is a delivery contract between you and that courier: cancelling brings that contract to an end, so a cancellation fee applies and we pay a share of it to the courier for the work they had begun. The fee is higher once they have set off. You are shown the exact amount before you confirm, and it is charged separately: what you paid for the delivery comes back in full, so you will see both the refund and the fee on your statement. If the fee payment does not go through, the order is not cancelled.

3.2aOnce the courier has begun collection, the order can no longer be cancelled from the dashboard. Contact Drevo support at support@drevo.co.uk and we will help.

3.3If your order is approved but no courier accepts it, no delivery contract is ever formed and you get a full refund. An order for immediate collection is cancelled automatically if nobody has accepted it within the window for the service you chose —45 minutes on Express, 2 hours on Same-day and6 hours on Standard. That window starts again if a courier accepts your order and then hands it back, so each courier gets a full window to collect it. Either way, if nobody has accepted it by the delivery time for the service you chose, we stop looking at that point and refund you in full — you can then place it again if you still want it. An order booked for a future collection time is cancelled automatically if nobody has accepted it by that time. No cancellation fee applies, because no courier committed to it.

4.1A boost adds to the fee offered to couriers, to make your order more attractive to them. If you pay to boost an unfilled order and the boost does not result in a courier accepting it, the boost amount is automatically refunded to your original card.

5.1One payment corresponds to one order. If a duplicate payment is attempted for the same order, it is automatically rejected, so you will not be charged twice.

6.1All refunds go back to the original payment card. They normally arrive within 5 to 10 business days, depending on your card issuer.

7.1Your parcels are in the courier’s custody from pickup until delivery, and it is the courier — not Drevo — who is responsible to you for loss or damage while they are there. A damaged or lost parcel is handled as a claim under the parcel liability section of our Terms of Service, not under this policy. Email support@drevo.co.uk within 48 hours of delivery (or scheduled delivery) or, where parcels are being carried back to your collection address, of the end of that return, with your order reference and photos, and Drevo will assemble everything the Platform recorded for that order — the scans, the proof of delivery, the timestamps, the GPS positions and the courier’s policy details — and give it to you. What you do with it is your decision. Drevo does not make the claim for you and does not pursue the courier on your behalf. The courier is responsible for your parcel and carries goods-in-transit insurance of at least £5,000. Insurance does not meet the first part of a claim, so a loss smaller than the courier’s policy excess is not met by their insurer — and where we hold that courier’s excess on record we will tell you what it is when you claim.

8.1Questions about a refund or cancellation: email support@drevo.co.uk with your order reference, or use the message thread on your order in the dashboard.

8.2“Drevo” is Drevo Ltd, a company registered in Scotland with company number SC887578, whose registered office is at Office 606 18 Young Street, Unit Lge, Edinburgh, Scotland, EH2 4JB. VAT registration number: GB 524 9743 67.