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 we keep a cancellation fee from your refund and 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 the rest goes back to your original card.

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 2 hours of approval; 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. You do not have to pursue the courier yourself: email support@drevo.co.uk within 48 hours of delivery (or scheduled delivery) with your order reference and photos, and Drevo will investigate the claim, arrange settlement where the claim is upheld, and adjust the courier’s payout. Compensation is subject to the courier’s per-parcel limit of £50 unless a higher declared value was agreed in writing before pickup.

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.