Draft — not yet reviewed by a lawyer
Cancellations and refunds
Last updated 27 August 2026
What it costs to change your mind, and what happens to your money when a delivery does not complete.
1. If you cancel
What a cancellation costs depends entirely on how far the delivery has already got — specifically, on whether a courier has committed time to it.
| When | Cost | Why |
|---|---|---|
| Before a courier accepts | Free | No charge at all. |
| After acceptance, before collection | Cancellation fee | Part of the fee compensates the courier for travelling towards your pickup point. |
| After the package has been collected | Not possible | The delivery becomes a return: full delivery fee plus a return fee. |
Awaiting legal input
The cancellation fee and return fee amounts for Harare.
2. If the courier cancels
Before they set off, or after arriving at the pickup point, a courier can withdraw. The delivery returns to matching and another courier is offered it. You are not charged for the failed attempt, and the withdrawal counts against that courier’s reliability record.
Once a courier has collected your package they cannot cancel. If they genuinely cannot complete the delivery — an accident, an emergency — it is escalated to a person at GO! rather than closed. Someone is holding your package, and that path always leads to a human.
3. If nobody accepts
You are told, and you are not charged. You can put the delivery back into the queue or cancel it, and both are free.
4. Returns
A delivery that cannot be handed over — nobody at the destination, the recipient refuses it, the PIN is never entered — does not simply fail. It becomes a return, and the package comes back to your pickup point.
You are charged the delivery fee plus a return fee. The courier did the work in both directions and is paid for both.
5. Refunds
| What happened | Refund | Decided by |
|---|---|---|
| No courier found | Full — no charge was made | Automatic |
| You cancelled before a courier accepted | Full | Automatic |
| Delivery failed through our fault or the courier’s | Full | Automatic |
| Delivery failed through the customer’s fault | Partial — travel cost retained | Automatic |
| A dispute resolved in your favour | As decided | Compliance team |
| Goodwill | At our discretion, within limits | Support team |
“Automatic” means the refund is issued by the system when the condition is met, without anyone having to ask for it.
6. How a refund reaches you
Wherever possible, a refund goes back the way the payment came. An EcoCash payment is refunded to EcoCash.
A delivery paid for in cash cannot be refunded in cash by a system, so it becomes GO! credit against a future delivery, or a manual transfer if you would rather have the money back. You choose.
Awaiting legal input
How long a refund takes.