You can cancel a shipment until the courier collects it. After collection, it can no longer be cancelled.
How do I request a cancellation?
- Send a cancellation request through the contact form, with your booking details, before collection.
- City Sender confirms the cancellation. Until you receive the confirmation, the shipment has not been cancelled.
- Your money is refunded within 15 days of the confirmation.
Who can cancel
Only the person who made the booking can request a cancellation.
How is my money refunded?
- You get back the full amount you paid.
- The money is refunded to the payment method you used.
- The amount is available within 15 days of the cancellation being confirmed.
If the courier arrives after you cancel
Don't hand over the parcel. If you do, any costs that arise are yours to cover.
What if the courier has already collected the parcel?
After collection, the shipment can't be cancelled or returned.
What if the price changes before collection?
If the price for your route changes suddenly, City Sender asks for your approval before charging the difference. If you don't accept it, City Sender may refund the full amount, and the shipment won't go ahead.