Onwayy Refund and Cancellation Policy

1 Scope and priority of rights

1.1 This Policy forms part of the Customer Terms and Conditions for orders made and paid for through the Onwayy app. The website does not process orders. References to you mean the ordering customer; we, us and Onwayy mean Onwayy Delivery LTD. Onwayy provides the technology, payment administration, communications and support services. The Customer–Rider Shopping and Delivery Agreement governs the accepting rider's separate purchasing and delivery obligations. These arrangements do not exclude our own contractual duties, negligence or statutory responsibilities.

1.2 This Policy governs cancellation, failed-delivery accounting, product adjustments and payment refunds. Read it with the Restricted and Prohibited Products Policy. Nothing excludes mandatory rights concerning goods, services, cancellation, refunds or liability. A retailer's return rules, operational status or internal approval process cannot remove a remedy required by law.

1.3 You may contact support or use an available app control to cancel or report a problem. Give the order reference and explain the request; no special wording is required for a statutory cancellation. We must record its receipt, assess actual circumstances and provide an explanation of any deduction. An inaccessible app control does not prevent an otherwise valid cancellation notice.

1.4 The version provided before your order applies to it. We must retain the relevant order, acceptance, consent, adjustment and decision records and provide confirmation you can retain. A later revision does not retrospectively reduce an existing entitlement.

2 Cancellation before or during fulfilment

2.1 If you cancel before any rider accepts, we must refund the full amount paid. If acceptance and cancellation overlap, we must assess their actual timing and available evidence rather than rely solely on a delayed displayed status.

2.2 After acceptance but before shopping, delivery and service fees may be deducted only to the extent lawfully due for work properly performed. Acceptance alone does not justify retaining all fees or charging for unsupplied work. Any statutory conditions for beginning services early and charging on cancellation must be satisfied.

2.3 During shopping, before the final delivery journey begins, a lawful proportionate amount for services properly performed may be retained. Purchased goods must be accounted for separately according to the applicable cancellation right, returnability and recovery. Product amounts for items never purchased must be refunded, subject only to a separately identified lawful service charge without duplication.

2.4 After shopping is complete and the rider has begun the delivery journey, our voluntary change-of-mind policy does not ordinarily provide a refund. This restriction does not override a statutory cancellation right or remedies for missing, wrong, faulty, damaged, spoiled or undelivered goods or deficient services. Contact support to establish the outcome rather than assume that refusal at the door automatically cancels every obligation.

2.5 Where goods have been purchased, we must consider a lawful and practical retailer return and credit relevant money recovered. Product condition, hygiene, perishability and temperature requirements may affect a discretionary return. They do not remove statutory remedies against the legally responsible party.

3 Statutory cancellation and immediate services

3.1 Where a statutory distance-contract cancellation period applies, it is ordinarily 14 days from the applicable starting point, generally contract formation for services and receipt for goods. Applicable exceptions and extensions must be respected. Whether the retailer purchase attracts a distance-contract cancellation right depends on that transaction and applicable law; appointing a shopping agent does not by itself establish or exclude that right.

3.2 Where required, the app must obtain your separate express request to begin the identified service during its cancellation period before that service starts. It must separately obtain the required acknowledgement that the cancellation right for that service will be lost when fully performed. These actions and their wording must be recorded. General acceptance of terms, payment or browsing alone is insufficient.

3.3 Beginning a service does not itself remove its cancellation right. Where you cancel after an authorised early start, any permitted charge must be proportionate to the service supplied before cancellation and satisfy the statutory information and consent conditions. If the law makes a charge unavailable because those conditions were not met, none may be retained for that service.

3.4 Loss of a qualifying fully performed service's cancellation right concerns that service only. It does not waive rights concerning goods, other unperformed services, defective performance or non-excludable liability. Exceptions for rapidly perishable goods or certain unsealed hygiene goods apply only where the relevant legal conditions are met.

3.5 We must explain the relevant return arrangements and any lawful responsibility for return costs. You must follow reasonable lawful instructions and take the care required by applicable law. A deduction for diminished value or another return-related amount may be made only where legally permitted and must be explained. Contractual support steps cannot shorten a statutory deadline.

4 No rider, interruption and product changes

4.1 If no eligible rider accepts or no suitable rider is available to fulfil the request, we must cancel it and refund the full amount paid. Entry into the rider offer pool does not earn an otherwise unperformed service charge. Customer-caused failed deliveries are assessed separately under sections 5 and 6.

4.2 If a rider cancels, becomes inactive or cannot finish, we may arrange an eligible replacement who accepts the relevant obligations. You must not automatically pay a second delivery fee. If fulfilment is impossible, the unfulfilled request must be refunded in full; any agreed partial continuation must reflect the goods and services actually supplied and applicable rights.

4.3 If an item is unavailable and no permitted replacement is approved or selected within your recorded permission, it must be skipped and its applicable Onwayy product amount refunded. The remainder may continue where appropriate. A catalogue entry or earlier payment does not justify retaining an unsupplied item charge.

4.4 The recorded substitution preference governs. An approved cheaper replacement requires a corresponding reduction in the agreed product charge. Any additional charge for a more expensive replacement requires your express approval before purchase. Silence is not approval where confirmation is required; without it the item must be skipped.

4.5 Agreed Onwayy convenience prices may differ from retailer shelf prices and include the disclosed cost of operating and administering the service. A lower retailer receipt alone does not require automatic price reconciliation. That principle does not reduce a refund owed for an unsupplied item, cheaper approved replacement, invalid charge, cancellation or other legal remedy. No service element included in a convenience price is automatically non-refundable where a refund is required by law.

4.6 A payment or pricing error must be investigated. We must correct a duplicate or unsuccessful charge and must not silently increase a paid order price. A permitted correction needing extra payment requires agreement; otherwise the affected item or order must be cancelled and refunded as appropriate.

5 Verification and failed deliveries

5.1 Where a required digital age check fails or remains inconclusive before order acceptance and fulfilment, the restricted order must not proceed and amounts collected for the cancelled request must be refunded promptly. Unrestricted items may proceed separately only with your agreement through a supported process; the confirmed order and charges must identify what remains authorised.

5.2 A successful digital check does not waive doorstep checks. Restricted goods must be refused if the registered account holder is absent or required age, identity or product-specific verification cannot be completed. They must not be left unattended or given to another adult instead. A failed check does not itself authorise unlimited forfeiture.

5.3 You must be available at the confirmed address and respond to reasonable contact attempts. Ordinary goods may be left only under a permitted suitable safe-place instruction; restricted goods may not. We must assess contact attempts, instructions and evidence before deciding responsibility for a failed delivery.

5.4 The delivery address cannot be changed after placement. Report incorrect details or access problems promptly so avoidable losses can be limited. Rider or platform errors must not automatically be treated as your fault.

5.5 A rider may refuse an unsafe, abusive or unlawful handover and leave immediate danger. We must review the reason and evidence. A genuine refusal does not automatically justify keeping every payment, and an unsupported safety allegation does not defeat a legitimate non-delivery claim.

6 Fair calculation, returns and disposal

6.1 For a failure attributable to you, only charges lawfully due for services properly performed and authorised, non-recoverable costs of products that cannot lawfully or reasonably be returned may be retained. The calculation must account for causation, mitigation, work actually performed, sums saved and goods or money recovered. It must not include an automatic penalty or duplicate charge.

6.2 We must give an itemised explanation distinguishing product cost from service charges and identifying any return or other credit. Product loss must not be charged as though delivered at the full app price merely because that amount was collected; any separate service amount must have its own lawful basis. Total deductions must not exceed the amount lawfully owed.

6.3 Customer deductions and rider payment are separate decisions. Where a rider correctly applies Challenge 25, you fail to present valid accepted photographic identification when required, and the rider refuses handover and follows support instructions to seek lawful return, Onwayy guarantees that rider the full agreed Delivery Fee under the Rider Terms and Conditions. That guarantee, or reimbursement of authorised expenditure, does not automatically make the same amount chargeable to you. Any deduction must satisfy this Policy and applicable law. A separate rider accounting issue must not delay your otherwise due refund.

6.4 You authorise reasonable support-directed attempts to return undeliverable goods to the retailer. Returned goods and recoveries must be recorded. Money recovered after an initial decision must be credited promptly so the same product loss is not recovered twice. Retailer refunds received by a rider must be reconciled under the Rider Terms and Conditions.

6.5 If goods cannot be returned, you authorise reasonable lawful steps to keep them safe while support determines the outcome without unreasonable delay. We must consider lawful alternatives, explain proposed handling where practicable and allow a reasonable response. You authorise disposal of undeliverable restricted goods only if lawful return to the retailer is impossible and continued retention presents an immediate public health and safety risk. Both conditions must be met. A failed check, absence, retailer refusal or inconvenience alone does not authorise disposal.

6.6 Where restricted-goods disposal is authorised under clause 6.5, the rider must follow specific lawful support instructions, use an appropriate product-specific environmental and waste process, and provide proportionate evidence where safe and lawful. We must record the reason, instructions, evidence and financial treatment and inform you promptly. If both conditions are not met, the goods must remain in lawful safe custody pending a lawful resolution. The rider must not appropriate, consume, give away or resell failed restricted goods. Disposal does not automatically remove your refund or other remedy.

6.7 Non-returnability affects a change-of-mind or customer-caused loss calculation; it does not excuse supplying damaged, unsafe, faulty, wrong or spoiled products. Relevant statutory rights remain enforceable against the responsible party.

7 Product problems, non-delivery and evidence

7.1 Report missing, wrong or unauthorised replacement items with the order reference and relevant details. We must investigate and arrange the appropriate refund, replacement or other required remedy. Where a retailer or rider is responsible, we must assist in identifying that party and relevant purchase information without denying Onwayy's own obligations.

7.2 For damaged, faulty or spoiled goods, provide photographs, packaging or other reasonable evidence where available. Do not consume unsafe goods or store them unsafely to preserve evidence. We must consider the nature of the product and reasonable alternative proof; absence of a photograph is not automatically decisive.

7.3 Please report problems within 24 hours where possible, particularly perishables. This is a request to assist investigation, not a cut-off removing statutory rights. Later reports must be assessed fairly on their merits and available evidence.

7.4 If delivery is disputed, we may review communications, status, PIN use, photographs and lawful location evidence. No single record conclusively establishes delivery. You must provide accurate information; we must consider it and provide the remedy due where fulfilment cannot be established or was defective.

7.5 Goods and services must meet applicable legal standards, including reasonable care and skill for qualifying services. The shopping-agency model, ownership wording and retailer origin do not override the duties of the legally responsible party.

8 Payment method, timing and disputes

8.1 Monetary refunds must normally use the original payment method. We must not substitute promotional credit for money owed without a lawful basis and any necessary agreement. If the original method is unavailable, support must arrange a secure appropriate alternative; you must not send full card or banking credentials in an ordinary message.

8.2 We must initiate refunds promptly and meet applicable statutory deadlines. For a valid statutory cancellation, reimbursement must meet the applicable 14-day deadline and any lawful goods-return or evidence exception; other statutory remedies have their own applicable deadlines. Banking processing time does not extend our deadline for taking required action. We must provide available confirmation and investigate an unexplained delay.

8.3 Optional tips are separate from mandatory charges. Contact support about an erroneous tip or one attached to an unfulfilled order. We must assess whether it was paid out and the legal position; payment to a rider does not remove a customer remedy required by law.

8.4 You may raise a lawful card-issuer or payment-provider dispute without first exhausting support. Both parties must provide accurate relevant evidence. You must disclose a related refund so the same amount is not recovered twice; any excess recovery must be reconciled fairly and lawfully.

8.5 To challenge a decision, email support@onwayy.uk with the order number, decision and reasons. We aim to respond to formal complaints within five working days and must explain if further investigation is needed. Neither that target nor an internal review restricts access to a competent court or another legally available dispute process.