Failed delivery
If a delivery cannot be completed due to a CarryOn or driver error, a refund may be issued for the delivery fee.
Refund policyFair refunds,
Fair refunds,
clear process.
This page explains how refunds work for CarryOn deliveries, including when refunds may apply, how to request one, and what to expect.
Last updated May 22, 2026
When a refund may apply.
CarryOn aims to complete every delivery safely and on time. If something goes wrong, we review the situation and determine whether a full or partial refund is appropriate based on the circumstances.
Refund eligibility depends on the nature of the issue, the booking details, the item type, and the information available at the time of the request.
Damaged items
If an item is damaged during transit and reported with supporting evidence, we will review the claim and may issue a refund or compensation.
Duplicate or incorrect charges
If you are charged twice or billed incorrectly, contact support and the error will be corrected.
How to request
Requesting a refund is straightforward.
To request a refund, contact our support team through the app, email, or phone with your booking reference, a description of the issue, and any supporting photos or documents.
Refund requests should be made within 7 days of the delivery date. We aim to review and respond to all refund requests within 3 to 5 business days.
Processing time
Approved refunds are processed within 5 to 10 business days depending on your payment method and bank.
Cancellation refunds
Bookings cancelled before a driver is assigned are fully refundable. Cancellations after driver assignment may incur a partial fee.
Non-refundable situations
Refunds may not apply if the issue was caused by incorrect details provided by the customer, recipient unavailability, or prohibited items.