Refund & Cancellation Policy

1.1You pay for every order in full, upfront, by card, before Drevo reviews it. The price shown at checkout includes VAT.

1.2Every order is reviewed by a member of Drevo staff before it is offered to couriers. While it is being reviewed, your order shows as “pending review”.

2.1If we decline (“bounce”) or cancel your order at the review stage — for example because it involves items we cannot carry, or a route we cannot serve — you get an automatic full refund to the card you paid with. You do not need to ask for it.

3.1While no courier has accepted your order — whether it is still in review or waiting in the courier pool — 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 a courier has accepted your order but before they collect your parcels, you can still cancel from the dashboard. A flat cancellation fee applies: £5, or £10 if the courier is already on their way (confirmed by GPS). Half of the fee is paid to the courier as compensation for their time. The fee is deducted from your refund — the remainder is refunded automatically to your original card, and the applicable fee is shown on the confirmation screen before you confirm.

3.3Once the courier has collected your parcels, the delivery is in progress and can no longer be cancelled from the dashboard. Contact Drevo support at hello@drevo.co.uk and we will help.

4.1If you pay to boost an unfilled order and the boost fails to apply for any reason, 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.

7.1If a parcel is damaged or lost, that is handled as a claim under the parcel liability section of our Terms of Service, not under this policy. Email hello@drevo.co.uk within 48 hours of delivery (or scheduled delivery) with your order reference and photos, and we will investigate. Compensation is subject to the per-parcel limit of £50 unless a higher declared value was agreed in writing before pickup.

8.1Questions about a refund or cancellation: email hello@drevo.co.uk with your order reference, or use the message thread on your order in the dashboard.