Effective Date: May 1, 2025

This Cancellation Policy explains how Orders placed through the Fastwaka Platform (User App, Vendor App, Rider App, Fastwaka.com) operated by Fastwaka Enterprise can be cancelled by Users, Vendors, or Fastwaka itself.

Please read this policy in conjunction with our Terms and Conditions and Refund Policy.

1. User Cancellations

Users may request to cancel an Order placed through the User App, subject to the following conditions:

Before Vendor Acceptance: You can typically cancel your Order free of charge directly within the User App if the Vendor has not yet accepted it. Check the Order status screen for a cancellation option.
After Vendor Acceptance / Before Rider Pickup: If the Vendor has accepted the Order but has not yet handed it over to a Rider (or it's not ready for takeaway), cancellation might still be possible via the App or by contacting Customer Support immediately. However, if the Vendor has already started preparing your Order (especially for food items), a cancellation fee may apply, or cancellation might not be permitted. This is determined on a case-by-case basis.
After Rider Pickup / Out for Delivery: Once a Rider has picked up the Order or the item is marked as ready for takeaway, cancellation by the User is generally not possible. If you are unavailable to receive the delivery, it may be considered a failed delivery attempt, and you may still be charged (refer to Terms and Conditions).
Parcel Services: Cancellation policies for parcel bookings may differ. Generally, cancellation may be possible before a Rider accepts the booking or picks up the parcel, potentially subject to a fee. Once the parcel is en route, cancellation is typically not allowed.

Cancellation options and any applicable fees will be indicated within the User App where possible.

2. Vendor Cancellations

Vendors may need to cancel an Order after accepting it under certain circumstances, such as:

An ordered item is unexpectedly out of stock or unavailable.
The Vendor is unable to fulfill the Order due to unforeseen operational issues (e.g., equipment failure, emergency closure).
Issues verifying the Order or suspecting fraudulent activity.

If a Vendor cancels your Order, you will be notified via the Platform, and you will typically receive a full refund for any amount already paid for that Order. Fastwaka monitors Vendor cancellations to ensure service quality.

3. Rider Cancellations / Non-Assignment

In some cases, an Order might be cancelled if:

No Riders are available in the area to accept the delivery request within a reasonable timeframe.
A Rider accepts the delivery but is subsequently unable to complete it due to unforeseen circumstances (e.g., vehicle breakdown, emergency).

If your Order is cancelled due to Rider unavailability or issues after pickup, you will be notified, and a full refund for any amount paid will typically be processed.

4. Cancellations by Fastwaka

Fastwaka reserves the right to cancel Orders in certain situations, including but not limited to:

Suspected fraudulent activity associated with the User account or payment method.
Abuse of the Platform, promotions, or violation of the Terms and Conditions.
Technical errors preventing order fulfillment.
Situations requiring cancellation for safety or legal compliance reasons.

If Fastwaka cancels your Order, you will be notified, and if applicable, a refund will be processed according to the circumstances.

5. Cancellation Fees

As mentioned in Section 1, cancellation fees may apply if a User cancels an Order after a Vendor has started preparation or after a Rider has been assigned and is en route, depending on the specific circumstances and timing. Any applicable fees will be communicated at the time of cancellation where possible.

6. Refunds for Cancellations

If an Order for which you have already made a non-COD payment is cancelled by the Vendor, Rider (due to unavailability), or Fastwaka, you will generally receive a full refund. The refund process and timeline are outlined in our Refund Policy.

If a User cancels an Order where a cancellation fee applies, the refund amount will be processed less the applicable fee.

7. Contact Us

If you need assistance with cancelling an order or have questions about this Cancellation Policy, please contact Fastwaka Customer Support through the App or email us at fastwaka@fastwaka.com.