DropYou Cancellation Policy

1. Customer Cancellations

We understand that plans can change. DropYou allows users to cancel bookings, but certain charges may apply depending on the timing of the cancellation and the type of service requested.
Cancellations must be submitted through the DropYou app or website by navigating to the job and selecting ‘Cancel’.
This policy applies to all bookings unless bespoke terms have been agreed in writing.

1.1 Same-Day or A-to-B Deliveries (Cars to Luton Vans)

• Within 15 minutes of booking: Free cancellation
• Before driver acceptance: Free cancellation and full refund
• After driver acceptance:
• More than 2 hours before collection: Free cancellation
• 1–2 hours before collection: 25% charge
• 30–60 minutes before collection: 50% charge
• Under 30 minutes before collection and driver has arrived: 100% charge
• If driver is over 1 hour late: Free cancellation allowed

1.2 Half-Day / Full-Day Hire (Driver & Vehicle)

• Within 15 minutes of booking: Free cancellation
• More than 24 hours before collection: Free cancellation
• 12–24 hours before collection: 25% charge
• 2–12 hours before collection: 50% charge
• Under 2 hours before collection: 75% charge

1.3 Large Vehicle Bookings (7.5T and above)

• More than 24 hours before collection: Free cancellation
• 12–24 hours before collection: 50% charge
• 3–12 hours before collection: 75% charge
• Under 3 hours before collection: 50% charge
• Under 2 hours before collection: 100% charge

2. Driver Cancellations

2.1 Platform Expectations

Drivers are not obligated to accept Job Requests. However, accepting a job signifies a commitment to complete it. DropYou monitors cancellation behaviour and reserves the right to restrict access for misuse, such as:

• Accepting multiple jobs and cancelling before scheduled pickup ("job hoarding").
• Repeated late cancellations without valid reason.

This behaviour breaches our Driver Terms & Conditions and Fair Use Policy.

2.2 Cancelling a Job as a Driver

If a driver is unable to complete a job due to unforeseen circumstances, they must cancel via the DropYou app as soon as possible. Repeated failure to do so may result in investigation and potential account suspension. DropYou strives to maintain a reliable service experience and will take action against any misuse that negatively impacts customers or the platform's reputation.

3. Disputes and Complaints

If you believe a cancellation charge has been incorrectly applied, please contact us via our Help Centre or email us at support@dropyou.co.uk. Disputes will be handled under our [Complaints & Claims Procedure].