Logistics Policy • Refund Standards
Refund & Cancellation Policy
Clear rules governing cancellations, delivery failures, damaged items, and courier compensation.
1. Cancellation Windows & Refund Rates
- Before Courier Acceptance: 100% full refund returned instantly to your original payment method.
- En Route to Pickup: If cancelled after a courier accepts and is traveling to pickup, a flat £3.00 cancellation fee is deducted to compensate the courier for travel time, and the remaining fare is refunded.
- After Pickup: Deliveries cannot be cancelled once the package is in courier possession. The courier will proceed directly to dropoff.
2. Delivery Failures & Unreachable Recipients
If a recipient is unavailable at the dropoff address and cannot be contacted after 10 minutes, the courier will follow sender instructions or safely return the package to pickup location. Return journey costs equal 50% of original fare.
3. Damaged or Lost Goods Claim Process
In the rare event of damage or loss during transit:
- Submit a claim to claims@jardd.co.uk within 48 hours of dispatch.
- Include photos of item damage, proof of purchase/value, and tracking ID.
- Approved claims are paid out within 5 business days up to £1,000 policy limit.
4. Refund Processing Times
All refunds are processed directly back to your original payment card or Apple Pay/Google Pay wallet via our secure payment system. Refunds typically appear in your UK bank account within 3 to 5 business days.