Cancellation Policy

Senders

The Sender should make all reasonable efforts to contact the Driver to assist in a successful Delivery.  If a Sender needs or wants to cancel a Delivery, they must cancel the Delivery in our platform as soon as possible. Prompt cancellation will notify the Driver and enable the Driver to accept other Deliveries from other Senders.

 The Sender will receive their money back from escrow and without penalty where:

  • The Sender or Driver cancels a booking within 15 minutes of a booking being accepted
  • The Sender cancels a booking before the Driver is en-route to pick up the Lonely Stuff
  • There has been a mutual cancellation agreed between the Sender and Driver
  • The Driver has cancelled a booking or the Driver is a No-Show.

The Sender will forfeit 50% of the Delivery Fee if the Sender:

  • Cancels 15 minutes after a booking is accepted and prior to 15 minutes of the Delivery drop off time.

The Sender will forfeit 100% of the Delivery Fee if the Sender:

  • Cancels 15 minutes or less prior to the Delivery time for drop off
  • Is considered a No-Show.

A Sender will be considered a No-Show if:

  • The Sender is not present at drop off point at the Delivery time when the Driver arrives (up to 10mins) and  no one is available to receive the items (where applicable). If either a Sender Cancellation or No-Show occurs, a $10 cancellation fee is automatically charged to the Sender’s account. A Sender will not be charged a cancellation fee if they cancel a Delivery due to a Driver’s No-Show, or Cancellation or if they cannot contact a Driver after 15mins of the expected arrival time.

 

Drivers

The Driver should make all reasonable efforts to contact the Sender to assist in a successful Delivery.  If a Driver needs or wants to cancel a Delivery, they must cancel the Delivery in our platform as soon as possible. Prompt cancellation will notify the Sender and enable the Sender to accept other Lonelyseats to Deliver their Lonelystuff.

The Driver will not receive a penalty for a cancelled Delivery Booking where:

  • The Driver or Sender cancels a booking within 15 minutes of a booking being accepted
  • The Sender is a No-Show. In more detail, if no one is available when the Driver arrives to pick up or Deliver the Senders Stuff, unless otherwise arranged, the Driver will notify the Sender and if possible, will wait up to a maximum of 10 minutes. If the pick up or Delivery is not completed as a result, the full fare will be charged and the Driver should make every effort to contact the Sender, who is a No-Show, before leaving the item in a discreet, safe and dry place before departing. For further details, see our Legal Stuff page.
  • There has been a mutual cancellation agreed between the Sender and Driver
  • A Sender cancels the Delivery before the Driver is en-route to pick up the Lonely Stuff (after 15 mins of acceptance).
  • A Driver cannot accept the Delivery due to restrictions in our T&C or other restrictions under applicable law.

The Driver will receive 100% of the Delivery Fee where the Sender:

  • Cancels within 15 minutes of the Delivery drop off time
  • Is considered a No-Show.

The Driver will receive 50% of the Delivery Fee where:

  • The Sender cancels after 15 minutes but before pick up time +30 mins. As per our terms and conditions, half of the money in escrow will be processed and sent back to the Driver unless there has been a mutual cancellation agreed between the Driver and Sender or unless the Driver has canceled.

The Driver will forfeit 100% of the Delivery Fee where the Driver:

  • Cancels after 15 minutes of the Delivery booking being accepted
  • Is considered a No-Show

The Driver will be considered a No-Show if:

  • The Driver is not present at the drop off point up to 10 minutes after the Delivery Time.
  • If the Driver doesn't arrive on time with the Senders stuff, the Sender will notify the Driver and if possible, will wait up to a maximum of 10 minutes. If the delivery is not completed as a result, the Driver will be considered a No-Show and the full amount in escrow will go back to the Sender. For further details, see our Legal Stuff page
  • A Driver will be considered a No-Show if the Driver is not present at the drop off point at least 15 mins after the expected arrival time. . If either a Driver Cancellation or No-Show occurs, a $10 cancellation fee is automatically charged to the Driver’s account. A Driver will not be charged a cancellation fee if they cancel a Delivery due to the Sender's No-Show, or Cancellation or if they cannot contact the Sender after 10mins of the expected arrival time.

Mutual Cancellations

What happens when there is a mutual cancellation?

  • It is considered a mutual cancellation when both the Sender and Driver both agree to cancel the Delivery as a ‘mutual cancellation’. The Driver and Sender can mutually cancel at any time.

Too Many Cancellations and No-Shows lead to Lonelyseat suspending, deactivating or terminating your account

  • Lonelyseat has the discretion to suspend your account at any time but Lonelyseat will suspend an account upon their 3rd Cancellation and/or No-Show. This may include mutual cancellations. Lonelyseat may deactivate your account at any time at their sole discretion.