Cancellation Policy

01Scope & how to cancel

This Cancellation Policy explains when and how you may cancel a shipping service booked through Jetsend, how refunds are issued, and the cases where we may cancel a booking. It is the companion document to §10 of the Terms of Use.

How to cancel

• Open a Support request from the email address used at booking - we cannot identify the booking from a different address.
• Quote the booking ID from your confirmation email.
• Make the request before pickup is initiated for a full-value coupon.
• Requests must reach Support within 15 days of booking.

02Cancellation before pickup

If you cancel before the Carrier has started moving towards the pickup, you are entitled to a coupon for the full booking amount, paid via the original payment method on request.

• Coupon value = transport price + Additional Coverage (if purchased) + any add-ons.
• Coupon is valid for 12 months from issuance and applies to any service on the Site.
• Coupons are not redeemable for cash and may not be combined with other coupons.
• Only one coupon per Shipment.

If you prefer a refund to the original payment method rather than a coupon, indicate this in the cancellation request. Refunds are subject to §6.

03Cancellation during transit

Once the Carrier has collected the parcel, the Operator cannot guarantee interception. Where interception is technically possible we will try, but the User accepts the following:

• The transport price is forfeit.
• Return costs to the original pickup location, or to an address the User specifies, are at the User's expense and billed via the original payment method.
• If interception fails, the parcel continues to the original destination and the booking is fulfilled normally.

04After delivery

Once the parcel has been delivered to the destination address (or its proxy: a parcel shop, locker, or authorised neighbour where the service allows it), the transport service is fully performed and the booking cannot be cancelled.

If the issue is damage, loss or late delivery rather than a wish to cancel, see §9 of the Terms (Claims & coverage) - those routes do not require this policy.

05Right of withdrawal

A consumer (a natural person acting outside their trade, business or profession) has the right to withdraw from a distance contract within 14 days, under Directive 2011/83/EU and the Estonian Law of Obligations Act.

When the right is exhausted.

Under Article 16(a) of the Directive, the right of withdrawal does not apply to services that have been fully performed where the consumer gave prior express consent for the service to begin during the withdrawal period, and acknowledged that the right is lost once the service is fully performed.

Your express consent at booking.

By accepting these Terms at checkout, selecting a pickup date within 14 days, and proceeding with payment, you give that express consent. Once the Carrier has picked up the parcel, the service has begun and the right of withdrawal is exhausted under Art. 16(a). For business users (B2B), the right of withdrawal does not apply at all.

06Refund mechanics

Where the User opts for a refund rather than a coupon, and where the refund is owed by the Operator under this Policy or under §9 of the Terms, the following applies:

Card payments

Refunded to the original card. Settlement typically takes 5 - 10 business days; the exact timing depends on your card issuer.

PayPal

Refunded to the same PayPal account. Settlement typically takes 2 - 14 business days.

Bank transfer

Where the original payment was made by SEPA transfer, refunds are issued by SEPA. Non-EU bank transfers incur a EUR 5 processing fee.

Refunds are processed within 5 business days of the cancellation being accepted. The funds may take longer to appear on your statement depending on the payment provider.

Refunds include VAT on the transport service. Customs duties paid to third-country authorities are not refunded by the Operator - those are the responsibility of the destination tax authority.

07Cancellation by us

The Operator may cancel any booking at any time and without prior notice in the following cases:

• The User appears on the EU "Denied Party" sanctions list published by the European Commission, or on any equivalent national list.
• The destination country, origin country, or transit country becomes subject to sanctions or Carrier-level restrictions that did not apply at the time of booking.
• The User has unpaid balances with the Operator from previous bookings.
• The User breaches these Terms, the Particular Conditions of the chosen Carrier, or applicable law (including shipping prohibited items).
• An event beyond the Operator's reasonable control (war, embargo, civil unrest, natural disaster) makes performance impossible or unlawful.

Where the cancellation is not caused by the User's sanctions status or breach, the Operator refunds the full booking amount via the original payment method. Where the User is sanctioned, funds are held pending compliance with the applicable legal instrument.