Drovo policy center
Refund Policy
How cancellation timing, missing items, delivery issues, and payment adjustments are reviewed.
Pre-launch policy framework. Counsel must adapt and approve this document for each operating jurisdiction.
Before acceptance
Eligible unassigned orders can be cancelled through the application. Captured funds require the applicable refund workflow.
After fulfillment begins
Outcomes depend on merchant preparation, driver assignment, pickup, evidence, and who caused the failure.
Destinations
Approved refunds may return to the original payment method or, when the customer explicitly chooses it, to Drovo wallet credit.
Timing
Original-method settlement timing is controlled by the payment provider and the customer's financial institution.