Refund & Cancellation Policy

1. Scope

Zippa is a coordination layer, not a retailer: we don't sell the goods being delivered, and we don't hold funds between a recipient and an Organization. This policy covers (a) cancelling a job before it's fulfilled, (b) delivery fees charged to Organizations, and (c) cash-on-delivery (COD) amounts collected on an Organization's behalf. Refunds for the underlying goods themselves are between the Organization and their customer, under the Organization's own policy.

2. Cancelling a job

• A job in DRAFT, READY, or PUBLISHED status can be cancelled by the Organization with no delivery fee charged.
• Once a Delivery Partner has accepted a job (ACCEPTED or PICKED_UP), it can no longer be cancelled — the Delivery Partner has already committed time and, potentially, travel to it.
• A published job can also expire automatically if no Delivery Partner accepts it before its expiry time, at no charge to the Organization.

3. Failed or returned deliveries

A failed job does not automatically reactivate — a new job is required to attempt re-delivery. If a package is returned, the Organization acknowledges the return, at which point any applicable return handling fee is recorded. Whether a delivery fee is refunded, reduced, or retained for a failed attempt depends on where in the delivery it failed and will be reflected transparently in the ledger.

4. Delivery fees

Delivery fees are charged per completed job and recorded as ledger entries. Because the ledger is append-only, a refund is never made by editing or deleting the original charge — it is issued as a new, separate ledger entry that references the original, so the full history remains visible and auditable.

5. Cash-on-delivery (COD)

When a Delivery Partner collects COD on an Organization's behalf, that amount is tracked against the partner's COD liability and paid to the Organization through the regular settlement cycle. COD settlement submissions cannot exceed the partner's current recorded liability. Once a settlement is marked COMPLETED, the record is final and immutable; any correction is made through a new, linked entry rather than altering the original.

6. Delivery Partner earnings

Earnings paid to a Delivery Partner for a completed job are not refundable once settled, except where a completed settlement is later found to be based on a fraudulent or invalid delivery, in which case it will be handled through our dispute process rather than a unilateral reversal.

7. How to request a refund or dispute a charge

Contact us with the job or settlement reference using the details at the bottom of this page. Because every financial movement is recorded as a permanent ledger entry, we can trace the exact history of any charge to resolve disputes.