Refund & Cancellation Policy
How to cancel a delivery or trip, request a refund and get help when something goes wrong.
Last updated: 28 October 2026
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1. About this policy
This policy explains how SabiPick handles cancellations, refunds and problems with deliveries or Pick me up trips. It applies to customers and pickers using SabiPick.
Our trusted pickers work with SabiPick to collect and deliver your packages with care. If you have a concern about your delivery, contact SabiPick support so we can help.
If something goes wrong, contact us with your job ID. We look at the job records, payments and what both sides tell us before deciding what should happen. Neither the customer nor the picker is automatically assumed to be at fault.
2. Cancelling before a delivery starts
If you have paid and the delivery has not started or been initiated, you are entitled to request a refund. Tell the picker and contact support as soon as you know you no longer need the job.
Support will check the payment and what had happened by the time you asked to cancel. If there is a disagreement about whether the delivery had started, an admin will check the available records rather than relying only on one person's statement.
A cancellation message does not automatically stop the job or send money back. Use the cancellation option where available, or ask support to help.
3. Cancelling after a delivery or trip starts
Once the delivery or trip starts, a Cancel delivery or Cancel trip option is available in the job chat. Either the customer or picker can submit a request and explain the reason. If you cannot access the option, contact support with the job ID.
An admin will review why the cancellation was requested, when the delivery or trip started, how many minutes or hours passed before the request, and how much of the agreed work was completed. Both sides can explain what happened and provide evidence.
Starting a job does not automatically mean there can be no refund. The outcome depends on the circumstances, the work completed, any reasonable costs supported by evidence and the rights of both parties.
We will explain the decision and any payment steps that follow. Submitting a request is not confirmation that cancellation or a refund has been approved.
4. Pick me up passenger trips
If you need to cancel a passenger trip before it starts, tell the picker and contact support promptly. Include the pickup details and whether the picker had already travelled to meet you or arrived.
For a trip that ends early, explain where it ended, how far the journey had progressed and why it could not continue. Support will review any refund or payment adjustment using the same fair-review process described above.
There is no automatic waiting-time fee or flat cancellation charge set by this policy. Any charge must have a clear, lawful basis and must be explained; it cannot simply be added because one party asks for it.
5. Picker cancellations, delays and failed collections
A picker who cannot carry out a job should tell the customer and support as soon as possible. A customer should do the same if they cannot be reached or the package is not ready.
If a collection or trip fails because someone does not arrive, cannot be contacted or cannot complete the agreed work, support will review the messages, timing, attempts to make contact and any work already done.
A delay or failed collection does not automatically settle who is responsible. If a paid service was not provided, support will check what refund or other resolution is appropriate. Any change to the booking needs the customer's agreement.
6. Unpaid requests and payment problems
If no payment was collected, there is no collected payment to refund. Accepting a proposed fee is not the same as paying it. Tell the picker and support if you no longer need an unpaid request.
If your bank debits you but the job still shows unpaid, contact support before paying again. Send the job ID, amount, transaction date and payment reference. A screenshot can help us investigate, but it does not by itself confirm final payment status.
For a possible duplicate charge, send both payment references. Support will check whether there were two successful payments or whether one transaction is pending or has been reversed.
7. Damaged, missing or disputed deliveries
If something is wrong when the package arrives, report it instead of confirming that everything is fine. If you discover the problem later, contact support and explain what you found.
Send your job ID, a description of the problem, clear photos where available, and receipts or other evidence of the item's value. Keep the packaging and relevant messages while the issue is being reviewed.
The person responsible for loss or damage may be required to put it right, depending on the evidence, circumstances and applicable law. A report alone does not establish fault or a compensation amount. SabiPick will also remain responsible for any obligations it has under the law.
Do not assume that every package has insurance cover or that every claim will lead to the same payment. Support will explain the outcome based on the particular case.
8. Refund amounts and charges
The refund decision takes account of the payment received, what service was provided, the reason for cancellation and any costs that can fairly and lawfully be taken into account.
This policy does not impose a fixed cancellation fee or automatically treat payment-processing charges as non-refundable. Any proposed deduction must have a proper basis and be explained, including how it was calculated.
Where the law requires a full refund without a charge, that requirement applies. Neither a picker nor a customer can decide a disputed refund amount for the other party without review.
9. How refunds are processed
A refund request, an approved refund and a refund that has been sent are different stages. Support will explain the outcome and the next steps. Keep the support conversation and any refund reference for follow-up.
Where a refund is approved, support will confirm the amount and payment route. We may need to verify payment ownership and the details needed to return the money. We will never ask for your bank PIN, password, card security code or one-time payment code.
Bank and payment-provider processing can affect when the money appears. We do not promise a fixed bank-credit time. If a refund has been sent but has not arrived, contact support with the refund reference so it can be checked.
10. How to contact support
Open the relevant job conversation and use the support option in your account. You can also email info@sabipick.com or call/WhatsApp 07014212216.
Include your job ID, the reason for your request, the current job status and any payment reference. Explain what outcome you are asking for and send relevant evidence through a private support channel.
Please report problems promptly so we can check the records and speak to the people involved. This policy does not create a short claim deadline that automatically removes your rights.
11. If you disagree with a decision
Reply with the job ID, the decision you disagree with and why you believe it is wrong. Include any new evidence and ask for an admin review.
We will consider the information from both sides and explain the outcome. This policy does not remove rights or remedies available under applicable Nigerian law.
12. Changes and contact details
We may update this policy as the service changes. We will show the new updated date. Changes do not retrospectively remove rights arising from an earlier booking.
SabiPick is operated by SABIPICK LOGISTICS SERVICES in Akure, Ondo State, Nigeria. Email info@sabipick.com or call/WhatsApp 07014212216.
Need help with a cancellation?
Contact info@sabipick.com or call/WhatsApp 07014212216.