1. Cancellation by Customer

Customers may cancel a booking at any time. However, the amount eligible for refund depends on the timing of the cancellation relative to the scheduled collection window. For flexible delivery bookings, the cancellation window begins at the start of the agreed collection window, not the precise collection time.

The policy is as follows:

• Cancellation within 24 hours of the collection window start:
  • No refund will be issued.
• Cancellation within 48 hours of the collection window start:
  • A 50% refund will be issued.
• Cancellation more than 48 hours before the collection window start:
  • A full refund will be issued, minus any processing fees.

2. Requesting Booking Changes

If a customer requests a change in collection or delivery time, this will be treated as a cancellation and rebooking, unless Rowm agrees to accommodate the change without operational impact.

• Standard cancellation terms will apply.
• Any new booking will be subject to availability and may reflect current pricing.

3. Cancellation by Rowm

Rowm reserves the right to cancel any booking at its sole discretion. This may include, but is not limited to:

• Operational constraints
• Safety concerns
• Incomplete or inaccurate information from the customer

If Rowm cancels due to its own fault:

• A full refund will be issued.

If Rowm cancels due to customer-related issues: