Cancellation Policy

Last Updated: June 2026

At Muuva, we understand that plans can change. This Cancellation Policy outlines the terms and conditions governing the cancellation of services booked through the Muuva platform, including ride bookings, food delivery, grocery orders, parcel delivery, courier services, and local marketplace transactions.

By using Muuva, you agree to the cancellation terms described in this policy.

1. Purpose of This Policy

The purpose of this Cancellation Policy is to provide transparency regarding:

• When cancellations are permitted.

• Applicable cancellation fees.

• User responsibilities.

• Merchant, driver, and delivery partner obligations.

• Refund eligibility following cancellations.

Cancellation rights may vary depending on the type of service requested.

2. General Cancellation Rules

Users may cancel certain bookings, orders, or service requests through the Muuva Platform.

However, once a service provider has begun processing a request, cancellation options may be limited or cancellation fees may apply.

Muuva reserves the right to determine cancellation eligibility based on the circumstances of each transaction.

3. Ride Booking Cancellations

Customer-Initiated Cancellations

Passengers may cancel a ride request after booking.

A cancellation fee may apply if:

• A driver has already accepted the ride.

• The driver has traveled toward the pickup location.

• The cancellation occurs after a specified grace period.

• Repeated cancellations occur.

The applicable cancellation fee, if any, will be displayed before confirmation whenever possible.

Driver-Initiated Cancellations

Drivers may cancel rides in certain circumstances, including:

• Safety concerns.

• Inability to locate the passenger.

• Incorrect pickup information.

• Vehicle issues.

• Circumstances beyond their control.

If a driver cancels, users generally will not be charged for the ride itself.

4. Food Delivery Order Cancellations

Before Restaurant Acceptance

Customers may generally cancel food orders before the restaurant accepts and begins processing the order.

After Food Preparation Begins

Once a restaurant starts preparing an order:

• Cancellation may not be possible.

• Full charges may apply.

• Refunds may be unavailable.

Food preparation involves costs and resources that cannot typically be recovered once preparation has started.

Restaurant-Initiated Cancellations

Restaurants may cancel orders due to:

• Item unavailability.

• Operational issues.

• Unexpected circumstances.

In such cases, customers may be eligible for a full refund in accordance with the Refund Policy.

5. Grocery & Mart Order Cancellations

Customers may cancel grocery orders before the merchant begins processing or packing the order.

Once order preparation, packing, or dispatch has started:

• Cancellation requests may be denied.

• Partial charges may apply.

• Certain items may become non-cancelable.

Perishable products may have additional cancellation restrictions.

6. Parcel Delivery Cancellations

Before Pickup

Customers may usually cancel parcel deliveries before a delivery partner has collected the package.

After Pickup

Once a parcel has been collected:

• Cancellation may not be possible.

• Delivery charges may remain payable.

• Return delivery fees may apply if the parcel must be returned.

Additional charges may be assessed depending on distance traveled and operational costs incurred.

7. Courier Service Cancellations

Courier requests may be canceled before assignment to a courier partner.

After assignment or dispatch:

• Cancellation fees may apply.

• Refund amounts may be reduced.

• Completed portions of the service may remain chargeable.

8. Local Marketplace Orders

Cancellation rights for products purchased from merchants through Muuva may depend on:

• Merchant policies.

• Product category.

• Applicable consumer protection laws.

Certain items may not be eligible for cancellation, including:

• Customized products.

• Personalized items.

• Perishable goods.

• Special-order merchandise.

Users should review merchant-specific policies before placing orders.

9. Merchant and Vendor Cancellations

Merchants may cancel orders under circumstances including:

• Inventory shortages.

• Product unavailability.

• Technical issues.

• Safety concerns.

• Fraud prevention measures.

Where appropriate, customers may receive refunds or alternative solutions.

Muuva is not responsible for merchant inventory inaccuracies or operational interruptions.

10. Driver and Delivery Partner Cancellations

Drivers and delivery partners may cancel requests for legitimate reasons, including:

• Unsafe conditions.

• Vehicle breakdowns.

• Incorrect customer information.

• Emergency situations.

• Regulatory restrictions.

Repeated unjustified cancellations by service providers may result in platform penalties or account review.

11. Cancellation Fees

Cancellation fees may be charged to compensate service providers for time, travel, preparation, or operational costs already incurred.

Factors affecting cancellation fees may include:

• Time elapsed since booking.

• Distance traveled.

• Service type.

• Preparation status.

• Resource allocation.

Any applicable fees will be determined according to platform policies in effect at the time of cancellation.

12. Refunds After Cancellation

Refund eligibility following a cancellation depends on:

• Service type.

• Cancellation timing.

• Work already completed.

• Applicable fees.

Approved refunds are processed according to Muuva's Refund Policy.

In some cases:

• Full refunds may be available.

• Partial refunds may be available.

• No refunds may apply.

13. Abuse of Cancellation Privileges

Users agree not to misuse the cancellation system.

Examples of misuse include:

• Repeated false bookings.

• Excessive cancellations.

• Fraudulent activity.

• Harassment of drivers or merchants.

• Intentional disruption of services.

Muuva reserves the right to:

• Restrict account functionality.

• Apply penalties.

• Suspend accounts.

• Permanently terminate accounts for abuse.

14. Force Majeure Events

Certain events may affect cancellations and service availability, including:

• Severe weather conditions.

• Natural disasters.

• Government restrictions.

• Public emergencies.

• Network outages.

• Civil disturbances.

• Other events beyond reasonable control.

In such situations, cancellation and refund decisions may be handled on a case-by-case basis.

15. Customer Responsibilities

Customers are responsible for:

• Providing accurate booking information.

• Ensuring pickup and delivery details are correct.

• Being available at designated locations.

• Reviewing order details before confirmation.

• Understanding applicable cancellation conditions.

Failure to provide accurate information may result in cancellation fees or unsuccessful service completion.

16. Muuva's Rights

Muuva reserves the right to:

• Refuse cancellation requests where services have substantially progressed.

• Apply cancellation fees where appropriate.

• Investigate suspicious cancellation activity.

• Modify cancellation procedures to improve service operations.

• Suspend accounts that repeatedly abuse cancellation privileges.

17. Changes to This Cancellation Policy

We may update this Cancellation Policy periodically to reflect changes in services, legal requirements, operational practices, or platform functionality.

Updated versions will be published on the Platform with a revised effective date.

Continued use of Muuva after updates are posted constitutes acceptance of the revised policy.

18. Contact Us

If you have questions regarding cancellations, fees, refunds, or service-related issues, please contact Muuva through our official support channels available within the Platform.

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Muuva
One App. Endless Possibilities.

Food Delivery • Grocery Delivery • Ride Booking • Courier Services • Parcel Delivery • Local Marketplace