Consumer Protection
Terms of Service & Cancellation Fee Policy
Effective Date: 14 April 2026 · Jurisdiction: United Kingdom
These terms govern the ordering, delivery, and cancellation of services provided through OnDrive UK, operating in compliance with the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.
Statutory Cancellation Fee Schedule
Transparent fees determined by order lifecycle progression.
| Cancellation Stage | Applicable Cancellation Fee | Condition & Refund Policy |
|---|---|---|
| Stage 1: Before Driver Assignment | £0.00 (Full Refund) | If canceled before a merchant begins preparation or a driver is matched, 100% of the payment is immediately refunded. |
| Stage 2: After Assignment, Before Kitchen Dispatch | £1.50 – £3.00 | Compensates the matched courier for transit time toward the merchant if food preparation has not yet completed. |
| Stage 3: After Dispatch, Before Driver Pickup | £3.00 – £5.00 | Applies when courier has arrived at the restaurant and food preparation has already concluded. |
| Stage 4: After Driver Pickup & Transit | Full Delivery Fee + Cost of Perishable Items | Because prepared food cannot be restocked or reused under UK food safety standards, non-perishable fees and courier delivery costs are retained. |
All cancellation refunds are processed back to the original method of payment in accordance with standard UK banking clearance timelines (typically 3–5 business days).
In the event of restaurant cancellation due to stock unavailability or extreme weather events, consumers receive an immediate 100% full refund with zero fees deducted.