Cancellation Policy - VuKart

Last Updated: July 30, 2025

Table of Contents

1. Introduction
2. Cancellation Eligibility
3. Cancellation Process
4. Service-Specific Cancellation Guidelines
5. Non-Cancelable Circumstances
6. Provider Cancellation Responsibilities
7. Fees and Refunds
8. Changes to This Cancellation Policy
9. Contact Us

1. Introduction

VuKart ("we," "us," or "VuKart") provides a multi-service platform for taxi services, food delivery, parcel delivery, e-commerce, and other services (the "Platform"). This Cancellation Policy outlines the conditions under which users ("Users") and service providers ("Providers") such as drivers, restaurants, or merchants can cancel orders or services. It complements our Terms and Conditions (https://www.vanuatu-kart.com/pages/terms) and Refund Policy (https://www.vanuatu-kart.com/pages/refund).

2. Cancellation Eligibility

Cancellations are permitted under the following conditions, subject to VuKart’s review:

• User Cancellations: Users may cancel orders before the Provider begins fulfilling the service (e.g., before a driver starts a trip, a restaurant prepares food, or a parcel is dispatched).
• Provider Cancellations: Providers may cancel if they are unable to fulfill the service due to unforeseen circumstances (e.g., vehicle breakdown, inventory shortages).
• Platform Errors: Cancellations due to technical issues (e.g., incorrect pricing, app glitches) are eligible for review.

3. Cancellation Process

To cancel an order:

1. Initiate Cancellation:
   • Use the “Cancel Order” option in the VuKart app, available in the order details section.
   • Alternatively, contact support at contact@vanuatu-kart.com within the allowable timeframe (see Section 4).
2. Provide Details:
   • Include the order ID and reason for cancellation.
   • For disputes, provide evidence (e.g., screenshots of app errors).
3. Review:
   • VuKart reviews cancellation requests within 3 business days, in collaboration with the Provider if applicable.
   • You will be notified via email or in-app notification of the cancellation outcome.

4. Service-Specific Cancellation Guidelines

Taxi Services

• User Cancellations:
  • Cancel before the driver accepts or starts the trip: No charge.
  • Cancel after the driver starts the trip: May incur a cancellation fee, as shown in the app.
• Provider Cancellations:
  • Drivers may cancel due to emergencies (e.g., vehicle issues). Users will be notified and reassigned to another driver if available.
• Timeframe: Requests must be submitted within 24 hours of the trip.

Food Delivery

• User Cancellations:
  • Cancel before the restaurant accepts the order: No charge.
  • Cancel after acceptance but before preparation begins: No charge, subject to restaurant confirmation.
  • Cancel after preparation starts: May incur a partial fee, depending on the restaurant’s policy.
• Provider Cancellations:
  • Restaurants may cancel due to inventory issues or operational constraints. Users will receive a full refund.
• Timeframe: Requests must be submitted within 24 hours of order placement.

Parcel Delivery

• User Cancellations:
  • Cancel before the parcel is dispatched: No charge.
  • Cancel after dispatch: Subject to courier’s policy, may incur fees.
• Provider Cancellations:
  • Couriers may cancel due to logistical issues. Users will receive a full refund.
• Timeframe: Requests must be submitted within 48 hours of order placement.

E-Commerce

• User Cancellations:
  • Cancel before the merchant ships the product: No charge.
  • Cancel after shipping: Subject to merchant’s return policy (see Refund Policy).
• Provider Cancellations:
  • Merchants may cancel due to stock unavailability. Users will receive a full refund.
• Timeframe: Requests must be submitted within 7 days of order placement.

5. Non-Cancelable Circumstances

Cancellations are not permitted for:

• Completed services (e.g., completed taxi ride, delivered food consumed).
• Orders outside the specified timeframes.
• User errors (e.g., incorrect order details) unless approved by VuKart.
• Promotional or discounted orders, unless permitted by the Provider.

6. Provider Cancellation Responsibilities

Providers must:

• Notify Users promptly via the Platform if canceling an order.
• Provide valid reasons for cancellation (e.g., stock issues, vehicle failure).
• Cooperate with VuKart to process refunds, if applicable.
  VuKart may deduct cancellation-related costs from Provider payouts if the Provider is at fault.

7. Fees and Refunds

• Cancellation fees, if applicable, are displayed in the app at the time of cancellation.
• Eligible cancellations may qualify for refunds per our Refund Policy (https://www.vanuatu-kart.com/pages/refund).
• Refunds are processed to the original payment method within 7-14 business days.

8. Changes to This Cancellation Policy

We may update this policy to reflect legal or operational changes. Updates will be posted at https://www.vanuatu-kart.com/pages/cancel/terms, and significant changes will be communicated via the Platform or email.

9. Contact Us

For cancellation requests or questions, contact:

• Email: contact@vanuatu-kart.com
• Address: VuKart, Port Vila, Vanuatu
  We aim to respond within 3 business days.