This Cancellation Policy outlines the procedures and conditions under which delivery requests may be cancelled on the thuma. platform.

1. Customer-Initiated Cancellations

Customers may cancel a delivery request via the app or WhatsApp chatbot before it is accepted by a courier. Once accepted and a courier is en route, cancellations are strongly discouraged. Frequent last-minute cancellations may result in account review or restrictions.

2. Courier-Initiated Cancellations

Couriers may cancel a delivery only in unavoidable circumstances (e.g. breakdown, personal emergency). Unjustified cancellations after accepting a delivery may lead to wallet deductions or temporary suspension from receiving requests.

3. Cancellation Charges

Since thuma. does not process online payments for deliveries, no monetary cancellation charges are levied on customers. However, consistent misuse of the platform may result in limited access.

For couriers, multiple cancellations after accepting jobs may trigger:

• Temporary hold on receiving new requests.
• Service fee deductions for late cancellations (at thuma.'s discretion).
• Wallet lock or account suspension in case of repeated offenses.

4. Auto-Cancellation

In the event that a delivery request is not accepted within a reasonable time frame, it may be automatically cancelled. Customers may re-submit the request or try again later.

5. WhatsApp Chatbot Cancellations

Delivery requests made via the thuma. WhatsApp chatbot may be cancelled using provided buttons or menu options—provided the request has not yet been accepted by a courier.

6. Abuse of Cancellation

thuma. reserves the right to monitor cancellation behavior. Users found to be abusing the system, either as a customer or courier, may face temporary or permanent suspension from the platform.

7. Policy Updates

We may revise this Cancellation Policy from time to time. Changes will be published on our website and may also be shared via our app or WhatsApp chatbot.

8. Contact Us