Cancellation & Refund Policy

You may cancel a booking that is awaiting payment. Because no payment has been completed, there is no refund to process.

For an eligible paid delivery that has not yet been assigned to a rider, you can cancel directly through the available customer booking controls.

Where a refund is due, the refund method depends on how you paid. Wallet-funded bookings are credited back to the Drille wallet. Payments made through Paystack are handled through Drille's manual refund process.

Once a rider has been assigned, cancellation is no longer immediate. You must submit a cancellation request for Drille's review. Submitting a request does not guarantee approval.

While the request is pending, pickup of the affected delivery is temporarily blocked. If Drille approves the request, the delivery is cancelled and any applicable refund is arranged. If Drille rejects it, the delivery remains active and the rider may proceed with pickup.

For approved cancellations before pickup, the refundable amount may be reduced by reasonable costs already incurred in providing the service. Any deduction must be explained and disclosed to you; Drille will not apply an undisclosed flat cancellation charge under this policy.

Standard customer-initiated cancellation is not available once the package has been picked up. If a problem arises after collection, contact Drille support promptly so the circumstances and available operational options can be reviewed.

This does not limit remedies you may be entitled to under applicable law, including where a service is not provided as agreed.

A rider may report a package that appears unsafe, prohibited, oversized, overweight or otherwise unsuitable for the booked service. Drille will review the issue before deciding whether the delivery can proceed or must be cancelled.

If a delivery is cancelled following such a review, Drille will assess the refund and disclose any applicable, justified costs, subject to your rights under applicable law. Do not hand over a package while an unresolved package exception prevents pickup.

Drille wallet payments: Eligible refunds are credited to the customer's Drille wallet, in accordance with the booking's payment record.

Paystack payments: Approved refunds are currently handled manually by Drille, typically through a bank transfer to verified payment details. A cancelled delivery does not mean a Paystack refund has automatically been sent.

For manual refunds, Drille aims to complete processing within 3–5 business days after refund approval and receipt of any necessary verified payment details. Bank processing delays or exceptional verification issues may affect when funds become available; if this happens, we will communicate the delay.

A refund is considered completed in Drille's records only after the refund has been processed and recorded. Never share a payment password, PIN, OTP or other security code to receive a refund.

Where an order contains multiple deliveries, cancellation eligibility is assessed for each affected delivery based on its own status. A request concerning one delivery does not automatically cancel every other delivery in the order.

Any applicable refund will be calculated against the affected delivery or deliveries and their payment records, with adjustments disclosed where relevant.

Use the cancellation option available in your customer account where applicable. If you cannot access the option, need to report an issue after pickup, or want clarification about a decision or refund, contact Drille using the official support contact details published on our website.

Provide your delivery number (for example, a reference beginning with DL-), a brief explanation and any relevant supporting information. Do not send sensitive payment credentials.

This policy explains Drille's standard cancellation and refund process. It does not remove or restrict rights or remedies that cannot lawfully be excluded under applicable Nigerian consumer protection law.

Drille may update this policy as its services develop. Any changes will be published on this page, and the terms applicable to an existing booking remain subject to applicable law and any commitments made when the booking was placed.