Cancellation Policy
Rules for HATTOD booking cancellations, failed deliveries, refunds and related charges.
Effective Date: September 9, 2026
This Policy explains how HATTOD handles customer cancellations, rider-related cancellations, failed deliveries, and related charges. It should be read together with the HATTOD Terms and Conditions.
1. Before rider assignment
A customer may generally cancel before a rider accepts or is assigned without a HATTOD cancellation charge, provided HATTOD has not already incurred an approved non-refundable third-party cost.
2. After rider assignment
If a rider has accepted the booking and has already begun travelling toward the pickup point, a reasonable cancellation or travel-related charge may apply if such charge is part of the currently published HATTOD rate rules.
3. Rider already at pickup
If the rider has already arrived at the pickup point, applicable charges may include a disclosed cancellation fee, waiting fee, or other documented cost already incurred because of the booking.
4. Pabili item already purchased
If a rider has already purchased goods based on the customer’s confirmed instructions, the customer remains responsible for the cost of those goods and any applicable delivery-related charges, subject to merchant return rules and applicable law.
5. Item already picked up or in transit
Once an item has been picked up or is already in transit, cancellation may be restricted. HATTOD will determine whether return-to-sender, re-delivery, or another reasonable resolution is available and whether additional charges apply.
6. HATTOD or rider cancellation
HATTOD may cancel or reassign a booking because of rider unavailability, dangerous weather, road closure, accident, merchant closure, service-area limitation, prohibited items, suspected fraud, incorrect booking information, safety risk, system failure, or other legitimate operational reason.
If HATTOD cancels before a chargeable service or cost has been incurred, an inappropriate service charge should not be collected.
7. No-show or unreachable customer/recipient
If a customer, sender, merchant, or recipient cannot be contacted after reasonable attempts, HATTOD may treat the delivery as failed and may apply reasonable waiting, return, or re-delivery charges under its published rates.
8. Refund review
Refund requests may require the booking number, receipt, screenshots, photos, transaction records, merchant confirmation, or other relevant evidence. Approved refunds will be processed through an available or mutually agreed payment method where practical.
9. Fraud and abuse
Repeated fake bookings, abusive cancellations, intentional no-shows, or attempts to avoid legitimate charges may result in account restriction or refusal of future service.
10. Consumer rights
Nothing in this Policy limits rights and remedies that cannot be waived under applicable Philippine consumer or electronic-commerce law.
Policy version: 1.0 • Effective: September 9, 2026