Cancellation and Refund Policy
Version 2026-10-09-v1 · October 9, 2026
Payment testing: Stripe Sandbox. Payment and refund testing moves no real money.
This policy is presented before new checkout payments and applies only when its acceptance is recorded for that payment. Your booked route start is the driver's route departure time, which can be earlier than pickup.
- Request cancellation using your private booking page or email quote@jemvaro.com. A request needs JEMVARO confirmation; it is not an immediate dispatch instruction.
- Before the driver departs: request at least 2 hours before the booked route start for a full refund. With less than 2 hours remaining, JEMVARO may retain a reasonable cancellation charge up to $25, capped at the amount paid.
- After driver departure and before pickup: documented travel at $0.76 per mile and time at $25 per hour may be retained, capped at the amount paid. This replaces the late cancellation charge; the two are not added together.
- After pickup: JEMVARO reviews documented work already performed using the same travel and time rates, capped at the amount paid. Contact JEMVARO to agree a safe return or revised delivery. Any additional return service requires a separate quote and your agreement; it is not automatically charged.
- If JEMVARO cancels before pickup, you receive a full refund. Existing payments without recorded acceptance of this policy are not subject to these new charges.
- Refunds go to the original payment method after review. Stripe may report a refund as pending or failed; bank posting time varies. Sandbox payments and refunds move no real money.
Requesting help
Use the private booking link in your booking email, or contact quote@jemvaro.com with your JR reference. Keep private booking links confidential.
For a request after pickup, tell JEMVARO where the goods should be safely handed over. A cancellation request does not authorize an unagreed additional return charge.