Draft - this document is under review and not yet legally binding.
Legal
Refund & Cancellation Policy
- Last updated
- July 2026
This policy explains when you can cancel an order, when a refund applies, and how refunds are processed. FetchExpress is an on-demand delivery and errand service operated by Gap Linker, Inc. When you place an order, you pay FetchExpress for a delivery service. This is a working draft, provided for review only, and it is not yet legally binding.
Who we are
FetchExpress, operated by Gap Linker, Inc., is an on-demand delivery and errand platform. We connect you with independent riders who belong to local hubs so they can buy, fetch, and deliver on your behalf.
The payment you make covers the delivery service and, for buy-for-me (pabili) orders, the cost of the goods your rider purchases for you.
Cancelling an order
You can cancel free of charge while your order is still posted and before a rider has been assigned or dispatched.
Once a rider has been dispatched or has started purchasing on your behalf, a cancellation may be partially refundable or non-refundable. This covers goods already bought for you and the effort already spent on your order.
The amount that can be refunded depends on the order status at the time you cancel:
- Posted, no rider yet: full refund of any online payment.
- Rider selected, not yet started: full refund of any online payment.
- Rider dispatched or purchasing on your behalf: the delivery fee and any goods already bought may be non-refundable.
- Picked up or in transit: generally non-refundable, since the goods and the trip are already committed.
- Delivered: non-refundable, except for missing or undelivered items as described below.
Refunds for online payments
If you paid online and your order is cancelled before it is fulfilled, we refund the eligible amount to your original payment method through our payment processor, Xendit.
Refunds are typically completed within a few business days. The exact timing depends on your bank or e-wallet provider.
Cash on delivery
For cash on delivery orders, no online payment is taken, so there is nothing for us to refund online.
If a dispute arises over cash, it is settled between you and the rider, and FetchExpress support can help mediate. Contact support with your order reference and we will look into it.
Missing or undelivered items
We track your order per item. If an item you ordered is missing or was not delivered, you are refunded for that item. Every item, or it is free.
For online payments, the refund for undelivered items is returned to your original payment method through Xendit.
What is not refundable
The following are generally not eligible for a refund:
- Completed deliveries where every ordered item was received.
- Goods already purchased on your behalf for a buy-for-me order.
- Customer no-shows, where the rider arrives but you are not available to receive the order.
How to request a refund
To request a cancellation or refund, contact support and include your order reference so we can locate it quickly. We will review your request against the order status and this policy.