Last updated: 11 September 2026
This Cancellation Policy explains who can cancel an order, a parcel or a ride on SuriGO, up to which moment, what happens to the money, and when SuriGO or the system cancels something for you. It works together with our Refund Policy and our Payment Terms.
Every order moves through a set of stages, and the stage it is in decides what can still be done with it:
You can follow the stage of your order live in the app.
You can cancel an order from the app while it is Pending or Preparing. The Cancel button is shown when cancelling is still possible.
Once the order reaches Ready, you can no longer cancel it, and the same goes for an order that is already on the way or delivered. At that point the store has spent the ingredients and the labour, or the goods have left the shelf. If something is genuinely wrong at that stage, do not try to cancel: contact us and we will treat it as a refund case instead. See the Refund Policy.
We will always ask you for a reason. We record the reason for every cancellation, and we can tell you what it was if you ask.
A ride can be cancelled from the app at any point before the trip is completed, by you or by the driver who accepted it. Nobody can cancel a trip that is already finished.
Being fair about it: a driver who has already driven to your pickup point has spent time and fuel. Cancel as early as you can, and if you no longer need the ride, tell the driver through the chat.
A ride you scheduled for a later time can be cancelled in the same way, at any point before it starts.
If you paid the fare from your wallet balance when you booked, cancelling opens a refund request for it. If you chose to pay cash, nothing was charged.
A SendIt parcel can be cancelled from the app while it is still Pending or Preparing. Once it is marked Ready, or a courier already has it, the app will not let you cancel: contact us if you need the delivery stopped or the parcel returned, and we will do what we can, though we cannot promise it.
A store can cancel an order it has accepted, and it must give a reason. This normally happens when an item turns out to be out of stock, when the store is closing, or when the order cannot be prepared as requested.
SuriGO may cancel an order or a ride when:
We record the reason for every cancellation, and we can tell you what it was if you ask. If you had paid, a refund request is opened for the full amount we hold.
Some cancellations are done by the system so that you are not left waiting:
An offer that a courier or driver does not answer in time simply moves on to the next one nearby. That is not a cancellation, and your order stays as it is.
The full detail, including how long a review takes and what is not refunded, is in the Refund Policy.
SuriGO does not charge a cancellation fee on an order, a parcel or a ride, at any stage, and nothing is deducted from your wallet for cancelling one. Stays and appointments are the one exception: there the host’s cancellation policy decides how much of what you paid comes back — see section 9.
We reserve the right to introduce one later for cancellations that cost a driver or a courier a wasted trip. If we do, we will describe it on this page, with the exact amount and when it applies, before it starts.
Where you book a stay or a reservation through SuriGO, the listing carries its own cancellation policy, chosen by the host. It sets how much of what you paid comes back, depending on how many days before the check-in date you cancel: the further ahead you cancel, the more you get back. On or after the check-in date, nothing is refunded. The app shows you the amount you would get back before you confirm the cancellation, and the policy shown on the listing at the moment you booked is the one that applies.
Cancelling now and then is normal and nobody will bother you about it. But an account that repeatedly places orders and cancels them after stores have started preparing, or that repeatedly books rides and cancels once a driver is on the way, costs real money to real people. We may limit such an account, require cash-free payment in advance, or close it. We will contact you before it comes to that, unless we are dealing with clear fraud.
SuriGO is operated by VENESEY IMPORT & EXPORT N.V.. If you need an order or a ride cancelled and the app will not let you do it, write to contato@surigoapp.com with your order code. We may update this policy; the date at the top tells you when it last changed, and the version on this page is always the one in force.
This policy is published in English. A Dutch translation may be provided for convenience; in case of any difference, the English version prevails.