Last Updated: October 3, 2025

This Cancellation Policy explains how order cancellations are handled on the Cousins Group platform.

By using the Cousins Group applications and services, you agree to this Cancellation Policy.

1. General Policy
   Cousins Group allows order cancellations under specific conditions to ensure fairness for customers, merchants, and delivery drivers.

2. Order Cancellation by Customer
   Customers may cancel an order:

• Before the order is accepted or prepared by the merchant

• Before a delivery driver is assigned

Once the order is prepared, picked up, or a driver is assigned, cancellation may no longer be possible.

1. Order Cancellation by Cousins Group or Merchant
   An order may be cancelled by Cousins Group or the merchant in the following cases:

• Item or service is unavailable

• Merchant is unable to fulfill the order

• Technical or operational issues

• Safety or force majeure circumstances

In such cases, customers will be notified promptly.

1. Cash Payments
   Since Cousins Group operates on a cash-only payment basis, no online payment reversal is required.
   If a cancellation occurs after cash has been collected, any approved refund will be handled according to the Refund Policy.

2. Non-Cancellable Cases
   Orders generally cannot be cancelled in the following situations:

• After the order has been prepared or dispatched

• After the delivery driver has picked up the order

• Due to customer unavailability at the delivery location

1. How to Request a Cancellation
   To request a cancellation, customers should:

• Use the cancellation option in the application (if available), or

• Contact Cousins Group support through the app or via email at support@cousinsgroup.app

1. Review & Decision
   All cancellation requests are reviewed by the Cousins Group support team.
   The final decision will be communicated to the customer.

2. Policy Updates
   Cousins Group reserves the right to update or modify this Cancellation Policy at any time.
   Any changes will be published on the platform.

3. Contact
   For questions related to cancellations, please contact:
   support@cousinsgroup.app