Refund & Cancellation Policy

1. How you pay

When you book, you see an estimated price and we place a hold on your card. We charge the final amount when the delivery is completed. Payments are processed by Stripe (Clause 3.3). We accept Visa, Mastercard and other major cards, Google Pay, Apple Pay and Revolut Pay.

Prices are in euro. MAST Trek Delivery Ltd is not registered for VAT, so no VAT is charged (Clause 4.1). Anything held on your card that is not charged is released by your bank, usually within a few days.

2. Before a courier accepts

Cancelling is free at any time before a courier accepts your delivery (Clause 7.1). If no courier accepts it, nothing is charged and the full hold on your card is released (Clause 8.1).

3. After a courier accepts, before collection

Once a courier has accepted, cancelling costs the base fee for the method of transport you chose plus the technology fee (Clause 7.2). If the courier is already waiting at the collection address and has waited more than 10 minutes, the waiting fee built up so far is added (see point 4). The app shows the exact amount before you confirm.

Once the courier has collected your parcel, the delivery can no longer be cancelled.

4. Waiting at the collection address

• The first 10 minutes of waiting are free.
• After that, a waiting fee of €0.50 per minute builds up from minute 10.1, up to €2.50 at 15 minutes. If the delivery goes ahead, it is added to your final price and goes to the courier.
• If the parcel is still not ready at 15 minutes, the courier may treat the delivery as cancelled by you. You then pay the €2.50 waiting fee, the base fee and the technology fee (Clause 7.3).

5. Parcel bigger or heavier than booked

Each method of transport has size and weight limits. If the parcel does not match the size you chose, the courier may refuse to carry it and an additional fee may apply (Clause 3.5). In the app this is charged like a cancellation after acceptance (point 3).

6. Nobody at the delivery address

The courier waits at least 5 minutes and tries to reach the recipient, you or the sender: at least one phone call logged in the app and at least one message through the app. Automatic status notifications do not count. If nobody answers, the delivery counts as failed. You pay the fee for that delivery attempt plus the fee for bringing the parcel back to the collection address, worked out on the same basis as the original delivery (Clause 7.4).

7. ID check failed

For alcohol and other age-restricted goods, the courier must see valid photo ID showing the recipient is 18 or over. If the ID is not shown, or the recipient does not appear to meet the requirement, the courier will not hand over the parcel. This is a failed delivery and point 6 applies (Clause 7.5).

8. When Lasta cancels

We may refuse or cancel a delivery that goes against the Terms, or one affected by events outside our control such as severe weather or a road closure. When we do, you pay nothing (Clause 7.6).

9. Deliveries that are not completed

If a delivery is not completed, you get a full refund, unless it was not completed because of you, the sender, the recipient, or the nature or condition of the parcel. In those cases the fees in points 3 to 7 apply instead (Clause 8.2).

10. Lost or damaged parcels

• You may declare the value of the parcel when you book. If you do not, it counts as €10 (Clause 9.1).
• If a parcel is lost, damaged or not delivered, we pay at most the lower of the declared value and €50, whatever the parcel is actually worth (Clause 9.2).
• Lasta does not offer or arrange insurance. For anything worth more than €50, consider your own insurance or another way of sending it (Clause 9.3 and Clause 9.4).
• Keep the parcel and its packaging as you received them for 14 days, so it can be inspected (Clause 3.11).

11. How to make a claim

Tell us through lasta.ie/help within 14 days of the delivery, or of the day the delivery should have happened. If the problem could not reasonably be noticed in that time, you have 14 days from when you become aware of it. Include evidence of the problem, such as a photo of the damage, and proof of purchase, such as the invoice or receipt (Clause 10.1 and Clause 10.2).

For a completed delivery, our support team reviews each claim individually (Clause 8.3).

12. How refunds are paid

Refunds go back to the original payment method. We may also add credit to your account to make up for the inconvenience (Clause 8.3). If you owe us money when a claim is accepted, we may deduct it from the refund (Clause 15.6). Your bank decides how quickly the money appears on your statement, usually 5 to 10 days.

13. Complaints

Send complaints through the form at lasta.ie/help. It creates a support ticket, and we aim to reply within 24 to 48 hours (Clause 15.3). If you are still not satisfied, you can contact the Competition and Consumer Protection Commission (ccpc.ie) or go to the Irish courts. For complaints about your personal data, contact the Data Protection Commission (dataprotection.ie) (Clause 15.8).

14. Chargebacks

If you disagree with a charge, please contact us first through lasta.ie/help. You can still raise a dispute with your bank at any time. If a chargeback is decided in our favour, you pay the disputed amount, a €25 administration fee and any fees our payment provider charged us (Clause 20).

15. Your statutory rights

Nothing on this page affects your statutory rights as a consumer. Consumer clients can also withdraw from a delivery at any time until it has been fully performed; the fees above are the proportionate amount for the part already performed (Clause 3.2A). You can use the withdrawal form or write to [email protected].