Refund & Cancellation Policy

1. Overview

Lasta is a delivery platform operating in Dublin, Ireland. Deliveries are carried out by independent couriers. This policy explains when you can cancel an order, when you are refunded automatically, and how to request a refund when something goes wrong. It applies to customers who book deliveries through the Lasta app or website.

Payments are handled securely by Stripe. All prices are in Euro and include VAT where applicable.

2. Cancelling before a courier is assigned

You can cancel a delivery free of charge at any time before a courier has accepted it. You will receive a full refund automatically to your original payment method. No action beyond cancelling is required.

3. Cancelling after a courier is assigned

After a courier accepts your delivery, you have a grace period of two (2) minutes to cancel free of charge, counted from the moment they accept. If you cancel after that window but before the parcel has been collected, a cancellation fee of 20% of the delivery fare, plus VAT applies, to cover the courier's time and travel, because they may already be on their way to the pickup. The delivery fare is the base and distance charge; it does not include the technology fee or any tip. The exact amount is shown before you confirm the cancellation.

Once a courier has collected your parcel, the delivery can no longer be cancelled in the app. If there is a problem, contact support and we will help.

4. Deliveries we refund automatically

You are refunded in full, automatically, in these cases:

• No courier was found. If we cannot assign a courier within a reasonable time, the order is cancelled and fully refunded. You are never charged for a delivery that did not start.
• The courier could not complete the delivery. If a courier accepts your order but is unable to finish it, the order is cancelled and refunded. You are not charged for a delivery that did not happen.

5. Completed deliveries

Once a delivery has been completed, refunds are not issued automatically, because the courier has already carried out the work. If something went wrong with a completed delivery, you can request a refund and we will review it. Please raise your request as soon as possible after the delivery so we can investigate while the details are still available.

6. Damaged or lost items

If an item is damaged or lost while in the courier's care, contact support with photos and a description as soon as possible. We will investigate with the courier and, where appropriate, issue a refund or reimbursement.

It is the sender's responsibility to show that the item was handed over to the courier in good condition and was properly packaged for transport. Refunds may be declined where an item was prohibited, poorly packaged, or already damaged before pickup.

7. When the recipient is not available

If nobody is available at the drop-off address after the courier has waited five (5) minutes, the parcel is returned to the pickup address. The delivery itself was still carried out, so it is not refunded, and the return journey is charged separately at 25% of the delivery fare, plus VAT. You are told which outcome applied, and any return charge appears on your receipt. Please make sure the recipient is expecting the parcel and that the drop-off details are correct before you book.

8. How refunds are paid

Once your refund is approved we process it straight away and email you to confirm. It is returned to the original payment method used at checkout, and depending on your bank or card provider it usually takes 5 to 10 days for the money to appear on your statement. Tips are paid separately to your courier and are handled case by case.

9. How to request a refund

You can request a refund in the Lasta app under Help Centre, using the option to report an issue with a recent delivery, or by emailing [email protected]. Tell us your order number and what happened, and attach photos if the item was damaged. You will receive an update by email once we have reviewed your request.

10. Fraud and abuse

We monitor refund requests to keep the platform fair for customers and couriers. Where we have reason to believe a request is not genuine, or where refunds are requested repeatedly without a valid reason, we may decline the request and, where necessary, restrict the account.

11. Your consumer rights

Nothing in this policy affects the statutory rights you may have as a consumer under Irish and EU law. If we cannot resolve a complaint with you directly, you may use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

12. Changes and contact

We may update this policy from time to time. The date at the top shows when it was last changed. For any question about refunds or cancellations, contact us at [email protected].