Last updated: October 11, 2026
Plans change. This Cancellation Policy explains how to cancel a ride, order, parcel, stay, offer or price request on irflexApp, what it costs and what happens to your money. Refunds are explained in more detail in our Refund Policy.
1. At a glance
| Service | You can cancel | What happens to your money |
|---|---|---|
| Rides (Flex Car) | Until the driver picks you up | No cancellation fee. Anything paid in the app is refunded to your wallet |
| Food, shopping, store and pharmacy orders | Until the store starts preparing the order | Full refund to your wallet of anything paid in the app |
| Parcels (Flex Deliveries) | While the order is still pending or scheduled | Full refund to your wallet of anything paid in the app |
| Stays (Flex Host) | While the app shows Cancel Booking | Refund set by the property's cancellation policy |
| Offers | Until the deal is completed | Nothing is charged in the app; the provider's policy applies to what you agreed with them |
| Price requests | While open, or after you choose a provider and before the job is done | Nothing is charged in the app |
2. Rides (Flex Car)
2.1 Cancelling as a rider
- You can cancel while we are looking for a driver, and after a driver has accepted, until you are picked up. Use Cancel on the trip screen.
- Once the trip has started, it can no longer be cancelled in the app. Contact Live support if there is a problem during a trip.
- irflexApp does not currently charge a fee for cancelling a ride. If a cancellation fee is introduced in your area, the amount will be shown in the app before you confirm the cancellation.
- If you paid in the app (wallet or online), the amount is refunded to your wallet. Cash rides have nothing to refund.
2.2 Bids ("Offer your price")
- You can cancel a bid at any time before you accept a driver's offer, with Cancel request.
- If no driver accepts your price before the bidding window ends, the request closes by itself. You can try again, for example with a higher price.
- After you accept a driver's offer, the ride can be cancelled until pickup, like any other ride.
2.3 When a ride is cancelled for you
- If no driver is available near you, or no driver accepts the trip in time, the ride is cancelled automatically and we tell you why.
- If you chose to pay by card or with crypto and the payment is not completed in time, the ride is cancelled.
- If your driver cannot complete the trip before picking you up, the ride is cancelled, anything you paid in the app is refunded to your wallet, and you can book again.
3. Food, shopping, store and pharmacy orders
- Open Orders, choose the order and tap Cancel Order. Tell us briefly why, then confirm.
- You can cancel while the order is still pending (the store has not started preparing it) or scheduled for later. Once the store starts preparing it, the button is no longer shown, because the food or goods may already be made or packed. If something is wrong, contact Live support.
- A pharmacy order with a prescription can be cancelled while the pharmacy is still reviewing it.
- If you chose to pay online and do not finish the payment in the time shown on the payment page, the order is cancelled automatically.
- The store can also cancel an order, for example if an item is not available or it is about to close. You are told straight away.
- Anything you paid in the app for a cancelled order, including a tip chosen at checkout, is refunded to your wallet. The transaction fee charged by our payment partner is not refunded.
4. Parcels (Flex Deliveries)
- Open Orders, choose the parcel order and tap Cancel Order while it is still pending or scheduled.
- Once a courier has the parcel, the order can no longer be cancelled in the app. Contact Live support if the parcel must be stopped or returned.
- Anything you paid in the app is refunded to your wallet when the order is cancelled.
5. Stays (Flex Host)
5.1 How to cancel
Open your booking and tap Cancel Booking. The button is shown while the booking can still be cancelled. The refund is credited to your irflexApp wallet.
5.2 Which policy applies
Each property has a cancellation policy, shown on the property page before you book and in your booking. The policy that applies is the one shown when you booked, even if the host changes it later. The refund percentage applies to the total you paid for the booking, including its fees.
Days are counted in full days from the moment you cancel to the start of your check-in date. If you cancel after your check-in date has passed, there is no refund under any policy.
| Policy | Refund if you cancel |
|---|---|
| Flexible | 1 day or more before check-in: 100%. Less than 1 day before: no refund. |
| Moderate | 5 days or more before check-in: 100%. 2 to 4 days before: 50%. Less than 2 days before: no refund. |
| Strict | 14 days or more before check-in: 100%. 7 to 13 days before: 50%. Less than 7 days before: no refund. |
| Super Strict (30 days) | 30 days or more before check-in: 100%. 14 to 29 days before: 50%. Less than 14 days before: no refund. |
| Super Strict (60 days) | 60 days or more before check-in: 100%. 30 to 59 days before: 50%. Less than 30 days before: no refund. |
| Grace Period (48 hours) | 14 days or more before check-in: 100%. 7 to 13 days before: 50%. Less than 7 days before: no refund. |
| Long Term Stay | 28 days or more before check-in: 100%. 14 to 27 days before: 75%. 7 to 13 days before: 50%. 3 to 6 days before: 25%. Less than 3 days before: no refund. |
| Business Traveler | 3 days or more before check-in: 100%. Less than 3 days before, up to and including the check-in date: 50%. |
| Premium Flexible | Any time up to and including the check-in date: 100%. |
| Non-Refundable | No refund at any time. |
5.3 If the host declines or cancels
Some bookings need the host's approval. If the host declines your request, or cancels a confirmed booking, you get back everything you paid for the stay, whatever the property's cancellation policy. If something looks wrong, contact Live support with your booking code.
6. Offers
With offers you choose what you pay, and you pay the provider directly when you get what you bought. Nothing is paid in the app, so irflexApp never charges you for cancelling.
- Before the provider answers: open the offer in Menu > My offers and tap Cancel offer. If the provider does not answer in the time shown, the offer expires by itself.
- Counteroffers: if the provider asks for a different price, you can accept it or decline it. Declining cancels the offer. A counteroffer you do not answer in time expires.
- After the offer is confirmed: you can still cancel in My offers until the deal is completed. Each offer shows the provider's cancellation policy: free cancellation until the start time, free cancellation until a set number of hours before, no cancellation, or the provider's own conditions. Because you pay the provider directly, any money already paid to them, and any charge under their policy, is settled between you and the provider.
- If the provider cancels: you are told at once.
- If something goes wrong: tap Report a problem in the offer. Our team reviews it and can call the deal off.
- A confirmed offer that you do not cancel is completed when you give the provider your code, or automatically some time after its scheduled time.
7. Price requests ("Request a price")
- You can cancel a request while it is open, or after you have chosen a provider and before the job is done. Open it in Menu > My requests and tap Cancel request. Providers who answered are told.
- If you do not choose a provider in time, the request expires by itself. It closes after the time shown in the app, or at the time you said you needed the service, if that is sooner.
- The provider you chose can also cancel the job. You are told, and you can request again.
- Nothing is charged in the app. Anything you paid the provider directly is settled between you and the provider.
8. When drivers, stores, providers or hosts cancel
- Drivers can decline a request before accepting it. A driver who cannot complete an accepted trip or delivery must tell us, so the customer can be helped quickly.
- When a partner cancels a paid order, ride or booking, the customer gets a full refund to their wallet of what they paid in the app.
- When a deal paid directly to a provider is cancelled or called off before it is completed, the commission irflexApp took from the provider's balance is returned to it.
- We monitor cancellations. Partners who cancel often or without good reason may have their offers paused or their account limited, as set out in our Terms & Conditions and the partner agreement.
9. Need help?
If you cannot cancel something in the app, or you think a cancellation was handled wrongly, contact Live support or use our Contact page. Please include your order or booking code.