Cancellation & Refund Policy
Effective: 3 September 2026
This policy explains the general approach to cancellations and refunds for HiyangExpress local delivery orders. The exact outcome depends on the order status and whether any payment has actually been collected.
Before rider assignment or pickup
Where the supported customer flow allows cancellation, an order may generally be cancelled before delivery work has materially started. The app or support response will indicate the current cancellation outcome.
After rider assignment or pickup
Once a rider has accepted, reached the pickup stage or collected the parcel, cancellation may be restricted or may require support review because delivery work has already begun.
Refunds
A refund is applicable only where HiyangExpress has actually collected a payment that should be returned under the supported cancellation or dispute outcome. Cash-on-delivery orders normally do not create a refund before cash is collected. If online or prepaid payment is enabled in the future, the supported payment method and refund process will apply.
Delivery problems or disputes
If an order cannot be completed, is disputed, or appears to have been charged incorrectly, contact support with the order code and a short description. HiyangExpress may review order events, delivery proof, payment records and other relevant information before deciding the outcome.
Support
Email support@hiyangexpress.com for cancellation or refund assistance. Do not send passwords or OTPs.