Delivery Cancellation & Performance Policy
Haatro operates on a strict Quick Commerce fulfillment commitment. To ensure fairness to customers and stores, all accepted deliveries are bound by automated server-side cancellation thresholds calculated daily in the Asia/Dhaka timezone.
1. Daily Free Cancellation Allowance
Each active delivery partner is granted 1 free cancellation per calendar day (00:00 to 23:59:59 Asia/Dhaka) for unforeseen issues like minor vehicle trouble or severe weather. Sequence #1 does not incur any financial penalty.
2. Penalty Deductions for Exceeded Limits
Starting with the 2nd cancellation within the same calendar day, a standard operational re-dispatch fee (typically 25–50 BDT based on zone policy) is automatically logged against your account and deducted from your net payout ledger.
3. Order Offer Cooldown Restrictions
Reaching 3 or more cancellations in a single day automatically applies a temporary dispatch restriction (30 to 120 minutes). During this cooldown period, the database blocks new order offers to your rider profile to prevent compounding fulfillment delays.
4. Account Suspension Threshold
Partners who reach 5 cancellations in a single day trigger an automated account suspension review. An Area Operations Manager will inspect the recorded explanation and audit logs before account reinstatement.