Plans change. Once an offer has been accepted, a Bike Hub Pay deal is live and both sides have committed, so cancelling is a request: the deal only ends when the other person agrees. Where money has already been paid, the buyer is refunded in full by EFT.
Hasn't the seller accepted your offer yet? Then you don't need anyone's agreement. See how do I withdraw a Bike Hub Pay offer?
Has someone asked you to cancel? Skip to responding to a cancellation request.
Quick guide
Where the deal is | What you can do | Does the other person have to agree? |
You made an offer, the seller hasn't accepted yet | No | |
Offer accepted, no payment made yet | Request to cancel | Yes |
You've paid, item not shipped or collected yet | Request to cancel and be refunded | Yes |
Item has been shipped | Request a return and refund | Yes |
Finding your deal
Log in to Bike Hub.
Click your profile menu and choose My Offers & Deals.
Click the deal you want to cancel.
Sending a cancellation request
Open the deal from My Offers & Deals, then look for the cancel link near the bottom of the deal card, under the other person's contact details.
The wording of that link changes with the stage of the deal:
Stage of deal | The link reads |
Before you've paid | Need to cancel this deal? |
Paid, before shipping or collection | Need to cancel? |
Item shipped, you're the buyer | Request a return & refund |
Item shipped, you're the seller | Need the item back? |
On a shipped deal, buyers will find the link in a slightly different spot: next to the button for completing the deal.
Can't see a cancel option? If you paid by EFT and the money hasn't reflected on our side yet, the cancel option is hidden while the payment settles. It reappears once the payment clears. See when will my EFT payment reflect? for timings, or contact support if it has been longer than you'd expect.
In the pop-up
If you're asked "Where is the item right now?", answer honestly. This is what decides whether you get a straight refund or a return and refund, so an inaccurate answer will send the deal down the wrong path.
Read the "What happens next" list in the pop-up. It tells you exactly what you're asking for, including the refund amount where money has already been paid.
Give your reason. It needs to be at least 30 characters, and the other person reads it. See what counts as a good reason.
Click Send request.
What happens next
The other person is emailed with your reason and a decision to make.
The deal shows as awaiting their response until they act.
Nothing changes on the deal, and no money moves, until they agree.
Tip: message the other person first if you haven't already. Most cancellations are agreed to far faster when they aren't a surprise.
What each type of cancellation does
No payment made yet
The simplest case. Once the other person agrees, the deal closes, no money has changed hands, and the seller's ad goes live again automatically.
You've paid, but the item hasn't been shipped or collected
The deal becomes a refund. Once the seller agrees:
We ask the buyer for their bank details.
We verify the account.
The refund is paid out.
Refunds are paid to the buyer's bank account by EFT, never back onto the card that was used. The refund is full by default, with no processing fee withheld. If anything is ever deducted, the deal page and the request pop-up will both show you the exact figure before you confirm.
Sellers: do not agree to this if you have already shipped the item. Agreeing would refund the buyer while the item is on its way to them. Contact support instead, and see when is it safe to ship or hand over my item?
Sellers who can no longer supply the item can start this same request from their side. See what if the seller can no longer supply the item?
The item has already been shipped
This becomes a return and refund. You have 48 hours from delivery to start a return, so inspect the item as soon as it arrives and raise anything wrong before you confirm the deal as complete.
Once both sides agree:
The seller shares a return address with the buyer through the deal's chat.
The buyer ships the item back using a trackable courier. Unless you agree otherwise between you, arranging and paying for the return is the buyer's responsibility.
The buyer adds their bank details once they've marked the item as shipped back.
The seller confirms the item has arrived.
The refund is paid out, and the seller can re-list the item.
For the full walkthrough of this flow, see how to request a refund after receiving the item.
What counts as a good reason
Your reason is what the other person decides on, and the Bike Hub Pay refund policy sets out the grounds we consider valid: the item never arrived, it was damaged in transit or is defective, or it's significantly not as described. The policy article has the exact conditions and timeframes.
A change of mind isn't covered by the policy, but sellers are free to agree to one, and many do. It's still worth asking, politely and honestly.
Responding to a cancellation request
If the other person asks to cancel, your deal page shows a decision card with their reason and a plain list of what agreeing means for you.
To accept, click the button on that card (Confirm cancellation, Agree & refund, or Agree & start return, depending on the type) and confirm in the pop-up.
If you don't think the request is fair, don't agree. Click Contact support on the same card and tell us why. Our team will look at the deal and help both of you reach an outcome.
If nobody responds
On paid deals, we email the other person a reminder one day and three days after the request.
On deals where payment was never made, the deal itself expires 48 hours after the buyer is asked to pay. If your cancellation request is still waiting when that happens, it completes automatically.
If a request has been sitting unanswered and you're stuck, contact support. Our team can step in and finalise a cancellation where one side has gone quiet.
Common questions
I only want to change the offer amount. Do I have to cancel?
Usually not. See can I change the offer amount after it's been accepted?
I'd rather buy a different item. Do I have to cancel and start over?
Not always. In some cases we can move your payment to another item instead. See can I move my payment to a different item?
Can I undo a cancellation request?
Not yourself. To pull back a request before the other person responds, contact support.
Can I cancel after the deal is complete?
No. Once you've confirmed you've received the item and are happy with it, the deal is closed and the seller is paid. If something goes wrong after that, contact support as soon as possible.
Will cancelling affect my account?
A one-off cancellation is normal and won't count against you. A pattern of abandoned deals can result in your ability to make offers being limited.
How long does a refund take?
Once the refund is approved, we need your bank details and a successful bank account verification before payment goes out. Most refunds are paid within a few working days of that. Double-check your account number, since a failed verification is the most common cause of a delay.
Still stuck? Start a chat with us from any page on Bike Hub, or email support@bikehub.co.za with your deal number.