Once an offer has been accepted, both sides have committed, so cancelling is a request: the deal only ends when the other person agrees. If you've already paid, you're refunded in full by EFT.
Seller hasn't accepted your offer yet? You can withdraw the offer yourself, no agreement needed.
Someone has asked you to cancel? Skip to responding to a request.
Sending a request
Go to My Offers & Deals in your profile menu and open the deal.
Click the cancel link at the bottom of the deal card. On a shipped deal, buyers will find it next to the Complete deal button instead.
If asked where the item is right now, answer accurately. This decides whether you get a straight refund or a return and refund.
Give your reason (at least 30 characters). The other person reads it.
Click Send request.
Tip: message the other person before you send the request. Cancellations that aren't a surprise get agreed to far faster.
Can't see a cancel link? If you paid by EFT and it hasn't reflected yet, the link is hidden until the payment clears. See when will my EFT payment reflect?
What happens next
The other person is emailed your reason and asked to agree. Nothing changes and no money moves until they do. We remind them one and three days later. If they still don't respond, contact support and we'll step in.
If the buyer never paid, the deal expires on its own 48 hours after payment was requested, and your cancellation completes with it.
What you get when they agree
Nobody has paid: the deal closes and the seller's ad goes live again.
Paid, not yet shipped or collected: the buyer enters their bank details, we verify the account, and the full amount is refunded by EFT within a few working days. Refunds never go back onto a card.
Already shipped: this becomes a return and refund. The buyer has 48 hours from delivery to start one, ships the item back by trackable courier at their own cost unless agreed otherwise, and is refunded once the seller confirms it has arrived. Full walkthrough: how to request a refund after receiving the item.
Sellers: don't agree to a refund if you've already shipped the item. Contact support instead.
Responding to a request
Your deal page shows the other person's reason and exactly what agreeing means for you.
To agree, click the button on the card and confirm.
If you don't think it's fair, don't agree. Click Contact support on the card and tell us why. We'll look at the deal and help you both reach an outcome.
The refund policy sets out the grounds we treat as valid: the item never arrived, it's damaged or defective, or it's significantly not as described. A change of mind isn't covered, but sellers are free to agree to one, and many do.
Good to know
Undoing a request: contact support before the other person responds.
After the deal is complete: it can't be cancelled. The seller has been paid. Contact support if something has gone wrong.
Your account: a one-off cancellation is normal. A pattern of abandoned deals can limit your ability to make offers.
Only want to change the amount, or buy a different item instead? See can I change the offer amount? and can I move my payment to a different item?
Seller can't supply the item? See what if the seller can no longer supply the item?
Still stuck? Start a chat with us from any page on Bike Hub, or email support@bikehub.co.za with your deal number.