Refunds & Cancellations

You can cancel free of charge at any time before a driver claims the route carrying your order. You receive a full refund of everything you paid, including the delivery fee, the service fee and any bottle deposit.

Cancel from the order screen in your account, or contact support and quote your order number.

Once a driver has claimed the route, the trip has been dispatched and the driver is being paid for it. If you cancel from that point on, we refund the items, the bottle deposits and the service fee, but retain the delivery fee.

If the driver has already arrived at your address and the water was handed over, the order cannot be cancelled — raise a support ticket instead so we can look at what went wrong.

You are refunded in full, including all fees, if: the supplier or hub cannot fill the order; no driver is available; the delivery fails for any reason on our side; the water delivered is wrong, short, damaged or unfit; or we cancel the order ourselves.

Where only part of the order is affected, we refund the affected lines and their bottle deposits.

If the driver arrives, waits, attempts contact and cannot complete the handover because nobody was there, the address was wrong, or access was refused, we refund the items and deposits but retain the delivery fee to cover the completed trip.

If you believe the driver did not genuinely attempt the delivery, raise a ticket within 48 hours and we will review the route record, arrival timestamp and location evidence.

Deposits charged on an order are refunded whenever that order is refunded. Deposits held against bottles you still have are refunded as a bottle-balance credit when you return a clean, undamaged empty on a later delivery.

Deposits are not refunded for bottles that are lost, contaminated or damaged beyond reuse.

All refunds go back to the card used for the original payment. We do not refund to a different card, in cash, or as store credit unless you ask for a bottle-balance credit instead.

We approve eligible refunds within 1 business day of agreeing them. Your bank then typically takes 5–10 business days to show the money, depending on the card issuer.

You will see the refund on your order record in the app as soon as it is issued.

If you disagree with a refund decision, reply on your support ticket or email support@watadash.com within 30 days. A manager reviews the order record, route events, PIN verification and any photos before giving a final answer, normally within 5 business days.

Please contact us before raising a chargeback with your bank — we can almost always resolve it faster. We cooperate fully with card-scheme dispute processes and will provide the delivery evidence we hold.