Cancellation and refund policy
Last updated: 28 September 2026. English version. This is consumer information for citybagdrop.com; it is not a substitute for legal advice.
- Free cancellation in My booking at least 2 hours before the pickup time (Madrid time): full refund of what you paid.
- After that deadline: free online cancellation is closed. Message us on WhatsApp if you still need to change the booking; refunds are not guaranteed.
- After pickup has started, or if you are not present at the agreed time: no refund.
- If we cancel or cannot deliver: full refund, and we will try to rebook you first.
- How to cancel: open My booking and cancel there while free cancellation is still open, or write to WhatsApp +34 642 076 389 / citybagdrop@gmail.com with your booking reference.
- Refunds are returned to the original payment method. Stripe usually completes them within a few business days.
- Changing the time or address: message us on WhatsApp as early as you can. Changes depend on availability and may not be free after the cancellation deadline.
Support hours: 8:00–22:00 (Madrid time).