UPass Store (U) – Cancellation Policy

Last Updated: January 2026

1. Introduction

UPass Store (U) is Kampala’s leading online marketplace, connecting customers with trusted sellers through a secure, efficient, and technology-driven platform. We understand that situations may arise where an order needs to be cancelled due to changes in customer preferences, seller availability, or operational constraints.

This Cancellation Policy explains:

1. When and how orders may be cancelled
2. The responsibilities of customers, sellers, and UPass Store (U)
3. How cancellations affect refunds and delivery
4. The circumstances under which cancellations may be restricted

This policy applies to all orders placed through the UPass Store (U) website and mobile applications, unless otherwise specified.

2. Scope of the Cancellation Policy

This policy governs:

1. Customer-initiated order cancellations
2. Seller-initiated order cancellations
3. System or platform-initiated cancellations
4. Cancellations related to logistics and delivery challenges

Because UPass Store (U) operates as a multi-vendor eCommerce marketplace, cancellation outcomes may vary depending on the stage of order processing and the seller’s fulfillment status.

3. Order Status Definitions

Understanding order status helps determine cancellation eligibility:

1. Pending: Order placed but not yet accepted by the seller
2. Confirmed: Seller has accepted the order
3. Processing: Order is being prepared or packaged
4. Out for Delivery: Order has been dispatched
5. Delivered: Order has been successfully delivered

Cancellation eligibility depends on the current order status.

4. Customer-Initiated Cancellations

A. Cancellation Before Seller Confirmation

Customers may cancel an order free of charge if:

1. The order is still in Pending status
2. The seller has not yet confirmed the order

Refunds (if payment was made) will be processed in accordance with the Refund Policy.

B. Cancellation After Seller Confirmation

Once an order has been confirmed:

1. Cancellation may be allowed only before processing begins
2. Approval depends on seller discretion and product type

Certain items, such as customized or perishable goods, may not be eligible for cancellation at this stage.

C. Cancellation During Processing

Orders in Processing status:

1. May not be cancelled if preparation has begun
2. May attract cancellation charges depending on seller policy
3. Are generally non-cancellable for food, groceries, and personalized items

D. Cancellation After Dispatch

Orders marked Out for Delivery:

1. Cannot be cancelled
2. Are considered in final fulfillment stage
3. May only be addressed through return or refund (where eligible)

5. Seller-Initiated Cancellations

A seller may cancel an order due to:

1. Product being out of stock
2. Pricing or listing errors
3. Inability to fulfill the order
4. Operational or technical issues
5. Force majeure events

In such cases:

1. The customer is notified immediately
2. A full refund is issued where payment was made
3. No penalty is charged to the customer

Repeated seller-initiated cancellations may result in seller penalties.

6. Platform-Initiated Cancellations

UPass Store (U) reserves the right to cancel an order where:

1. Fraud or suspicious activity is detected
2. Payment verification fails
3. Delivery address is invalid or unreachable
4. Order violates platform policies
5. Regulatory or legal requirements apply

Such cancellations are made in the interest of security, compliance, and service quality.

7. Non-Cancellable Orders

The following orders cannot be cancelled once confirmed:

1. Perishable goods (food, groceries, flowers)
2. Customized or personalized products
3. Digital products after activation or download
4. Items marked “Non-Cancellable” on the product page
5. Orders already dispatched for delivery

Customers are encouraged to review order details carefully before confirming purchase.

8. How to Cancel an Order

To cancel an eligible order:

1. Log in to your UPass Store (U) account
2. Navigate to My Orders
3. Select the order you wish to cancel
4. Click Cancel Order
5. Choose a cancellation reason
6. Submit the request

If cancellation is approved, you will receive confirmation via the app or email.

9. Cancellation Fees

1. No fees apply for cancellations made before seller confirmation
2. Cancellation fees may apply for orders cancelled after confirmation but before dispatch
3. Fees (if applicable) will be clearly communicated before cancellation is finalized

UPass Store (U) does not impose hidden cancellation charges.

10. Refunds Following Cancellation

Approved cancellations with successful payment will result in:

1. Refund to original payment method, or
2. Credit to UPass Wallet (where applicable)

Refund timelines are governed by the Refund Policy and payment provider processing times.

11. Delivery-Related Cancellations

Orders may be cancelled if:

1. Delivery is impossible due to location restrictions
2. Customer is unreachable after reasonable attempts
3. Delivery address is incorrect or unsafe

In such cases:

1. The order may be returned to the seller
2. Refund eligibility will be assessed on a case-by-case basis

12. Customer Responsibilities

Customers are responsible for:

1. Providing accurate delivery information
2. Reviewing order details before checkout
3. Being available to receive deliveries
4. Complying with platform policies

Failure to meet these obligations may limit cancellation or refund eligibility.

13. Seller Responsibilities

Sellers on UPass Store (U) must:

1. Maintain accurate inventory listings
2. Fulfill confirmed orders promptly
3. Communicate availability issues early
4. Comply with cancellation and refund standards

Non-compliance may lead to account penalties or suspension.

14. Abuse of Cancellation Policy

UPass Store (U) monitors cancellation behavior to prevent abuse, including:

1. Repeated last-minute cancellations
2. Fraudulent order placements
3. Intentional delivery refusals

Accounts found abusing the cancellation system may face restrictions or termination.

15. Force Majeure

UPass Store (U) shall not be liable for cancellations arising from events beyond reasonable control, including but not limited to:

1. Natural disasters
2. Government restrictions
3. Network outages
4. Security risks

16. Policy Amendments

UPass Store (U) reserves the right to update this Cancellation Policy at any time.

Updates will be posted on the platform and take effect immediately for new orders.

17. Contact Information

For cancellation-related inquiries:

UPass Store (U) – Customer Support

📍 Kampala, Uganda

📧 support@upassstore.ug

📱 In-App & Web Support

18. Conclusion

UPass Store (U) aims to balance customer flexibility, seller protection, and operational efficiency through a fair and transparent cancellation framework. By clearly defining cancellation rights and responsibilities, we ensure a trustworthy online shopping experience across Kampala and Uganda.