Off Slot couriers:

If you have arrived at pick-up and made yourself known, you are free to self-cancel after 5 minutes of waiting for the package if it's not ready, and move on to the next job. Don’t hesitate to ask once more if the package will be ready soon; sometimes an extra minute is all that’s needed!

On Slot couriers:

Please remember that if you are working on slot and you accept a job, you are answering to a client's urgent need. You have committed to providing your service for this delivery. You are expected to wait for the package to be ready to ensure the best customer experience.

If you have to cancel, please wait at least 10 minutes before contacting Support.

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