Cancellation Policy
Last updated: August 21, 2026
At Sway Pakistan, we operate a fast and efficient ordering and delivery service designed to get eligible orders to customers in Lahore in as little as 30 minutes.
Because orders may be processed and dispatched shortly after they are placed, the ability to cancel an order depends on the stage of processing at the time we receive the cancellation request.
This Cancellation Policy explains when and how an order may be cancelled through sway.pk.
1. When Can an Order Be Cancelled?
Customers may request cancellation of an order as soon as possible after placing it. A cancellation request can generally be accepted only if the order has not yet been processed, prepared, or dispatched. Once an order has entered the fulfilment or delivery process, cancellation may no longer be possible. Customers should therefore contact Sway immediately if they no longer wish to proceed with an order.
2. How to Request a Cancellation
To request cancellation, contact Sway using the available customer support channels as soon as possible after placing your order. When contacting us, please provide: • Order number • Customer name • Phone number associated with the order • Reason for cancellation, where applicable Providing accurate order information helps us identify and process your request quickly. Because of our rapid fulfilment model, submitting a cancellation request does not automatically guarantee cancellation. The order's processing status will determine whether cancellation is still possible.
3. Cancellation Before Order Processing
If we receive your cancellation request before the order has been processed or prepared for fulfilment, we will make reasonable efforts to cancel the order. For orders that have not yet been paid for, including eligible Cash on Delivery (COD) orders, cancellation will generally not result in a refund because payment has not been collected. Where an online payment has already been successfully completed, an approved cancellation may result in a refund in accordance with our applicable refund procedures.
4. Cancellation After Processing or Dispatch
Once an order has been processed, prepared, packed, or dispatched, cancellation may no longer be available. This is particularly relevant to Sway's fast delivery service, where orders may move from checkout to fulfilment shortly after being placed. If cancellation is no longer possible, the customer may be required to receive the order and, where applicable, rely on the Return & Refund Policy if the delivered product qualifies for a return, replacement, or refund. A change of mind after an order has been processed or delivered does not automatically create a right to return or refund the order.
5. Orders Already Out for Delivery
Orders that have been handed to a delivery partner or are already out for delivery generally cannot be cancelled. If a customer refuses or fails to accept an order after dispatch, the order may be returned to Sway. Repeated refusal or failure to receive confirmed orders may result in restrictions on future ordering or Cash on Delivery availability.
6. Cash on Delivery Orders
For eligible Cash on Delivery (COD) orders, payment is collected when the order is delivered. If a COD order is successfully cancelled before processing or dispatch, no payment will generally be due. If the order has already been dispatched, customers should not assume that refusing delivery constitutes an approved cancellation. The order may be treated as a failed delivery, and additional restrictions may apply in accordance with our delivery procedures.
7. Online Payments and Refunds
If an order that has already been paid for online is successfully cancelled before fulfilment, Sway may initiate an applicable refund. Approved refunds are generally processed within 5–7 business days. The time required for the refunded amount to appear in the customer's account may depend on the payment gateway, acquiring bank, card issuer, or other financial institution involved. Customers are responsible for providing accurate information where required to facilitate a refund.
8. Cancellation by Sway
Sway reserves the right to cancel an order in circumstances where fulfilment is not possible or where cancellation is reasonably necessary. This may include situations such as: • Product unavailability; • Incorrect or incomplete customer information; • Payment or transaction issues; • Suspected fraudulent or unauthorized activity; • Inability to verify required information; • Failure to satisfy applicable age requirements for an age-restricted product; • Delivery to an area outside our service coverage; • Operational, safety, or security concerns; • A technical error resulting in incorrect product or pricing information; or • Any other circumstance where fulfilling the order would violate applicable law or our policies. Where an order has already been paid for and Sway cancels it, an appropriate refund will generally be issued, subject to applicable payment and refund procedures.
9. Age Verification and Age-Restricted Products
Some products available through Sway are intended exclusively for customers aged 18 years or older, while other products are not age-restricted. Where an order contains an age-restricted product, Sway may require age verification before fulfilment or delivery. An order may be cancelled or refused where: • The customer does not meet the applicable age requirement; • Required age verification cannot be completed; • The information provided for verification is insufficient or cannot reasonably be verified; or • Delivery of the product would otherwise violate applicable law or Sway's policies. Any refund resulting from such cancellation will be handled in accordance with the applicable payment and refund procedures.
10. Duplicate or Accidental Orders
If you accidentally place an order or submit multiple orders unintentionally, contact Sway immediately. We will make reasonable efforts to cancel duplicate or accidental orders where they have not yet entered processing or dispatch. Once an order has been processed or dispatched, cancellation may no longer be possible.
11. Changes to an Existing Order
Customers who wish to change an order, including the: • Product; • Quantity; • Delivery address; or • Delivery instructions should contact Sway as soon as possible. Changes are not guaranteed and can only be made where the order has not progressed too far through processing. If an existing order cannot be modified, the customer may request cancellation where cancellation is still available and place a new order if appropriate.
12. Cancellation and Returns Are Different
Cancellation applies to an order before it has been fulfilled or delivered. Once an order has been delivered, any request relating to a damaged, defective, incorrect, or otherwise eligible product is handled under Sway's Return & Refund Policy. A customer cannot automatically convert a post-delivery return request into a cancellation.
13. Fraudulent or Abusive Cancellation Requests
Sway may review cancellation requests for signs of fraudulent, abusive, or repeated misuse of the ordering system. Where appropriate, we may restrict future ordering privileges, including Cash on Delivery availability, where repeated cancellations, refusals, or failed deliveries create operational or security concerns. Nothing in this section limits any rights available to customers under applicable law.
14. Policy Exceptions and Applicable Law
This Cancellation Policy describes Sway's standard cancellation procedures. Nothing in this Policy is intended to exclude or limit any consumer rights or legal remedies that cannot lawfully be excluded or limited under applicable law. Where applicable law provides a mandatory right or remedy that differs from this Policy, the applicable legal requirement will prevail.
15. Changes to This Cancellation Policy
Sway may update this Cancellation Policy from time to time to reflect changes in our services, ordering procedures, delivery operations, business practices, or applicable legal requirements. Any revised version will be published on this page with an updated Last Updated date. Customers are encouraged to review this Policy periodically.
16. Contact Us
If you need to cancel an order or have questions about this Cancellation Policy, please contact Sway as soon as possible after placing your order. Sway Mah (SMC Private) Limited Trading as Sway Pakistan Registered Office: 2B, Sector B, Phase 5, DHA Lahore, 54810, Pakistan Email: purchasing@sway.pk Website: https://sway.pk Operating Hours: Open 24 hours a day, 365 days a year Corporate Hours: 11:00 AM – 5:00 PM