Refund Policy

1. Delivery Payments

Payments are refundable where the service was not rendered, was duplicated, or failed due to a confirmed platform or operational error.

Payments are non-refundable once a delivery has been completed as instructed, or where failure was caused by the customer.

Pay-on-delivery orders that are cancelled before dispatch attract no charge.

2. Refund Conditions

Eligible: service not provided; duplicate payment; confirmed platform error; cancellation before rider dispatch; confirmed loss or damage in transit up to declared value.

Not eligible: wrong or incomplete address supplied by the customer; receiver unavailable or unreachable; cancellation after dispatch; refusal to accept a correctly delivered package; restricted items rejected at pickup.

3. Refund Process

Step 1 — Customer submits a request through the Support Centre with the tracking ID and payment reference.

Step 2 — Review by the operations and finance teams, including delivery records, GPS trail and proof of delivery.

Step 3 — Approval or rejection is communicated with reasons.

Step 4 — Approved refunds are processed to the original payment method or credited to the customer wallet.

4. Refund Timeline

Requests must be submitted within 48 hours of the delivery date.

Review is completed within 3 working days.

Wallet credits are applied within 24 hours of approval; bank or card refunds are settled within 5–10 working days depending on the payment provider.