Cancellation and Refund Policy for Courier Logistics Company
1. Cancellation Policy
Eligibility for Cancellation:
A shipment can be canceled if it has not yet been picked up or processed by the courier company. Once the package is in transit or has been delivered, cancellations may not be possible.
For express or premium services, cancellations should be requested as soon as possible, ideally before the package is collected from the sender.
How to Cancel:
Online: Log into your account on the courier company’s website or app and follow the cancellation steps (if available).
Customer Service: You can call or email customer service to request a cancellation. Be ready to provide the tracking number, sender, and recipient details.
Cancellation Fee: Some companies may charge a cancellation fee to cover administrative costs if the cancellation occurs after the shipment has been scheduled but before it is dispatched.
Cancellation Timeframe: The timeframe for a valid cancellation request may vary based on the service type and courier company, but it is usually within 1-2 hours after the shipment has been booked or scheduled.
2. Refund Policy
Refund Eligibility:
Delayed Delivery: If the shipment is delayed beyond the guaranteed delivery time, you may be eligible for a refund or credit. This is typically applicable to express or guaranteed services.
Lost or Damaged Shipments: If your package is lost or arrives damaged, you may be eligible for a refund or compensation. A claim must be filed, and the courier company will investigate the situation.
Service Failures: If the courier fails to provide the agreed service (e.g., failed delivery attempts, non-performance), you may be entitled to a refund.
Incorrect Billing: If there was an error in billing or you were overcharged for a service, a refund may be issued upon verification of the discrepancy.
How to Request a Refund:
Online Claim Form: Most companies will have an online refund claim form that you can fill out to request a refund.
Customer Service: Contact customer service to initiate the refund request. Be prepared to provide your tracking number, proof of shipment, and any other relevant documentation (e.g., proof of delayed delivery or damaged items).
Refund Documentation: You may be required to submit additional information such as photos of damaged goods, a receipt of service payment, or details of the issue (e.g., missed delivery).
Refund Processing Time:
Refunds are typically processed within 7-30 business days after approval. Refunds may be issued to the original payment method or as credit toward future shipments.
Some companies offer instant refunds via their online portal for specific scenarios, while others may require you to wait for an investigation to conclude.
3. Non-Refundable Services
Non-Refundable Charges:
Some charges may be non-refundable, including but not limited to:
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- Delivery attempts after the initial attempt.
- Services that have already been rendered or completed, such as successful deliveries.
- Additional services like insurance or customs clearance fees.
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Cancellation Fee:
In some cases, if a shipment is canceled after being picked up but before delivery, a cancellation fee may apply.
4. Special Conditions
- International Shipments: Refunds or cancellations for international shipments may have different conditions, particularly due to customs delays, international tariffs, or restrictions imposed by destination countries.
- Insurance: If insurance was purchased for the shipment, claims for damage or loss will typically follow the insurance process, which may differ from the standard refund procedure.
Terms & Conditions
- All cancellations and refund requests are subject to the company’s Terms of Service, and the company reserves the right to deny any refund or cancellation based on the circumstances of the shipment.
- Refund eligibility may vary based on the type of service, location, and cause of the issue.
- Refunds are not guaranteed and will be evaluated on a case-by-case basis.