This Refunds Policy outlines the terms and conditions under which DeliTrans processes refunds for its courier and logistics services. This policy is subject to the terms outlined in our Terms of Service and Shipping Policy.
1. Eligibility for Refunds
Refunds for shipping charges are typically granted only in specific circumstances related to service failure or incorrect billing.
A. Service Guarantee Failure (Delayed Delivery)
If you select a service with an explicit, money-back delivery time guarantee, you may be eligible for a refund of the shipping charges if the shipment is delivered after the guaranteed time.
Exclusions to Service Guarantee Refunds:
- Delays caused by factors outside of DeliTrans’s control (e.g., severe weather, natural disasters, acts of God, or acts of public authorities).
- Delays due to customs clearance procedures or actions by governmental agencies.
- Delays resulting from the consignee’s unavailability or refusal to accept delivery.
- Delays due to incomplete, inaccurate, or missing shipment information or documentation provided by the sender.
- Shipments containing prohibited items.
B. Billing Errors
If an overcharge or incorrect billing occurs due to a verifiable error on the part of DeliTrans (e.g., miscalculation of charges, incorrect application of a service fee), you may be eligible for a refund of the amount overcharged.
C. Unused Services
If you cancel a shipment before the scheduled pickup or drop-off and before the shipping label has been scanned or processed into our system, you may be eligible for a full refund of the prepaid shipping cost.
2. Non-Refundable Charges
The following charges are generally non-refundable:
- Customs Duties, Taxes, and Fees (D&T): Duties, taxes, and fees paid to governmental agencies are non-refundable by DeliTrans. You must seek a refund directly from the respective government authority or customs broker.
- Surcharges: Surcharges incurred due to inaccurate information provided by the sender (e.g., weight/dimension adjustments, remote area delivery fees) are non-refundable, even if the shipment is later delayed.
- Insurance Premiums: Fees paid for optional declared value coverage or insurance are non-refundable once the shipment has been accepted by us.
3. Refund Request Procedure
A. Submitting a Request
All refund requests must be submitted to DeliTrans Customer Service in writing via email or through our online claims portal within [Insert Number, e.g., 15] calendar days from the date the service failure or billing error occurred.
B. Required Information
Your request must include:
- The shipment tracking number.
- The reason for the refund request (e.g., Service Guarantee Failure, Billing Error).
- Detailed explanation and supporting documentation (e.g., invoice showing overcharge).
C. Review Process
DeliTrans will review the refund request and verify the claim against our records. The verification process may take up to [Insert Number, e.g., 10-14] business days from receipt of the claim.
4. Refund Processing
A. Approved Refunds
If the refund request is approved, the refund will be processed back to the original method of payment used for the transaction.
B. Processing Time
Once approved, the funds should appear in your account within 7-10] business days, though processing times may vary based on your bank or payment provider.
C. Credit for Future Shipments
In some cases, and only with your explicit consent, DeliTrans may offer a credit for future shipping services instead of a direct monetary refund.
5. Claims for Loss or Damage (Not a Refund)
Loss or damage to a shipment is addressed under the Limitation of Liability and Claims Procedure outlined in our Terms of Service, and does not fall under this Refunds Policy. Claims for loss or damage result in compensation up to the declared value or liability limit, not a refund of shipping charges.