Refund Policy

Shipping charges become payable once a shipment has been accepted into the Whiz Delivery network.

Refunds are not issued automatically. Every request is reviewed on a case-by-case basis and is subject to verification by our Operations and Billing teams.

Where appropriate, Whiz Delivery may issue either:

• A refund to the original payment method.
• A wallet credit.
• An invoice adjustment.
• A credit note.

The method of reimbursement will be determined at Whiz Delivery's sole discretion.

A refund or billing adjustment may be approved in the following circumstances:

• Duplicate charges for the same shipment.
• Billing errors resulting directly from Whiz Delivery's invoicing process.
• A shipment booked and paid for but not picked up due solely to an operational failure by Whiz Delivery.
• Cancellation of a shipment before pickup, provided no operational costs have been incurred.
• Incorrect carrier charges identified and verified during our billing review process.
• Any other circumstance where Whiz Delivery determines that a refund is appropriate.

If a shipping label has been generated but the shipment is not handed over to a Whiz Delivery pickup driver or carrier, the Merchant may request a refund through the Merchant Dashboard within 7 calendar days of the label generation date.

Refund requests submitted after the 7-day period will not be eligible for reimbursement.

Unused labels may be automatically voided after 15 calendar days from the date of creation. Once a label has been voided, no refund, credit, or reimbursement will be issued, regardless of whether the shipment was ultimately cancelled or not shipped.

Shipping charges are based on the shipment's:

• Actual weight
• Dimensional (volumetric) weight
• Destination
• Service level
• Applicable surcharges
• Carrier billing

Where the actual dimensions or weight differ from those declared during shipment creation, Whiz Delivery reserves the right to adjust the applicable shipping charges in accordance with carrier measurements.

Carrier measurements shall be considered final unless sufficient evidence demonstrates an error.

Refunds or credits will generally not be issued for:

• Successfully completed deliveries.
• Delivery delays caused by severe weather, road closures, customs inspections, labour disruptions, natural disasters, government actions, or other events beyond Whiz Delivery's reasonable control.
• Incorrect shipment information provided by the Merchant, including addresses, postal codes, dimensions, weight, or recipient information.
• Failed delivery attempts resulting from recipient unavailability or refusal.
• Return-to-sender charges.
• Address correction fees.
• Re-delivery requests.
• Additional charges imposed by carriers due to inaccurate shipment declarations.
• Optional services that have already been completed.
• Charges arising from prohibited, restricted, or improperly packaged shipments.

Claims relating to lost or damaged shipments must be submitted within 7 calendar days of the delivery date or expected delivery date.

All claims must include:

• Tracking number (AWB)
• Description of the issue
• Supporting photographs (where applicable)
• Commercial invoice or proof of value
• Any additional documentation requested during the investigation

Compensation, if approved, will be subject to:

• The declared shipment value.
• Any purchased shipment insurance.
• Carrier liability limitations.
• Applicable laws and regulations.

Whiz Delivery shall not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, business opportunities, or goodwill.

To request a refund or billing review, the Merchant must submit:

• AWB / Tracking Number
• Shipment date
• Detailed reason for the request
• Supporting documentation, where applicable

Requests must be submitted within 15 calendar days from the invoice date unless otherwise agreed in writing.

Requests submitted after this period may not be eligible for review.

Once all required information has been received, Whiz Delivery aims to complete its review within 7–10 business days.

Complex investigations involving third-party carriers may require additional time.

Merchants will be kept informed throughout the review process whenever possible.

Where a wallet credit is issued:

• It will be applied to the Merchant's Whiz Delivery account.
• It may be used toward future shipping charges.
• It is non-transferable unless otherwise approved by Whiz Delivery.
• It has no cash value unless expressly agreed in writing.

Whiz Delivery works with multiple carrier partners.

Certain adjustments including dimensional corrections, fuel surcharges, remote area surcharges, address corrections, additional handling fees, or other carrier-imposed charges may be applied after shipment processing.

Where such charges are valid, they may be passed through to the Merchant in accordance with the applicable service terms.

Whiz Delivery reserves the right to deny any refund request that is determined to be:

• Fraudulent
• Misleading
• Unsupported by evidence
• Submitted in bad faith
• Inconsistent with shipment records.

Repeated misuse of the refund process may result in the suspension or termination of the Merchant's account.

To the maximum extent permitted by applicable law, Whiz Delivery's total liability arising from any shipment shall not exceed the amount paid by the Merchant for the transportation service relating to that shipment, unless otherwise required by law or covered under purchased shipment insurance.

Whiz Delivery reserves the right to amend, modify, or replace this Refund Policy at any time without prior notice.

The most current version will be published on the Whiz Delivery website or Merchant Portal. Continued use of Whiz Delivery's services constitutes acceptance of the updated policy.