Refund policy

This is the case that matters most. If your payment succeeds and the carrier booking then fails — an outage, an address the carrier rejects, a route that closed — your shipment shows as a failed booking and we contact you.

We either book it again at no extra cost to you, or refund you in full — your choice. Nothing was collected, so nothing is deducted. A failed booking is never quietly kept as our money.

Contact support with your reference. If the carrier has not collected the parcel yet, we cancel the booking and refund you. Carriers charge a fee for cancelling a booked waybill (currently up to ₦700); if any of it is to be deducted, we tell you the exact amount before you confirm, and nothing is refunded or charged until you do.

For DrWaybill Cargo, you can cancel for a full refund until the parcel has been shipped from our office.

Once a carrier has the parcel, the journey has begun and the shipping fee is generally not refundable. If the carrier returns it undelivered, a refund depends on why: a carrier failure is refunded; a wrong address or a refused delivery is not, because the journey was made.

A lost or damaged parcel is a claim, not a refund of our fee. If you insured it, the claim is made through us under that cover. If you did not, it is a claim against the carrier and limited by the carrier’s liability limits — often well below the value of the goods. Either way, we make it with you and share every record we hold.

If a carrier accepts that a shipment was never delivered, we also refund the shipping fee you paid us.

Delays. Delivery times are estimates, not a guarantee, so a parcel that arrives late is not a refundable failure.

Failed deliveries caused by the details you gave: a wrong address, an unreachable phone number, or nobody there to receive it. A drop-off parcel that was never dropped off is refunded as a cancellation (clause 2). Customs duties and taxes are charged by the destination country and are not ours to return.

Refunds go back through Paystack to the card or account you paid with. We do not refund to a different account, and we never ask for your card details to process one — if anyone claiming to be us does, it is not us.

We send the refund within 2 working days of agreeing it. Paystack and your bank then usually take 5 to 10 working days to show it, which is outside our control.

Contact support with your shipment reference and what went wrong, within 30 days of booking. Carriers close their own claim windows quickly, and after theirs closes we have less to work with.