Refund Policy for Courier Partners

At Zuboid Courier, we are committed to building strong partnerships with courier companies to ensure seamless delivery services. We understand that operational challenges may arise, and in certain cases, refunds or reimbursements may be warranted. This refund policy outlines the conditions under which refunds may be provided to our courier company partners.

1. Eligibility for Refunds

Courier companies may be eligible for refunds or reimbursement under the following circumstances:

  • Service Disruptions Caused by Platform Errors: If our platform experiences technical issues (e.g., system outages, incorrect delivery orders) that result in service failures or the inability to process orders.
  • Customer Fraud or Misrepresentation: If the customer provides false information or fraudulent details that lead to non-delivery or disputes.
  • Incorrect Billing: If the courier company is incorrectly charged for orders that were canceled by the customer prior to pickup or for services that were not rendered.
  • Delayed Payment Processing: If there is a significant delay in the payout process due to platform errors or banking issues on our side.
  • Undeliverable Orders Due to Customer Error: If a delivery is not completed due to incorrect recipient information or recipient unavailability after multiple attempts, and the courier has made every reasonable effort to deliver the package.

2. Non-Refundable Situations

Refunds will not be granted under the following conditions:

  • Courier Operational Delays: Delays caused by the courier company’s internal operations, such as staffing shortages, vehicle breakdowns, or route inefficiencies.
  • Driver or Employee Negligence: Incidents arising from the courier’s failure to comply with delivery instructions, mishandling of packages, or poor service quality.
  • Force Majeure Events: Delays or non-delivery caused by circumstances beyond reasonable control (e.g., extreme weather conditions, natural disasters, civil unrest, etc.).
  • Partial Delivery: If the package was partially delivered or the delivery failed due to the courier company not following customer-specific instructions.

3. Refund Process

  • Request Submission: To apply for a refund, courier companies must submit a formal request within 7 days of the delivery issue. Any request made after this period will be considered at the platform’s discretion.
  • Required Documentation: Courier companies must provide all relevant documentation, including the order number, delivery logs, communication records, and any evidence of the issue (e.g., screenshots of system errors, proof of customer fraud).
  • Processing Time: Once a request is submitted, our team will investigate the matter and process the refund within 14 business days.
  • Refund Method: Approved refunds will be issued either as credits to the courier company’s account on our platform or through the original payment method, as agreed upon.

4. Partial Refunds

In cases where a partial service was completed (e.g., the package was delivered late but eventually arrived), the refund amount may be adjusted accordingly.

5. Courier Company Responsibilities

  • Communication and Documentation: Courier companies are expected to communicate promptly with our platform if they experience any operational issues that could impact delivery. Documentation of such issues should be provided at the time of the refund request.
  • Compliance with Service Level Agreements (SLAs): Courier companies must adhere to agreed-upon service standards (e.g., delivery timeframes, handling of goods). Failure to do so may result in the denial of refund requests.

6. Dispute Resolution

If there is a disagreement regarding a refund decision, courier companies can escalate the issue to our dispute resolution team. We will work with all parties to reach a fair resolution within 10 business days of the dispute being raised.

7. Contact Information

For refund inquiries or to follow up on a submitted request, courier companies can contact us via info@zuboidcourier.com

8. Policy Amendments

Zuboid Courier reserves the right to amend this refund policy as needed. Courier companies will be notified of any significant changes, and are encouraged to review the policy periodically to stay informed.

By using our platform, courier companies agree to the terms outlined in this refund policy.

This policy aims to maintain a professional relationship with courier partners while addressing potential issues fairly.