FlexDelivery24 Refund and Cancellation Policy
Effective Date: 21/11/2024
At FlexDelivery24, we strive to provide seamless and secure delivery services. We understand that cancellations may
arise due to unforeseen circumstances, and this policy outlines the conditions and processes for refunds and cancellations.

1. General Policy Guidelines
1.1. Cancellations must be initiated through the FlexDelivery24 app or web platform.
1.2. Refunds are processed back to the user’s wallet within 3–5 business days after the cancellation request is approved.
1.3. Applicable fees will be deducted from the refund based on the stage of the delivery.
2. Cancellation Scenarios
2.1 Sender Cancellation
2.1.1 Before Grace Period Expires:
The sender can cancel a job without any penalties.
The blocked amount is fully refunded to the sender's wallet.
2.1.2 After Grace Period (Before Pickup by FDA):
Sender incurs a 10% cancellation fee deducted from the blocked amount.
The remaining 90% is refunded to the sender’s wallet.
2.1.3 After FDA Picks Up the Package:
Sender may request a return of the package.
Refund Breakdown:
FDA receives 70% of the agreed delivery fee for their efforts.

Sender pays 2% Marketplace Value Protection (MVP) and 1% return management fee.
The cost of waybill for package return is charged to the sender.
The remaining balance is refunded to the sender’s wallet after all deductions.
2.2 FDA Cancellation
2.2.1 Before Accepting the Job (Grace Period):
FDA can cancel without penalty. The job will be reassigned to another FDA or returned to the sender for re-listing.
2.2.2 After Accepting the Job (Before Pickup):
FDA incurs a 10% penalty of the agreed delivery fee, which is deducted from their security deposit.
The sender is refunded the full blocked amount.
2.2.3 After Picking Up the Package:
FDA must return the package to the sender or the nearest FlexDelivery24 office.
Refund Breakdown:
FDA forfeits 25% of the agreed delivery fee, deducted from their security deposit.
Additional charges for waybill or package return may apply.
Sender is refunded the remaining blocked amount after deductions for package return costs.
2.3 Recipient Cancellation (POD Orders)
2.3.1 Before Delivery:
Recipient forfeits 2% of the POD amount as a service fee.
The remaining amount is refunded to the recipient’s wallet.
The sender is notified of the cancellation.
2.3.2 After Delivery Attempt:
If the recipient is unavailable or refuses the package:
Additional charges may apply for reattempted deliveries or package returns.
Sender and recipient may negotiate the next steps, or the sender may initiate a dispute.
3. Refund Processing Timeline
3.1 Refunds are processed within 3–5 business days from the date of cancellation approval.
3.2 Refunds are credited to the user’s FlexDelivery24 wallet for future use. Users may withdraw wallet funds to their
linked bank accounts, subject to withdrawal fees.

4. Additional Terms
4.1 If the package is reported as damaged, missing, or delayed, users can initiate a dispute instead of a cancellation.
The FlexDelivery24 dispute resolution process will determine liability and applicable refunds.
4.2 FlexDelivery24 reserves the right to withhold refunds for violations of platform policies or suspected fraudulent activity.

5. Contact Us
For questions or assistance regarding refunds and cancellations, please contact our support team:
Email: support@flexdelivery24.com
Phone: +234 803 643 7241
Live Chat: Available on the FlexDelivery24 app or website.