Home About us Privacy policy Terms and condition Contact us Vendor registration Deliveryman registration

Refund Policy

Home / Refund Policy

Refund Policy

Last Updated: [Insert Date]

1. Overview

FresiaExpress ("Company," "we," "us," "our") strives to provide a reliable delivery service connecting Customers with independent Drivers. However, issues may occasionally arise. This Refund Policy explains when and how you may be eligible for a refund, credit, or adjustment.

This policy applies to Customers who have placed a Delivery Order through the FresiaExpress App. Drivers should refer to separate payment terms.

2. Eligibility for Refunds

We issue refunds only in specific situations. General dissatisfaction or minor delays do not automatically qualify.

You may be eligible for a full or partial refund if:

Issue Refund Type
Order never delivered (Driver marked as delivered but you did not receive it) Full refund of delivery fee + item value (up to declared limit)
Wrong item delivered (completely different from what was requested) Full refund of delivery fee + item value
Item damaged during delivery (due to Driver negligence, with photo evidence) Partial or full refund of item value (not delivery fee)
Excessive delay (beyond estimated time by more than 60 minutes, not caused by weather or traffic) Partial refund of delivery fee (up to 50%)
Driver never arrived for pickup (Driver cancelled after long wait) Full refund of delivery fee + any charges
Duplicate charge (same order billed twice) Full refund of the duplicate amount
Unauthorized transaction (fraudulent use of your payment method) Full refund after verification

You are NOT eligible for a refund if:

  • You changed your mind after the Driver has already picked up the item.

  • You provided an incorrect or incomplete address.

  • You were not present to receive the delivery when required.

  • The item was perishable and you failed to receive it on time.

  • The issue is caused by a third party (e.g., weather, traffic, building security).

  • The item was a prohibited or restricted item (see Terms and Conditions).

  • You failed to report the issue within the time limit below.

3. Time Limits for Refund Requests

To request a refund, you must contact FresiaExpress support within 48 hours of the delivery completion (or failed delivery attempt).

Requests made after 48 hours will be reviewed only in exceptional circumstances and are generally denied.

4. How to Request a Refund

To submit a refund request, follow these steps:

  1. Open the FresiaExpress App.

  2. Go to Order History → Select the relevant order.

  3. Tap Report an Issue or Request Refund.

  4. Select the issue type from the list.

  5. Provide a detailed explanation and attach supporting evidence (photos, screenshots).

  6. Submit the request.

Alternatively, contact our support team via:

  • Email: refunds@fresiaexpress.com

  • In-app chat: Help Center → Contact Support

Please include:

  • Your registered phone number or email

  • Order ID (found in order history)

  • Date and time of the order

  • Clear description of the issue

  • Photos/videos if applicable (damage, wrong item, etc.)

5. Refund Review Process

Once you submit a refund request:

  1. Acknowledgment: You will receive an automated confirmation within 1 hour.

  2. Investigation: Our support team will review the request, which may include contacting the Driver for their version of events.

  3. Decision: You will receive a final decision via email/in-app notification within 3–5 business days.

  4. Resolution: If approved, the refund will be processed as described below.

We reserve the right to deny refunds that appear fraudulent, abusive, or inconsistent with our records.

6. Approved Refunds – How You Receive Money

Depending on the original payment method and your preference, refunds are issued as follows:

Original Payment Method Refund Method
Credit / Debit Card Refunded to the same card (3–10 business days depending on bank)
Digital wallet (Mercado Pago, PayPal, etc.) Refunded to the same wallet (1–3 business days)
Cash on delivery (where available) Refund issued as App credits (FresiaBalance) or bank transfer
Gift card / Promo code Refunded as new promo code (non-transferable, may expire)

Note: Delivery fees may be partially refunded at our discretion. Tips paid to Drivers are generally non-refundable unless the entire order is refunded.

7. App Credits (FresiaBalance)

Instead of a monetary refund, we may offer App credits (FresiaBalance) as an alternative. Credits:

  • Have no cash value and cannot be withdrawn.

  • Are applied automatically to your next order.

  • Expire 90 days after issuance unless otherwise stated.

  • Cannot be transferred to another account.

You may decline credits and request a cash refund to your original payment method, but this may take longer to process.

8. Chargebacks and Disputes

If you initiate a chargeback with your bank or card issuer without first requesting a refund through FresiaExpress:

  • Your account may be temporarily suspended.

  • We will investigate and provide evidence to the bank.

  • If the chargeback is found to be invalid, we may recover the amount and charge a dispute fee (up to $15 USD or local equivalent).

  • Abusive chargeback behavior may result in permanent account closure.

We encourage you to contact us first – most issues can be resolved quickly without involving your bank.

9. Refunds for Subscription or Prepaid Plans (if applicable)

If FresiaExpress offers subscription plans (e.g., FresiaPass free delivery) or prepaid delivery credits:

  • Unused subscription: Pro-rated refund for remaining days, minus any used benefits.

  • Prepaid credits: Unused credits are refundable if purchased within the last 30 days; a 10% processing fee may apply.

  • No refunds for partially used subscription months.

10. Customer Fraud and Abuse

We monitor refund patterns. If we detect excessive refund requests, false claims, or manipulation of the system:

  • Future refund requests may be denied.

  • Your account may be suspended or terminated.

  • We may report fraudulent activity to relevant authorities.

11. Driver-Related Refunds

When a refund is issued due to Driver error (e.g., non-delivery, damage), FresiaExpress may recover the amount from the Driver's future earnings, subject to our internal review process.

Drivers have the right to appeal a refund decision by contacting driverappeals@fresiaexpress.com within 7 days.

12. Changes to This Refund Policy

We may update this Refund Policy from time to time. If we make material changes, we will notify you via the App or email. Continued use of FresiaExpress after changes constitutes acceptance of the revised policy.

For minor updates, the "Last Updated" date at the top will reflect the change.

13. Contact Information

For refund requests or questions about this policy, please contact:

FresiaExpress Refund Department
Email: refunds@fresiaexpress.com
In-app: Help Center → Contact Support
Phone: [Insert number]

For unresolved disputes, please refer to our Terms and Conditions (Dispute Resolution section).

By using FresiaExpress, you acknowledge that you have read, understood, and agree to this Refund Policy.