Full Refund for Early Cancellation

If you cancel before a rider is assigned, SendDeck will automatically issue a 100% refund. No fees apply.

Full Refund When Rider Is Assigned but Not En Route

If a rider has accepted your delivery but has not yet started travelling toward your pickup location, you may cancel and receive a 100% refund.

Partial Refund When Rider Is En Route

Once a rider starts moving toward your pickup address, operational costs begin. If you cancel at this stage, SendDeck refunds 90% of your delivery fee and retains 10% to compensate for rider and vendor time & resources.

No Refund After Pickup

Once a rider picks up the package, cancellation is no longer possible and no refund will be issued. At this point, the delivery is considered active and the logistics company has started executing the service.

Vendor (Logistics Company) Cancellations

If the logistics company or rider cancels the delivery (e.g., unavailable rider, operational issues), you will receive a 100% refund to your SendDeck wallet or original payment method.

Order Created

Customer submits delivery request; payment completed; no rider assigned. Refund: 100% refund.

Rider Assigned (Not En Route)

Rider accepts the job but has not started travelling to pickup. Refund: 100% refund.

Rider En Route

Rider begins travelling toward pickup location. Refund: 90% refund (10% cancellation fee retained).

Package Picked Up

Rider has collected the package from sender. Refund: No refund.

Logistics Company or Rider Cancels

The vendor cannot fulfil the job or lacks an available rider. Refund: 100% refund.

You can cancel your delivery directly from the SendDeck app. The refund amount will automatically correspond to the cancellation stage.

Package Damage (Courier Deliveries)

If your package arrives damaged due to rider negligence, submit photo/video evidence within 24 hours. SendDeck will investigate with the vendor and may offer compensation or partial refund depending on findings.

Failed Delivery Caused by Rider or Vendor

If a rider or logistics company fails to complete the delivery due to their own error (e.g., improper attempt, failure to follow drop-off procedure), SendDeck will refund the delivery fee or arrange redelivery at no extra cost.

Failed Delivery Caused by Customer Error

No refund will be issued for: incorrect or incomplete pickup/drop-off addresses, customer unavailability or refusal to accept delivery, missed calls/verification steps, or multiple failed delivery attempts caused by the customer.

Duplicate Charges, Technical Errors, or Billing Issues

If you experience a billing issue or technical problem, SendDeck will issue a refund of any verified incorrect charges.

All claims must be raised within 24 hours of delivery with appropriate evidence (photos, videos, screenshots).

Cancel Directly in the App

You can cancel your delivery from the SendDeck app. The refund amount applied will automatically correspond to the cancellation stage.

Request Support for Delivery Issues

For disputes or service problems, email support@senddeck.ng. Include: Order ID, description of issue, evidence (photos, videos, screenshots), and contact phone number.

Time Limit

All claims must be raised within 24 hours of delivery to be eligible for review.

Refund Processing Timeline

Approved refunds are processed within 3–7 business days depending on your bank or payment provider.

Wallet Credits

In some cases, we may offer refunds as SendDeck wallet credits, which can be used for future deliveries. This option may be faster than bank refunds.

If you prefer a different refund method than your original payment, please indicate this in your refund request.

Cancellations After Package Pickup

Once a rider has picked up your package, the delivery is considered active and cancellations are not permitted.

Deliveries Affected by Incomplete or Incorrect Customer Details

Failed deliveries caused by wrong addresses, incomplete instructions, or incorrect contact information provided by the customer are not eligible for refunds.

Customer-Caused Failed Deliveries

No refund will be issued if the customer is unavailable, refuses to accept the package without valid reason, or misses verification calls.

Claims Submitted Without Evidence

Refund requests for damaged packages or service quality issues must include appropriate evidence (photos, videos) to be considered.

Abuse of SendDeck's Refund or Support Systems

SendDeck reserves the right to refuse refunds where misuse or fraudulent behaviour is detected.

Personal Dissatisfaction Unrelated to Service Quality

Refunds will not be issued for reasons such as 'changed my mind,' timing preferences, or other personal reasons unrelated to service delivery.

Service Quality Issues

If the service was provided but did not meet expected standards (e.g., minor delays, unprofessional conduct), we may offer a partial refund or service credit.

Package Condition Issues

If a package arrives damaged but the delivery was completed, we may offer a partial refund while investigating the cause of damage.

Late Stage Cancellations

If you cancel after a rider has started traveling to the pickup location, a partial refund (90%) may be issued to cover the rider's time and effort.

The amount of any partial refund is determined at SendDeck's discretion based on the circumstances of each case.

Escalation

You may request escalation of your case to a senior member of our customer support team for further review.

Additional Evidence

You may provide additional evidence or documentation to support your refund claim during the escalation process.

Final Decision

After escalation and review of all available information, a final decision will be made by our management team. This decision is binding.

Legal Recourse

If you remain dissatisfied after exhausting our internal dispute resolution process, you may seek legal recourse as outlined in our Terms and Conditions.

Independent Contractors

You acknowledge that riders and vendors (logistics companies) are independent contractors, not SendDeck employees.

Limited Liability

SendDeck is not responsible for vendor mistakes beyond the refund and resolution mechanisms described in this policy.

Maximum Liability

SendDeck's maximum liability for any claim is limited to the delivery fee paid, unless required otherwise by law.

Right to Refuse Refunds

SendDeck reserves the right to refuse refunds where misuse or fraudulent behaviour is detected.

This ensures SendDeck is legally protected while keeping the process fair for customers, riders, and logistics companies.

Notification of Updates

Updated versions will be published in the app and on the website. Continued use of the platform constitutes acceptance of the updated terms.

Effective Date

Any changes to this policy will be effective from the date specified in the updated version. The 'Last Updated' date at the top indicates when this policy was last revised.

Review Regularly

We encourage you to review this Refund and Cancellation Policy periodically to stay informed about your rights and our procedures.

Email Support

support@senddeck.ng - For all refund requests and customer service inquiries

In-App Support

Use the 'Help' or 'Support' feature in the SendDeck mobile app to submit refund requests and track their status in real-time.

Company Address

SendDeck Limited, Lagos, Nigeria

Our customer support team is here to help you with any refund-related inquiries. We aim to respond to all queries within 24 hours.