Refund Policy

Effective Date: 1 January 2025 | Last Updated: 18 August 2026

At DB Global Logistics Ltd, we are committed to fair refund practices while protecting our business operations. This Refund Policy outlines the circumstances under which refunds are granted and how they are processed.

1. Delivery Cancellation Before Pickup

✓ Refundable

A full refund will be issued if the delivery request is cancelled before the rider is assigned or before the package is picked up.

2. Delivery Cancellation After Pickup

✗ Non-Refundable

No full refund will be granted once the package has been picked up. Any refund approved will be subject to deductions for transportation and operational costs already incurred.

3. Failed Delivery Due to Customer Unavailability

If the recipient:

• Is unreachable
• Refuses to answer calls
• Is not available at the delivery location

The delivery fee is non-refundable. Additional charges may apply for re-delivery.

4. Payment on Delivery (POD)

For Payment on Delivery transactions:

• ✓ Funds collected from recipients will be remitted according to the agreed remittance schedule.
• ✗ Delivery charges are non-refundable once delivery has been successfully completed.

5. Lost or Damaged Items

DB Global Logistics Ltd will investigate all claims. Compensation may be considered only where negligence by DB Global Logistics Ltd is established. Claims must be reported within 24 hours of delivery.

6. Incorrect Information Provided by Customer

No refund shall be granted where delays or failed deliveries result from:

• Wrong address
• Incorrect phone number
• Incomplete recipient details

7. Refund Processing Time

Approved refunds will be processed within 3–7 working days through the original payment method or designated bank account.

8. Non-Refundable Services

The following are non-refundable:

• Successfully completed deliveries
• Same-day delivery services already dispatched
• Re-delivery charges
• Waiting time charges
• Return delivery charges

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See also: Terms of Service | Privacy Policy | Prohibited Items