This policy explains when a payment, courier booking, wallet deposit, recharge request or return shipment may qualify for cancellation, reversal or refund. Eligibility depends on the transaction status, costs already incurred and the rules of the applicable courier, payment or recharge provider.
1. Courier booking cancellation
You may request cancellation before a shipment is handed over, collected, processed, manifested, booked with a carrier or submitted to customs. Where no non-recoverable cost has been incurred, the eligible paid amount may be refunded. If pickup, documentation, packing, payment gateway, carrier, customs, handling or other costs have already been incurred, those amounts may be deducted.
2. After shipment processing or handover
Once a shipment has been collected, handed over, manifested, dispatched, submitted to customs or accepted by a courier partner, the shipping charge is generally non-refundable. A return or recall may still be requested where operationally possible, but additional return, handling, storage, duty or carrier charges may apply.
3. Failed or cancelled payments
A payment marked failed or cancelled is normally not treated as received. If money was debited but the payment was not credited to your account or booking, contact us with the transaction reference and proof of debit. After verification with the provider, the amount may be credited or refunded according to the provider's settlement process.
4. Duplicate or excess payment
Verified duplicate or excess payments may be refunded or credited to the customer wallet after deducting any non-recoverable provider charge. We may request transaction evidence and account verification before processing.
5. Wallet deposits
A successfully credited wallet deposit is normally intended for use with FLYEX BD services. A withdrawal or refund request may be reviewed where the balance is unused, the source of funds is verified, no chargeback or fraud concern exists and the payment provider permits the reversal. Promotional credits, bonuses and earned commissions are not refundable unless expressly stated.
6. Mobile recharge and offer recharge
Recharge requests are generally non-refundable once accepted or completed by the operator or provider. A pending or failed recharge may be retried, reversed or refunded after provider confirmation. No refund is available for a correct recharge sent to a phone number or operator entered incorrectly by the customer.
7. Customs, duties and third-party fees
Customs duty, tax, inspection, storage, destination charge, brokerage, return fee and other third-party costs are refundable only if the relevant authority or provider returns them to us. Payment gateway or financial service charges may be non-refundable.
8. Undeliverable and returned shipments
Failure to deliver because of an incorrect address, unavailable recipient, refused parcel, unpaid destination charge, customs rejection, prohibited contents or missing documentation does not normally qualify the original shipping charge for refund. The customer may also be responsible for return or disposal costs.
9. Lost or damaged shipment claims
A loss or damage claim is not the same as a cancellation refund. Claims are reviewed under the accepted courier service, declared value, packaging condition, available insurance, carrier rules and submitted evidence. Report an issue promptly and retain the parcel, packaging, photographs, invoice and proof of value.
10. How to request a refund
Contact us using the email or phone below and provide your account information, booking or transaction number, amount, payment date, reason and supporting evidence. We may request identity verification, bank or mobile financial service details, shipment documents or a written declaration.
11. Processing method and time
Approved refunds are normally returned to the original payment method or credited to the customer wallet, depending on technical availability and provider rules. Processing time begins after approval and may vary because of banking, payment gateway, carrier or operator settlement schedules.
12. Contact
Refund and return requests may be sent to info@flyexbd.com or submitted by calling 01325755459.