Refund Policy
Last updated: 25 September 2026
This policy covers refunds of charges paid to THE FLYING BOX COURIER AND CARGO. It does not replace airline, customs, or destination-duty rules.
1. When a refund may be given
- A booking is cancelled before pickup and no non-refundable cost has been incurred
- We are unable to provide the booked service and no alternative is accepted
- A duplicate payment is made in error
- An overcharge is confirmed after a rate review
2. When a refund is not given
- The shipment has already been collected, exported, or delivered
- Delay is caused by customs, incomplete documents, weather, or the destination carrier
- The receiver refuses the parcel or provides an incorrect address
- Duties, taxes, storage, or third-party charges already paid on your behalf
- Loss or damage claims, which are handled separately under our terms
3. How to request a refund
Send a request through the Contact Us page with your booking or tracking number, payment reference, and reason. We may ask for extra documents before we decide.
4. Review and payment
Eligible refunds are normally processed to the original payment method after review. Bank or gateway timelines are outside our control. Approved refunds are typically completed within 7 to 14 working days after confirmation.
5. Partial refunds
If part of the service has already been performed (for example pickup or documentation), we may refund only the unused portion after deducting costs already incurred.
6. Related policies
See our Cancellation Policy and Terms & Conditions for when a booking can be stopped.