User Deactivation Procedure

Our User Deactivation Procedure outlines the steps taken when an account is deactivated, either at the request of the user or due to a policy violation. Upon deactivation, access to the account is suspended, and associated data may be archived or deleted in accordance with our data retention policy. Users may be notified prior to deactivation and provided with options to appeal or reactivate, depending on the circumstances.

To initiate account deactivation, please contact your designated Point of Contact (POC).
The deactivation process will begin only after all your shipments have been successfully closed.
Once the request is processed, any remaining wallet balance will be transferred to your registered bank account.

Reimbursement Policy

Our Reimbursement Policy outlines the conditions under which customers are eligible to receive compensation for eligible transactions. Refunds or reimbursements may be issued in cases such as overpayments, service disruptions, or product issues, subject to verification and approval. All requests must be submitted with relevant documentation within the specified timeframe. Approved reimbursements will be processed to the original payment method or an alternative as agreed upon.

Unpicked Shipments: You may cancel orders that have not been picked up. Once canceled, the refund will be instantly credited to your wallet.
Insured Shipments: In case of loss, you are eligible to receive up to 98% of the invoice value, subject to verification.
Damaged Insured Shipments: To process a damage claim, it is mandatory to provide packaging and unboxing videos.
Non-Insured Shipments: For lost shipments, a Certificate of Fact (COF) will be issued, or a refund will be processed based on the lost liability clause.
Damaged Non-Insured Shipments: Similar to insured shipments, packaging and unboxing videos are required. A COF or partial refund will be provided as per the liability terms.

Refunds will be credited to your wallet or directly to your bank account, based on your preference.