Refund and Cancellation Policy for Ostra Logistics Ltd

1. Introduction

Welcome to Ostra Logistics Ltd. This Refund and Cancellation Policy ("Policy") outlines the conditions and procedures for cancelling delivery requests and requesting refunds. By using our services via our mobile app, website, or physical office, you agree to this Policy.

2. Cancellation Policy

2.1. How to Cancel

To cancel a delivery request, please contact us using the following methods:

• Email: info@ostralogistics.com
• Phone: +234 907 588 9984, +234 814 110 2451

Provide your order number, reason for cancellation, and any other relevant information to ensure a prompt process.

2.2. Cancellation Time Frames

• Express Delivery: Cancellations must be made before 12 PM on the same day of the order. Orders cannot be cancelled after 12 PM as the delivery process will be underway.
• Normal/Next Day Delivery: Cancellations must be made at least 4 hours prior to the scheduled pickup time.
• Scheduled Delivery: Cancellations must be made at least 24 hours before the scheduled pickup time.

2.3. Cancellation Fees

• Express Delivery: Cancellations made before 12 PM incur no fee. Cancellations after 12 PM may incur a fee of up to 50% of the delivery charge.
• Normal/Next Day Delivery: Cancellations made less than 4 hours before pickup incur a fee of up to 25% of the delivery charge.
• Scheduled Delivery: Cancellations made less than 24 hours before the scheduled pickup time incur a fee of up to 25% of the delivery charge.

3. Refund Policy

3.1. Refund Eligibility

Refunds will be processed under the following circumstances:

• Service Errors: If Ostra Logistics Ltd fails to deliver as promised or makes an error in the handling of your parcel.
• Order Cancellations by the Company: If we cancel an order due to operational issues or service limitations, a full refund will be issued.
• Customer-initiated Cancellations: If you cancel your order in accordance with the terms specified in the Cancellation Policy, the refund amount will be subject to the cancellation fees outlined.

3.2. Refund Request Process

To request a refund, contact us using:

• Email: info@ostralogistics.com
• Phone: +234 907 588 9984, +234 814 110 2451

Please provide your order number, reason for the refund request, and any relevant documentation.

3.3. Refund Processing Time

Approved refunds will be processed within 7-14 business days. Refunds will be issued to the original payment method unless otherwise specified.

3.4. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Late Cancellations: Requests for refunds made outside the allowable cancellation time frames.
• Incorrect Information: Orders with incorrect or incomplete information provided by the customer.
• Service Already Rendered: If the service has been completed or is in progress at the time of cancellation.