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Legal

Refund Policy

Last updated: 2nd October 2026

This policy explains when amounts paid to TranspoShip can be refunded and how a refund is processed. It should be read together with the Terms and Conditions and the Payment Policy.

1. General principle

Payments made for shipping services are non-refundable once a shipment has been picked up by the courier partner, except in the situations described below.

2. When a refund applies

  • A shipment is cancelled before the courier partner collects it — the freight charged for that shipment is credited back to your wallet.
  • An amount is debited more than once, or debited in error, because of a technical fault.
  • A weight dispute is resolved in your favour — the difference is credited back.
  • A courier partner accepts a lost-shipment or damage claim — the approved claim amount is credited according to that partner's terms.

3. When a refund does not apply

  • Shipments that are delivered, are in transit, or have been returned to origin (RTO).
  • Delivery delays caused by the courier partner, weather, strikes, regulatory checks or other events outside our control.
  • Shipments that contain prohibited or restricted items, or that were booked with incorrect details.
  • Promotional or bonus credits, which have no cash value.

4. Wallet balance

Refunds for cancelled shipments are returned to your TranspoShip wallet and can be used for future bookings. If you close your account, you may ask for the unused paid balance — excluding promotional credits — to be returned to the original payment source, subject to verification and any outstanding dues.

5. How to request a refund

  • Raise a request from the Support section of your dashboard, or email support@transpoship.com.
  • Include the AWB number, transaction reference and the reason for the request.
  • Requests should be raised within 7 days of the transaction or event concerned.

6. Processing time

Approved wallet credits are normally applied within 3–5 business days. Refunds to a bank account or card can take 7–10 business days, depending on your bank or payment provider.

7. Changes to this policy

We may revise this policy from time to time. The current version is always published on this page with a new "last updated" date, and continuing to use the platform after a revision means you accept it.

8. Contact us

Questions about this policy can be sent to our support team.