Refund & Cancellation Policy

1. Full refunds

You are entitled to a full refund when:

• An order is cancelled before a driver is dispatched.
• We fail to assign a driver within the promised window (and you choose to cancel rather than wait).
• A package is lost in our custody (subject to the liability cap in our Terms).
• An online sale is paid for but the item is out of stock and cannot be supplied.
• A scheduled service is cancelled by us and cannot be rescheduled to a time acceptable to you.

2. Partial refunds & service credits

• Delivery delayed beyond the promised time due to our fault — the urgent / express surcharge is refunded.
• Package damaged in transit — refund proportionate to declared and documented value, subject to liability cap.
• Multi-stop bookings where one or more stops are not completed for reasons within our control — pro-rated refund per uncompleted stop.
• Freight delivered short of declared weight or piece count — refund proportionate to the missing portion.
• For repeat customers, refunds may be issued as KimTech account credit valid for 12 months, at the customer's option.

3. Situations where no refund is given

• Recipient unavailable, refuses delivery, or cannot be reached after a driver arrives at the correct address (a redelivery fee may apply).
• Incorrect, incomplete, or fake address provided by the sender.
• Prohibited items confiscated, detained, or destroyed by authorities.
• Damage caused by inadequate packaging or undeclared fragility.
• Loss or delay caused by force majeure, port/airport closures, or customs holds.
• Perishable goods that spoil due to recipient unavailability or environmental conditions outside our reasonable control.

4. Cancellation fees

5. Online sales & product returns

For physical goods purchased through our online store or partner shops:

• Damaged or incorrect items: notify us within 48 hours of delivery with photographs. We will arrange free pickup and either replace the item or issue a full refund.
• Change of mind: unopened, unused items in original packaging may be returned within 7 days of delivery. A 10% restocking fee and the return delivery cost are deducted from the refund.
• Non-returnable: perishables, intimate/personal-care items, customized or made-to-order goods, opened software/media, gift cards, and items marked "final sale".

6. Freight loss & damage claims

• Note any visible damage or shortage on the delivery receipt at the time of acceptance.
• Submit a written claim within 7 days for damage / shortage and within 30 days for non-delivery, with photos, packing list, commercial invoice, and proof of declared value.
• Settlement is the lesser of documented value or the liability cap stated in our Terms of Service, unless additional cargo insurance was purchased.

7. Processing times

Once approved, refunds are returned to the original payment method:

• Cash / MMG: same-day or next business day.
• Bank transfer: 3–5 business days.
• Card payments: 5–10 business days (depending on issuing bank).
• KimTech account credit: instant.

8. How to request a refund

1. Contact us within the applicable window above with your order or tracking number.
2. Include a brief description of the issue and any supporting photos or documents.
3. We will acknowledge within 1 business day and respond with a decision within 5 business days.

Phone / WhatsApp: +592 719 8012  ·  Email: info@kimtechsolution.com

9. Disputes & escalation

If you are not satisfied with our decision, you may escalate to management at the contact above. Unresolved disputes are handled under the Governing Law section of our Terms of Service.