Refund
1. Introduction
This Refund Policy explains when customers may be eligible for a refund for courier services provided by SwiftlyThere.
2. Eligibility for Refunds
Refunds may be issued in the following situations:
A) Service Not Performed
A full refund will be issued if:
- The delivery driver has not yet been dispatched
- SwiftlyThere is unable to complete the service
B) Significant Delay Caused by SwiftlyThere
A partial or full refund may be offered if:
- The delay was within our control
- The delay significantly impacted the customer
C) Duplicate Payments
If a customer is charged twice for the same booking, the duplicate payment will be refunded in full.
3. Non‑Refundable Situations
Refunds will not be issued if:
- Incorrect or incomplete address details were provided
- The recipient was unavailable and a re‑delivery was required
- Delays were caused by traffic, weather, road closures, or other external factors
- The parcel was not packaged securely and damage occurred
- The customer cancels after the driver has been dispatched
4. Refund Process
To request a refund, customers must contact us within 7 days of the delivery date.
When submitting a refund request, customers must provide the following information to help us process the request efficiently:
- Full name
- Booking reference or order number
- Delivery date
- Reason for the refund request
- Proof of payment (such as a receipt or transaction confirmation), where available
- Contact email address or phone number
Incomplete requests may delay the refund process.
We aim to review and process all eligible refund requests within 5 working days of receiving the required information.
5. Method of Refund
Refunds will be issued to the original payment method unless otherwise agreed.
6. Contact
Email: swiftlythere@outlook.com
Complaints Policy
1. Introduction
SwiftlyThere is committed to providing a reliable and professional courier service. If something goes wrong, we want to resolve it quickly and fairly.
2. How to Make a Complaint
Customers can submit complaints via:
- Email: swiftlythere@outlook.com
Please include:
- Tracking number
- Description of the issue
- Any supporting information
3. Acknowledgement
We will acknowledge all complaints within 24 hours.
4. Investigation
We will:
- Review the delivery history
- Contact the driver if needed
- Check tracking and proof of delivery
- Assess whether service standards were met
5. Resolution
We aim to resolve all complaints within 7 working days.
Possible outcomes include:
- Explanation
- Service correction
- Refund or partial refund
- Internal review to prevent recurrence
6. Record Keeping
All complaints are logged and reviewed regularly to improve our service.