Refund & Cancellation Policy

01 Introduction

TranzUp Express SMC (Pvt.) Ltd. (“TranzUp”, “we”, “us”, or “our”) provides courier, logistics, shipment booking, delivery coordination, cash-on-delivery support, and related services to individuals, businesses, and online merchants.

This Refund & Cancellation Policy explains the circumstances under which customers may request cancellation or a refund for payments made for TranzUp services.

02 Payment for Services

Customers may make payments through payment methods and payment gateways made available by TranzUp, including debit cards, credit cards, bank transfers, digital payment methods, and other supported payment methods.

A payment may be charged for shipment booking, delivery services, logistics services, account services, or other services offered by TranzUp.

03 Cancellation of Services

A customer may request cancellation of a service before the service has been substantially processed or the shipment has entered the applicable delivery process.

Cancellation requests should be submitted through TranzUp customer support with the relevant order, shipment, transaction, or reference number.

Once a shipment has been picked up, dispatched, delivered, returned, or otherwise processed, cancellation may no longer be possible. In such cases, any refund will be considered according to the circumstances of the transaction and the applicable service terms.

04 Eligibility for Refund

A customer may be eligible for a full or partial refund in circumstances including:

• A payment was successfully processed but the requested service was not provided.
• A payment was made more than once for the same service due to a duplicate transaction.
• TranzUp cancels a service and the customer has already paid for that service.
• A payment was incorrectly charged due to a technical or processing error attributable to TranzUp.
• A shipment or service qualifies for a refund under the applicable service terms.

Refund eligibility may depend on the stage of service fulfillment and any costs already incurred in providing the service.

05 Non-Refundable Charges

Certain charges may not be refundable where the service has already been performed or costs have already been incurred. These may include, where applicable:

• Pickup charges after successful pickup
• Delivery charges after completion of delivery
• Return-to-origin charges
• Additional handling or service charges
• Government, regulatory, tax, or third-party charges that cannot be recovered
• Services already fully or partially performed

06 Duplicate Payments

If a customer has accidentally made multiple payments for the same transaction, the customer should contact TranzUp support and provide the transaction references.

After verification, the duplicate amount may be refunded through the original payment method, subject to payment gateway and banking procedures.

07 Failed Transactions

If a customer's account or card is charged but the corresponding TranzUp transaction is not successfully completed, TranzUp will investigate the transaction.

Where the payment has been received by TranzUp but the service was not successfully created or activated, the amount may be refunded or reconciled against the customer's account, subject to verification.

If a transaction is only temporarily authorized or held by the customer's bank or card issuer, the release of the authorization may be controlled by the issuing bank or payment provider.

08 Refund Request Procedure

Customers requesting a refund should contact TranzUp customer support and provide:

1. 1 Customer name
2. 2 Registered phone number or email address
3. 3 Order or shipment number
4. 4 Transaction/reference number
5. 5 Date and amount of payment
6. 6 Reason for the refund request
7. 7 Supporting documentation, where applicable

TranzUp may request additional information to verify the transaction and prevent unauthorized refunds.

09 Refund Processing

The time required for the refunded amount to appear in the customer's account may depend on the customer's bank, card issuer, payment gateway, or other payment service provider.

TranzUp does not control processing times imposed by a customer's financial institution.

10 Refund Method

Where possible, approved refunds will be processed through the original payment method used for the transaction.

Payments made by debit or credit card will normally be refunded to the same card.

11 Partial Refunds

Where only part of a service qualifies for a refund, TranzUp may issue a partial refund.

The refund amount will be determined based on the unused portion of the service, applicable charges, and costs already incurred.

12 Fraudulent or Unauthorized Payments

If a customer believes that an unauthorized payment has been made using their card or payment account, they should immediately contact TranzUp and their card-issuing bank or financial institution.

TranzUp may investigate the transaction and cooperate with the relevant bank, payment gateway, card network, or law-enforcement authority where required.

13 Chargebacks

Customers are encouraged to contact TranzUp before initiating a chargeback where the issue concerns service quality, refund, cancellation, duplicate payment, or another matter that can reasonably be resolved directly.

Nothing in this policy limits a customer's rights under applicable payment-card rules, banking regulations, or applicable law.

For detailed chargeback procedures, see our Chargeback & Payment Dispute Policy.

14 Policy Changes

TranzUp reserves the right to update this Refund & Cancellation Policy from time to time. The updated policy will be published on the TranzUp website.