Refund Policy

This Refund Policy explains when customers may qualify for a refund of payments made for courier, parcel and logistics services provided by Transkro Express, a service operated by Transkro Ltd.

This policy applies mainly to payment refunds, duplicate payments, failed transactions, cancellations and undelivered services. Claims relating to parcel loss, damage, partial loss, misdelivery or other service failures are handled under our Customer Compensation Policy.

1. Scope of This Policy

This Refund Policy applies to:

• duplicate or excess payments;
• verified failed electronic transactions;
• eligible cancellations made before dispatch;
• services that Transkro Express is unable to provide;
• overcharges or payment errors confirmed in our records; and
• other payment-related matters approved by Transkro Express.

2. Duplicate or Excess Payments

Where a customer is charged more than once for the same shipment or pays an amount greater than the approved service charge, the duplicate or excess amount may be refunded after the transaction has been verified.

Customers should provide the tracking number, payment reference, amount paid, date of payment and any supporting bank, mobile money or card transaction evidence.

3. Failed Electronic Transactions

Where an electronic payment is debited from the customer's account but is not successfully recorded as paid by Transkro Express, the customer should first allow time for any automatic reversal by the bank, mobile money provider or payment processor.

Where the amount is not automatically reversed, Transkro Express may investigate the transaction with the relevant payment provider. A refund will only be processed after the payment has been confirmed as received or settled to Transkro Express.

4. Cancellation Before Dispatch

A customer may request cancellation before the parcel has been dispatched or before transportation or delivery activity has commenced.

Where cancellation is approved, the customer may qualify for a full or partial refund. Any reasonable costs already incurred for pickup, packaging, handling, documentation, payment processing or other services may be deducted from the refundable amount.

5. Cancellation After Dispatch

Once a parcel has been dispatched, transferred to a transport partner, placed in transit or delivery activity has begun, the original service charge will generally not be fully refundable.

Transkro Express may still attempt to stop, redirect or return the shipment where operationally possible. Additional return, handling, storage or redirection charges may apply.

6. Services Not Provided

Where Transkro Express is unable to provide a paid service for reasons attributable to the company and no reasonable alternative is accepted by the customer, a full or partial refund may be approved.

Where part of the service has already been performed, only the unperformed portion may be eligible for refund.

7. Non-Refundable Charges

The following will generally not be refundable:

• delivery or transport services already completed;
• charges for services already substantially performed;
• payment processing costs that are not recoverable from the payment provider;
• pickup, packaging, storage, redirection or return charges already incurred;
• additional charges caused by incorrect information supplied by the customer;
• charges arising from prohibited or restricted items;
• costs resulting from the sender's or recipient's failure to comply with our service requirements; and
• amounts covered by a separate written agreement or corporate service contract.

8. Partial Refunds

Transkro Express may issue a partial refund where part of the service has been completed, part of the service charge has been earned, or reasonable expenses have already been incurred.

The amount refunded will be determined from the service actually provided, operational costs incurred and the circumstances of the request.

9. Loss, Damage and Misdelivery Claims

Refunds under this policy are different from compensation for parcel loss, damage, partial loss, misdelivery or other service failure.

Such claims are assessed under the Transkro Express Customer Compensation Policy. For parcels where no value was declared, approved compensation is limited to the lower of three times the parcel fee paid or GHS 500. For declared-value parcels, compensation may be considered up to the lower of the declared value, verified replacement value or the applicable liability limit.

Damage claims should be submitted within seven (7) days of delivery. Loss claims should be submitted within fourteen (14) days after the expected delivery date.

10. Refund Request Requirements

A refund request should include:

• the customer's full name and telephone number;
• the parcel tracking number;
• the payment date and amount;
• the payment method and transaction reference;
• the reason for the refund request;
• proof of payment; and
• any other document reasonably required to verify the request.

Failure to provide sufficient information may delay the assessment of the request.

11. How to Submit a Refund Request

Refund requests may be submitted at a Transkro Express branch, through an approved customer service channel or by email.

Customers should submit payment-related refund requests as soon as possible after becoming aware of the issue.

12. Review and Decision

Transkro Express will review the shipment record, payment status, transaction information, service activity and supporting evidence before making a decision.

A refund request may be approved, partially approved, rejected or referred for further investigation. The customer may be contacted where additional information is required.

13. Refund Processing Time

Approved payment refunds will be processed within a reasonable period after approval and completion of all required verification.

The time taken for the funds to appear in the customer's account may depend on the bank, mobile money provider, card network or payment processor. Transkro Express is not responsible for delays caused solely by the customer's financial service provider after a refund has been successfully initiated.

14. Refund Method

Refunds will ordinarily be made through the original payment method where reasonably possible. Depending on the circumstances, a refund may also be made by mobile money, bank transfer, cash reversal, service credit or another approved method.

Transkro Express may verify the identity of the customer or account holder before processing a refund.

15. Compensation Payment Timeframe

Where a matter is approved as a compensation claim rather than a payment refund, Transkro Express will endeavour to process the approved compensation within thirty (30) days from the date of claim approval, subject to receipt of all required documents.

16. Fraudulent or Misleading Requests

Refund or compensation requests containing false, altered, misleading or fraudulent information will be rejected. Transkro Express may suspend the request, recover any amount wrongly paid and refer suspected fraud to the appropriate authorities.

17. Appeals and Complaints

A customer who is dissatisfied with a refund decision may request a review and provide additional supporting information.

Appeals concerning compensation claims should be submitted in writing within fourteen (14) days after the customer receives the claim decision.

18. Relationship With Other Policies

This Refund Policy should be read together with our:

• Terms of Service;
• Delivery Policy;
• Prohibited Items Policy;
• Privacy Policy; and
• Customer Compensation Policy.

19. Changes to This Policy

Transkro Express may revise this Refund Policy to reflect changes in our payment methods, services, operations, legal obligations or business practices. The updated policy will be published on this page with a revised effective date.

20. Contact Us

For refunds, compensation claims or payment-related concerns, contact Transkro Express through the following channels:

Transkro Express is a courier, parcel and logistics service operated by Transkro Ltd. This Refund Policy addresses payment refunds and cancellations. Parcel loss, damage, partial loss, misdelivery and related service-failure claims are governed by the Customer Compensation Policy.