Refund & Cancellation Policy
Last updated: 1 January 2026
1. Cancelling before pickup
You may cancel a shipment free of charge any time before a rider is dispatched. Cancellations are made from your dashboard or by contacting support.
2. Cancelling after dispatch
Once a rider is en route to the pickup point, a dispatch fee equal to 30% of the quoted total may be retained to cover rider time and fuel.
3. Cancelling after pickup
Once the consignment is in transit, the shipment is generally non-refundable, as the service has been substantially performed.
4. Failed deliveries
If delivery fails because the recipient is unavailable, refused the item, or the address was incorrect, one re-attempt is provided at no extra charge when within the same city. Further attempts are billed at the standard rate for the route.
5. Lost or damaged items
Where liability is accepted, refunds are issued to the original payment method within 5–10 working days of the claim decision. Insured shipments are refunded up to the declared value.
6. Duplicate or erroneous charges
Duplicate charges and processing errors are refunded in full. Please report them within 30 days with your payment reference.
7. Payment gateway refunds
Refunds processed through Paystack follow Paystack's own settlement timelines, typically 5–10 working days depending on your bank.
8. How to request a refund
Email support@fredicare.com with your tracking number, payment reference and reason for the request. Our finance team responds within 2 working days.