ikWik — Refund & Cancellation Policy

This Refund & Cancellation Policy explains how ikWik handles cancellations, refund requests, delivery-related payment disputes, and chargebacks. It forms part of the Terms of Service. If a consumer-protection law gives you a right that differs from this Policy, that law controls to the required extent.

CONTACT US FOR A REFUND

1. Marketplace and Payment-Provider Role

ikWik is a technology marketplace that connects Senders with independent Travelers. ikWik does not transport packages, take custody of packages, or guarantee a delivery outcome. Payments and refunds are processed by independent payment providers, including Stripe when Stripe is the payment method used for the transaction. Those providers, banks, card networks, and payment methods have their own terms, verification requirements, processing times, and availability rules.

Where Stripe Checkout is used, payment-method details such as card or bank credentials are entered into and processed by Stripe's hosted payment experience; ikWik does not receive or store the full payment-card number. Stripe and other payment providers may receive and process the transaction, contact, device, fraud-prevention, and order information needed to authorize, process, or refund a payment, as described in our Privacy Policy and the provider's own privacy notice.

2. When a Payment Is Eligible for Review

A Sender may request a cancellation or refund through the Platform or by contacting support. Eligibility depends on the shipment status, the information available to us, the Terms of Service, this Policy, and applicable law. Submission of a request does not itself guarantee a refund.

• Before a Traveler accepts: a Sender may cancel, and ikWik will generally initiate a refund of the amount paid for the shipment, subject to any non-refundable third-party processing fee and applicable law.
• After acceptance but before handover: a Sender may request cancellation. If no package has been handed over and no service has started, ikWik will generally initiate a refund subject to the same third-party-fee and legal limitations.
• Traveler cancels before pickup: ikWik will generally initiate a refund, provided the transaction and shipment records support the request.
• After handover or while in transit: cancellation and refund requests require review. Depending on the facts, ikWik may decline the request, approve a full or partial refund, or seek to re-match the shipment where available.

3. Failed, Delayed, Lost, or Damaged Deliveries

For a reported failed, incomplete, materially delayed, lost, or damaged delivery, ikWik may review delivery status, tracking records, messages, handover or delivery evidence, photos, declarations, and information supplied by the Sender, Traveler, recipient, and payment provider. Refunds are not automatic. Any decision will take into account the parties' compliance with the Terms, the declared package information, the cause of the issue, applicable law, and available evidence.

ikWik is not an insurer. If a separate protection or insurance product is expressly offered for a transaction, it is governed only by the disclosed provider terms, eligibility criteria, exclusions, coverage limits, and claims process. A refund does not create insurance coverage or a guarantee of recovery for a package's value.

4. Circumstances That May Limit or Exclude a Refund

To the maximum extent permitted by law, a refund may be reduced or declined where the issue arises from or is materially affected by:

• a prohibited, illegal, counterfeit, restricted, undeclared, inaccurately declared, or unsafe package;
• incorrect, incomplete, or misleading pickup, recipient, customs, value, contents, weight, or destination information;
• a customs, border, airline, transport-provider, government, sanctions, safety, or legal action outside ikWik's control;
• a recipient's refusal or inability to accept the package, or a Sender's or recipient's failure to cooperate with a reasonable handover or verification step;
• force majeure, including natural events, public-health events, conflict, transport disruption, or communications outages; or
• fraud, abuse, chargeback misuse, or a breach of the Terms or this Policy.

These circumstances do not limit any non-waivable rights you may have under applicable law.

5. Refund Method, Currency, and Timing

If a refund is approved and the original payment is eligible for a provider refund, ikWik will instruct the payment provider to return funds to the original payment method where possible. Refunds are not paid in cash, to a different card or account, or to an unrelated third party. A payment provider, bank, card issuer, or local payment method may reject, delay, reverse, or otherwise handle a refund under its own rules; ikWik does not control those actions.

Refunds are initiated in the original payment currency and amount where the provider supports it. Foreign-exchange rates, issuer charges, payment-method fees, and the amount displayed in an account's preferred currency may differ from the amount ultimately credited by the bank or payment provider. We do not control those differences. Any provider processing estimate is not a guarantee of when your bank, card issuer, or payment method will make funds available.

6. Subscriptions, Credits, and Optional Services

If subscriptions, package credits, or optional services are offered, the price, billing interval, cancellation instructions, and any refund terms displayed at purchase apply in addition to this Policy. Unless required by law or expressly stated at purchase, fees for an active billing period, used credits, completed services, or optional services already started are non-refundable. Cancelling a subscription stops future renewal charges where the cancellation is completed before the next renewal date; it does not automatically refund a current billing period or unused credits.

7. Disputes and Chargebacks

Please contact ikWik Support before filing a chargeback so we can review the issue and, where appropriate, ask the payment provider to process a refund. This does not limit your legal rights to contact your bank, card issuer, regulator, or payment provider.

If a chargeback or payment dispute is filed, ikWik may provide relevant transaction, communications, account, delivery, cancellation, and confirmation records to the payment provider or card network. We may pause related payouts, refunds, credits, or account access while a fraud, compliance, chargeback, or delivery dispute is reviewed, to the extent permitted by law.

8. How to Request Review

Send a request through the Platform or email [email protected] with the subject Refund Request – Order #[Order ID]. Include the account email, delivery or payment reference, the reason for the request, the date of the issue, and any available evidence. Do not send card numbers, passwords, or identity documents by ordinary email.

We may request further information needed to verify the requester, investigate the matter, or comply with payment-provider or legal obligations. Failure to provide reasonably requested information may limit our ability to review or process a request.

9. Policy Changes

We may update this Policy to reflect changes to the Platform, payment providers, law, or our business practices. We will post the revised Policy here and update the "Last updated" date. Where required by law, we will provide additional notice before a material change takes effect.