Refund & Damage Policy

A parcel is considered lost if it has not been delivered within 7 calendar days of the expected arrival date and cannot be located by the carrier.

How to claim:

1. Open the ParcelGH app → Orders → tap the booking → "Report Issue"
2. Select "Parcel Lost"
3. Provide your tracking code and a description of the parcel contents
4. ParcelGH will investigate within 5 business days
5. If confirmed lost, the service fee is refunded via Mobile Money within 7 business days, and we pass your claim and evidence to the carrier

⏰ Deadline: Claims must be filed within 30 days of the expected delivery date.

A parcel is considered damaged if it arrives visibly broken, wet, crushed, or tampered with.

How to claim:

1. Do not accept the parcel without noting the damage — ask the carrier agent to record it
2. Take photos of the damage immediately at the terminal or at delivery
3. Open the app → Orders → "Report Issue" → "Parcel Damaged"
4. Upload photos and describe the damage
5. ParcelGH investigates within 5 business days

⏰ Deadline: Claims for damage must be filed within 7 days of delivery. Claims reported after the parcel has been accepted without noting damage may not be eligible.

ParcelGH is a booking platform — actual transit is handled by the carrier (VIPEx, Passion Air, etc.). Delays due to carrier schedules, road conditions, or weather are outside ParcelGH's direct control.

• No cash compensation is provided for delays
• ParcelGH will contact the carrier on your behalf to get an update
• Live tracking status is always available in the app

Refunds are processed via Mobile Money to the number used at booking within 5–7 business days.

The following are excluded from all claims:

• Prohibited items (hazardous materials, perishables, cash, live animals)
• Parcels that were not packed adequately (fragile items not wrapped, no protective packaging)
• Parcel contents misrepresented at the time of booking
• Damage caused by the customer or recipient during collection
• Delays due to public holidays, strikes, or acts of God
• Parcels held at the terminal uncollected for more than 3 days after arrival notification

All disputes must go through the ParcelGH app or website:

1. App → Orders → select booking → "Report Issue"
2. Choose issue type: Lost / Damaged / Other
3. Provide supporting evidence (photos, description)
4. ParcelGH reviews within 5 business days
5. Resolution: RESOLVED (refund issued / claim passed to the carrier) or CLOSED (claim not upheld, with reason given)

For urgent matters: WhatsApp 0530 630 022 (Mon–Sat, 8am–6pm)

ParcelGH reserves the right to update this policy at any time. The current version is always available at parcelgh.com/refund-policy. Continued use of the platform after changes are posted constitutes acceptance of the updated policy.