Refund Policy — Parcel

Shipping charge refunds

If you cancel before pickup, or Frestonow cannot complete pickup or delivery for reasons on us (for example no rider in a live zone after we accepted the booking), shipping charges are refunded to the original payment method.

Loss or damage

Report loss or visible damage on the day of the attempted delivery, with photos of packing and contents and the tracking ID. Claims are assessed against declared contents, packing quality and the fare or declared-value rules shown at booking.

Approved claims are paid after investigation. They are not automatic 48-hour marketplace refunds.

Not covered

Improper packing by the sender, prohibited items, undeclared high value, incorrect address, or receiver unavailability after reasonable attempts may not qualify for a refund of goods value. Fare may still be charged if we completed our attempt as booked.

When money comes back

Approved fare or claim amounts go to the original payment method, typically in 3–7 working days after we trigger the refund. Help: info@frestonow.com with the Parcel booking ID.