Refund Policy

This Refund Policy explains when and how amounts are refunded to a merchant's Eaglewing wallet or original payment method.

1. Wallet Recharges

Wallet recharges are non-refundable to your bank account once credited, except where required by law or in case of a duplicate/failed transaction that was incorrectly credited or debited. Unused wallet balance may be used for any future shipment, invoice, or platform fee.

2. Shipment Cancellations

If a shipment is cancelled before pickup, the amount charged for that shipment is refunded to your wallet, minus any non-recoverable processing fee disclosed at the time of booking. See our Cancellation Policy for the cancellation window.

3. Weight & Rate Disputes

Where a courier-reported weight is successfully disputed and reversed after admin review, the excess amount charged is credited back to your wallet.

4. Lost or Damaged Shipments

Refunds for lost or damaged shipments are assessed against the declared value or insured value, in line with the courier partner's liability terms, and credited to your wallet once the claim is approved.

5. Failed/Duplicate Payments

If a payment gateway confirms a duplicate or failed wallet recharge that was nonetheless debited from your bank account, the amount is reversed to your original payment method within the timeline specified by the payment gateway, typically 5–7 business days.

6. How to Request a Refund

Raise a support ticket from your merchant dashboard or contact us via the Contact Us page with the shipment number or transaction reference. Approved refunds are processed to your wallet; refunds to a bank account are only issued where wallet credit is not applicable.