Refund & Cancellation Policy

1. Overview

Velogix Inc. ("Velogix", "we", "us", or "our") is committed to fair and transparent billing for all delivery services. This Refund & Cancellation Policy explains when you may be eligible for a refund, credit, or reversal of charges, and how to request one.

By booking a delivery with Velogix, you agree to the terms outlined below. This policy applies to both individual (B2C) and business (B2B) customers unless otherwise stated in a signed B2B contract, in which case the contract terms take precedence.

2. Cancellation & Refund Windows

Eligibility for a full refund depends on when the cancellation is made relative to dispatch:

• Before dispatch (full refund): Orders cancelled before a driver has been assigned or dispatched are eligible for a full refund of all delivery charges.
• After dispatch, before pickup (partial refund): Orders cancelled after a driver has been dispatched but before the package has been picked up are eligible for a refund of delivery charges minus a dispatch fee of $15 CAD to cover driver allocation and routing costs.
• After pickup (no refund): Once a package has been picked up, the delivery is in progress and delivery charges are non-refundable. Redelivery or return-to-sender fees may apply instead (see Section 4).
• Rush / Express orders: Due to immediate driver allocation, Rush (< 3 hrs) and Same-Day Express orders cancelled less than 30 minutes after booking may be charged a 50% cancellation fee.

3. Service Failure Refunds

If Velogix fails to meet its service commitment, you may be eligible for a full or partial refund of delivery charges:

• Non-delivery: If a delivery is not completed within the service-tier window (e.g. Same-Day Express window) due to Velogix error, delivery charges are refunded in full.
• Significant delay: Deliveries exceeding the committed window by more than 2 hours without customer-caused delay may receive a partial credit of up to 50% of delivery charges.
• Missed scheduled window: Scheduled deliveries missed entirely (not delivered on the selected date) due to Velogix error are eligible for a full refund or a free redelivery at the customer's choice.
• SLA breach (B2B): Business contracts with SLA targets (default 95% on-time) may include service credits for sustained SLA shortfalls, as defined in the contract.

Delays caused by weather, traffic, recipient unavailability, incorrect addresses, or other factors outside Velogix's control are not eligible for service-failure refunds.

4. Failed Deliveries & Redelivery

If a delivery attempt fails due to recipient unavailability, wrong address, or access issues, the original delivery charge is non-refundable. A redelivery fee of $15 CAD applies to schedule a second attempt. A wrong-address correction fee of $12 CAD may apply if the address was provided incorrectly at booking. After three (3) failed attempts, the shipment will be returned to the sender; return-to-sender charges apply and the original delivery charge remains non-refundable.

5. Damage, Loss & Insurance Claims

Refunds for damaged or lost shipments are handled through our claims process, not this refund policy. Claims must be filed within 7 days of delivery (for damage) or within 30 days of the scheduled delivery date (for loss). Payouts are limited to the declared value of the shipment and the insurance coverage selected at booking:

• Standard insurance: Up to $200 CAD coverage.
• Premium insurance: Up to $500 CAD coverage.
• Uninsured shipments: Liability is limited to a maximum of $100 CAD per shipment.

Approved claim payouts are issued as a refund to the original payment method or as an account credit. See the Claims page or contact support to file a claim.

6. Add-On Services

Charges for add-on services (barcode scan, photo proof, signature, insurance, white-glove, cold-chain, tailgate, etc.) are refunded only if the associated service was not performed. If the service was performed but the overall delivery failed for a Velogix-attributable reason, add-on charges are refunded alongside the delivery charge.

7. B2B / Contract Customers

Business customers on Net 7/15/30/60 payment terms are billed via monthly invoices. Refunds for B2B orders are typically issued as account credits applied against future invoices rather than cash reversals, unless otherwise agreed. Volume-based discounts and tier pricing are not refundable as cash. Disputes must be raised within 30 days of the invoice date; invoices not disputed within this period are considered accepted.

8. Refund Processing

• Method: Refunds are issued to the original payment method (Stripe or PayPal) used at booking.
• Timeline: Approved refunds are processed within 5–10 business days. Your bank or card issuer may take additional time to post the credit.
• Account credit: Where elected or required (e.g. partial credits), credit is applied to your Velogix account within 1–2 business days and usable on future orders.
• Non-refundable fees: Payment processor fees, where passed through, are not recoverable and may be deducted from the refund amount.

9. How to Request a Refund

To request a refund or cancellation, contact Velogix support with your order number and reason:

• Online: Visit the Customer Support page to open a ticket.
• Phone: +1 431-446-7047
• Email: service@velogixb2b.com

Refund requests are reviewed within 3 business days. Velogix reserves the right to approve, partially approve, or deny refund requests based on the circumstances of each order.

10. Chargebacks

We encourage customers to contact us before initiating a chargeback with their bank or card issuer. Chargebacks filed without first attempting to resolve the issue with Velogix may result in account suspension. Fraudulent or abusive chargeback filings may result in permanent account closure.

11. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The updated policy will be posted on this page with a revised "Last updated" date. Refund eligibility for an order is determined by the policy in effect at the time the order was placed.

12. Contact Us

If you have any questions about this Refund & Cancellation Policy, please contact us: