Refunds & Cancellations

1Introduction

This Refund & Cancellation Policy (“Policy”) governs all refund, cancellation, and return requests made by users on Shipwale (www.shipwale.com), operated by BLACK EAGLE. By using our platform, you agree to the terms outlined in this Policy.

2Nature of Services

Shipwale is a logistics/shipping service provider platform that facilitates shipment booking, courier aggregation, payment processing, and delivery coordination. Since services are digital and logistics-based, refund eligibility is subject to specific conditions.

3Cancellation Policy

Our cancellation rules depend on the status of your shipment:

• Before Shipment Booking: Users can cancel orders before shipment is booked or AWB is generated for a 100% refund.
• After Shipment Booking (AWB Generated): Cancellation may not be allowed. Partial refunds may apply after deductions for platform fees, courier charges, and payment gateway fees.
• After Shipment Pickup: Cancellation is not allowed, and no refund will be provided.

4Refund Eligibility

Refunds may be processed in specific cases:

• ✅ Eligible: Payment deducted but shipment not booked, duplicate payment, technical errors, or courier pickup failure.
• ❌ Non-Eligible: Successful delivery, courier delays (unless proven failure), incorrect user details (address/phone), or receiver refusal.

5Refund Process

To request a refund, email contact@shipwale.com with your Order/Shipment ID, payment proof, and reason for refund.

6Refund Timeline

Approved refunds are processed within 7–10 business days and credited to the original payment method or wallet/account where applicable.

7Dispute Resolution

Shipwale reserves the right to investigate disputes. Final decisions will be based on courier partner reports and system records.

8Fraud & Abuse Prevention

We reserve the right to reject refund requests in cases of misuse and suspend accounts involved in fraudulent activities.