This Refund Policy outlines when refunds apply, how they are calculated, and how requests are processed.
1. Refund Eligibility
A shipment qualifies for a refund if one or more of the following conditions are met:
1.1 Operational Failure
- Parcel is confirmed lost in transit due to IMATA operational error (verified via tracking logs and internal investigation).
- Parcel is damaged due to improper handling (validated through submitted evidence and review).
1.2 Payment Issues
- Duplicate payment was made for the same shipment.
- Customer was charged but no shipment was created or no service was delivered.
1.3 Cancellation
- Shipment was cancelled before rider pickup attempt.
1.4 Delivery Delay (SLA Breach)
- Delivery exceeded the estimated timeline primarily due to IMATA operational factors and beyond defined SLA thresholds.
Eligibility Conditions
Refunds apply only if: Sender and recipient details are accurate and reachable; Parcel does not contain prohibited or restricted items; Shipment complies with IMATA Terms and Conditions.
2. Pickup & Delivery Attempts
- Maximum of 2 pickup attempts
- Maximum of 2 delivery attempts
If attempts fail due to unreachable sender/recipient, incorrect or incomplete details, or no response:
- Shipment may be cancelled or returned to sender
- Refund may be partial or not applicable
- Applicable operational costs may be deducted
Operational Enforcement
All attempts are logged in the system. Proof (where available) is captured. Shipment status is updated in real time.
3. Non-Refundable Scenarios
Refunds will not apply under the following conditions:
- Incorrect or incomplete sender details (including unclear addresses or landmarks)
- Sender unavailable after 2 pickup attempts
- Recipient unavailable after 2 delivery attempts
- Damage caused by inadequate packaging
- Delays caused by force majeure (e.g. flooding, civil unrest, road closures)
- Shipment of prohibited/restricted items
- Return-to-sender requested by recipient (return fees apply)
4. Packaging Requirements (Mandatory)
To qualify for damage-related refunds, parcels must meet minimum packaging standards:
- Sealed carton or secure packaging
- Adequate internal protective material (e.g. bubble wrap, foam)
- Fragile items clearly labelled where applicable
Failure to meet these standards voids damage-related refund claims.
5. Liability & Compensation Limits
- Refunds for lost or damaged parcels are capped at the declared value provided at shipment creation
- If no declared value is provided, compensation may be limited to a standard capped amount defined by IMATA
- IMATA is not liable for indirect, incidental, or consequential losses
6. Refund Processing Timelines
Refund timelines begin after approval:
- Paystack: 3–7 business days
- Moniepoint: 3–7 business days
- Manual bank transfer: 1–3 business days
- Lost/damage investigations: up to 14 business days
Communication SLA
- Initial response: within 24 hours
- Status updates: provided throughout the process
7. Refund Request Process
Customers must submit requests via finance@imata-logistics.com
Include:
- Shipment ID
- Payment reference
- Reason for refund
- Supporting evidence (photos where applicable)
Ticket Lifecycle
All requests are logged and tracked: Request → Verification → Approval → Payment
8. Partial Refund Rules
Refunds may be reduced based on operational costs: Failed pickup/delivery attempts; Return-to-sender handling; Route and logistics costs already incurred.
9. Enterprise Refund Policy
For enterprise customers:
Refund Amount = Total Paid – (Attempt Costs + Return Costs + Operational Charges)
A clear breakdown will be provided, e.g.: "Refund: ₦X – (2 failed attempts ₦Y) = ₦Z payable"
10. Refund Eligibility Window
- Damage claims must be reported within 24–48 hours of delivery
- Other refund requests must be submitted within a reasonable timeframe after shipment completion
11. Fraud & Abuse Prevention
IMATA reserves the right to: Reject fraudulent or unverifiable claims; Request additional verification; Restrict or suspend accounts engaging in repeated abusive refund requests.
12. System Verification & Audit
All refund requests are linked to shipment records. Tracking logs, delivery attempts, and payment records are verified before approval. Decisions are auditable and based on system data.
13. Quality & Performance Standards
The refund system is designed to be: Transparent; Operationally verifiable; Customer-focused; Dispute-resistant.
Key metrics monitored: Refund processing time; Dispute rate; Customer satisfaction.
14. Customer Summary (Simplified)
- Refunds apply when issues are caused by IMATA operations
- After 2 failed attempts, refunds may be partial
- Enterprise refunds deduct operational costs
- All claims are verified before approval