Last Updated: January 2025
At Moetro Pacifics, we are committed to providing reliable, efficient, and timely courier and shipping services. We understand that sometimes situations arise where a refund may be necessary. This policy outlines the circumstances under which refunds will be issued.
By using our services, you agree to the terms of this Refund Policy.
1. Eligibility for Refunds
Refunds are considered under the following specific scenarios:
A. Service Failure by Moetro Pacifics:
- Late Delivery: If a shipment guaranteed for delivery by a specific date and time (e.g., Express/Overnight services) fails to be delivered by that deadline, and the delay is due to our fault, you may be eligible for a full or partial refund of the shipping cost.
- Failed Pickup: If a scheduled pickup is missed by our driver without prior notification or a justifiable reason (e.g., incorrect address provided by you), you may be eligible for a refund of the pickup fee, if applicable.
- Lost or Missing Shipment: If a shipment is officially declared lost by our tracking and support team after an internal investigation (typically 7-15 business days from the expected delivery date with no tracking updates), a full refund of the shipping costs will be issued.
- Substantial Damage: If a shipment arrives with substantial damage that renders the contents unusable, and it is determined that the damage occurred due to our handling, you may be eligible for a claim under our limited liability policy (see Section 4).
B. Customer-Initiated Cancellations:
- Before Pickup: You may cancel a shipment and receive a full refund if the cancellation is made before a Moetro Pacifics driver has been dispatched or has collected the package.
- After Pickup but Before Transit: If a cancellation is requested after pickup but before the package has been scanned into our transit network, a refund may be issued, but a pickup and processing fee may be deducted.
- During Transit: Cancellations during transit are complex and are reviewed on a case-by-case basis. If successful, a partial refund may be issued, minus all costs incurred up to the point of retrieval. We cannot guarantee the ability to cancel a shipment once it is in transit.
C. Billing Errors:
- If you have been charged incorrectly due to a system error (e.g., double billing, incorrect surcharge applied), we will issue a full refund for the erroneous charge upon verification.
2. Non-Refundable Situations
Refunds will not be issued in the following circumstances:
- Incorrect Address Provided by Sender: Packages shipped to an incorrect or incomplete address provided at the time of booking.
- Unsuccessful Delivery Attempts: Failure to deliver due to recipient not being available, inaccessible location, or insufficient delivery instructions.
- Refusal by Recipient: The recipient refuses to accept the delivery.
- Forfeiture of Discounts/Promotions: Use of a promotional code or discounted rate may affect the refundable amount.
- Circumstances Beyond Our Control (Force Majeure): Delays or failures caused by events such as natural disasters, severe weather, wars, strikes, civil unrest, or government actions.
- Issues with Package Content: We are not liable for the inherent nature of the goods (e.g., perishable items spoiling, fragile items breaking despite proper packaging).
- Seizure by Customs: Delays, duties, taxes, or seizures by customs authorities are the responsibility of the sender/recipient.
- Incorrectly Declared Value: Issues arising from an inaccurately declared value, weight, or dimensions of the shipment.
3. How to Request a Refund
To initiate a refund request, you must:
- Submit a Formal Request: Contact our Customer Support team via email at support@moetropacifics.com or through the “Help” section in your account on our website.
- Provide Required Information: Your request must include:
- Your full name and contact information.
- Moetro Pacifics tracking number.
- A detailed reason for the refund request.
- Any supporting documentation (e.g., photos of damaged goods and packaging, proof of value).
All refund requests must be submitted within 30 calendar days from the date of the original shipment.
4. Limited Liability & Claims Process for Damaged/Lost Goods
Our liability for lost or damaged shipments is limited as per our Terms and Conditions. To be eligible for a claim:
- The declared value for the shipment must have been accurately stated at the time of booking.
- The package must have been packed appropriately to withstand the ordinary rigors of transit. We recommend using our professional packing services for high-value or fragile items.
- A claim for damaged goods must be reported to us within 48 hours of delivery, with clear photographic evidence of the damaged item and its original packaging.
- The maximum liability for any lost or damaged shipment is limited to the lesser of: (a) the actual cash value of the lost or damaged contents, (b) the cost of repairs, or (c) the declared value of the shipment.
5. Refund Processing
- Timeline: Once your refund is approved, it will be processed to the original method of payment within 7-10 business days. The time it takes for the refund to be credited to your account may vary depending on your financial institution.
- Partial Refunds: In many cases, only a partial refund may be granted (e.g., for late deliveries where the service was still ultimately rendered).
- Method: Refunds will be issued only to the original payer and the original payment method. We cannot issue refunds to a third party or an alternate card/bank account.
6. Policy Updates
Moetro Pacifics reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically.
7. Contact Us
If you have any questions about this Refund Policy, please contact us:
Moetro Pacifics Customer Support
Email: support@moetropacifics.com
Phone: [Insert Customer Service Phone Number]
Hours: [Mon-Fri, 8:00 AM – 8:00 PM PST]