1. How to request cancellation
Use the cancellation option in your customer order details when available, or contact SBG immediately with your tracking or order number. If a rider has already been dispatched or collected the parcel, contact the team to agree a safe stop, return or redirection. A request is not confirmed until the order status is updated or SBG confirms it.
2. Charges and refund assessment
For a prepaid booking cancelled before dispatch or service begins, request a refund of the unused delivery payment. If pickup, travel or part of the service has already taken place, SBG will explain any incurred service charges and the unused amount eligible for refund. Additional return or redirection charges require confirmation. A completed delivery is not refundable solely because you later change your mind; service failures and disputed charges will be investigated.
Loss, damage, non-delivery or an incorrect handover are reviewed against the delivery evidence, the agreed terms and applicable law. Contact SBG with the details rather than assuming an automatic refund or a fixed compensation amount.
3. Duplicate, failed or missing payments
If you were charged twice, or money was deducted without a confirmed booking or credited wallet entry, send SBG the payment reference, amount, date and order number if available. Do not send a PIN or one-time code. We will verify the payment and reconcile a successful transaction or arrange an appropriate refund; a pending or failed provider transaction may need provider confirmation first.
4. Rider wallets and dues
Wallet top-ups are credits for rider obligations, not payments for a particular customer delivery. SBG dues payments settle the relevant rider amounts. For an incorrect credit, duplicate charge or disputed deduction, contact the office with the transaction reference. Any approved adjustment considers the verified payment and amounts already used or settled. Online rider top-ups and dues payments remain temporarily paused.
5. Marketplace goods
For a wrong, missing, defective or unsuitable product, contact SBG with the marketplace order number so we can coordinate with the merchant. Product return eligibility depends on the item, its condition, the merchant’s applicable terms and legal rights. Keep the item and packaging and obtain return instructions before sending it back. Product and delivery charges are assessed separately.
6. Approved refunds and follow-up
Where possible, an approved refund is returned through the original payment method to the original payer. SBG will confirm the amount and expected processing time once the transaction is verified and the request is assessed. Bank or mobile-money provider processing can affect when funds arrive; no fixed refund deadline is promised here. Keep your confirmation or refund reference for follow-up.
Email sentbygodcourierhub@gmail.com or call 0538 097 518 with your order or payment reference to submit or follow up on a request. Nothing in this policy limits rights that cannot be excluded under applicable law.