Refund Policy

General policy

Shipping charges become payable once a shipment has been accepted into the SwishDelivery network.

Refunds are not issued automatically. Every request is reviewed on a case-by-case basis and is subject to verification by our Operations and Billing teams.

Where appropriate, SwishDelivery may issue either:

• A refund to the original payment method.
• A wallet credit.
• An invoice adjustment.
• A credit note.

The method of reimbursement is determined at SwishDelivery’s sole discretion.

Eligible refunds

A refund or billing adjustment may be approved in the following circumstances:

• Duplicate charges for the same shipment.
• Billing errors resulting directly from SwishDelivery’s invoicing process.
• A shipment booked and paid for but not picked up due solely to an operational failure by SwishDelivery.
• Cancellation of a shipment before pickup, provided no operational costs have been incurred.
• Incorrect carrier charges identified and verified during our billing review process.
• Any other circumstance where SwishDelivery determines that a refund is appropriate.

Unused shipping labels

If a shipping label has been generated but the shipment is not handed over to a SwishDelivery pickup driver or carrier, the Merchant may request a refund through the Merchant Dashboard within 7 calendar days of the label generation date.

Refund requests submitted after the 7-day period are not eligible for reimbursement.

Unused labels may be automatically voided after 15 calendar days from the date of creation. Once a label has been voided, no refund, credit or reimbursement will be issued, regardless of whether the shipment was ultimately cancelled or not shipped.

Billing adjustments

Shipping charges are based on the shipment’s:

• Actual weight
• Dimensional (volumetric) weight
• Destination
• Service level
• Applicable surcharges
• Carrier billing

Where the actual dimensions or weight differ from those declared during shipment creation, SwishDelivery reserves the right to adjust the applicable shipping charges in accordance with carrier measurements.

Carrier measurements are considered final unless sufficient evidence demonstrates an error.

Non-refundable charges

Refunds or credits are generally not issued for:

• Successfully completed deliveries.
• Delivery delays caused by severe weather, road closures, customs inspections, labour disruptions, natural disasters, government actions, or other events beyond SwishDelivery’s reasonable control.
• Incorrect shipment information provided by the Merchant, including addresses, postal codes, dimensions, weight or recipient information.
• Failed delivery attempts resulting from recipient unavailability or refusal.
• Return-to-sender charges.
• Address correction fees.
• Re-delivery requests.
• Additional charges imposed by carriers due to inaccurate shipment declarations.
• Optional services that have already been completed.
• Charges arising from prohibited, restricted or improperly packaged shipments.

Shipment loss or damage

Claims relating to lost or damaged shipments must be submitted within 7 calendar days of the delivery date or expected delivery date.

All claims must include:

• Tracking number (AWB)
• Description of the issue
• Supporting photographs (where applicable)
• Commercial invoice or proof of value
• Any additional documentation requested during the investigation

Compensation, if approved, is subject to:

• The declared shipment value.
• Any purchased shipment insurance.
• Carrier liability limitations.
• Applicable laws and regulations.

Swish Delivery Inc. is not liable for indirect, incidental, special, consequential or punitive damages, including loss of profits, revenue, business opportunities or goodwill.

Refund request procedure

To request a refund or billing review, the Merchant must submit:

• AWB / tracking number
• Shipment date
• Detailed reason for the request
• Supporting documentation, where applicable

Requests must be submitted within 15 calendar days from the invoice date unless otherwise agreed in writing. Requests submitted after this period may not be eligible for review.

Requests can be sent to support@swishdelivery.ca or raised through the Merchant Dashboard.

Processing time

Once all required information has been received, SwishDelivery aims to complete its review within 7–10 business days.

Complex investigations involving third-party carriers may require additional time. Merchants are kept informed throughout the review process wherever possible.

Wallet credits

Where a wallet credit is issued:

• It is applied to the Merchant’s SwishDelivery account.
• It may be used toward future shipping charges.
• It is non-transferable unless otherwise approved by SwishDelivery.
• It has no cash value unless expressly agreed in writing.

Carrier charges

SwishDelivery works with multiple carrier partners.

Certain adjustments — including dimensional corrections, fuel surcharges, remote area surcharges, address corrections, additional handling fees or other carrier-imposed charges — may be applied after shipment processing.

Where such charges are valid, they may be passed through to the Merchant in accordance with the applicable service terms.

Fraudulent or abusive claims

SwishDelivery reserves the right to deny any refund request that is determined to be:

• Fraudulent
• Misleading
• Unsupported by evidence
• Submitted in bad faith
• Inconsistent with shipment records

Repeated misuse of the refund process may result in the suspension or termination of the Merchant’s account.

Limitation of liability

To the maximum extent permitted by applicable law, Swish Delivery Inc.’s total liability arising from any shipment shall not exceed the amount paid by the Merchant for the transportation service relating to that shipment, unless otherwise required by law or covered under purchased shipment insurance.

Changes to this policy

SwishDelivery reserves the right to amend, modify or replace this Refund Policy at any time without prior notice. The most current version is published on the SwishDelivery website or Merchant Portal. Continued use of SwishDelivery’s services constitutes acceptance of the updated policy.