Refund Policy

1. Overview

MDS is committed to providing a reliable delivery service. In cases where we fail to meet our service commitments, we offer refunds as outlined below. All refund requests are subject to review and verification.

2. Eligibility for Refunds

You may be eligible for a full or partial refund in the following circumstances:

• Parcel lost: If your parcel is confirmed lost and cannot be recovered, you are eligible for a full refund of the delivery fee and compensation up to the declared/insured value.
• Parcel damaged: If your parcel arrives with damage caused by MDS handling, you are eligible for compensation up to the insured value. Photo evidence and a damage report must be submitted within 48 hours of delivery.
• Undelivered — within guarantee window: If your parcel is not delivered within the guaranteed timeframe for Express or Same-Day services, you are eligible for a full refund of the delivery fee.
• Booking cancelled before pickup: If you cancel a booking before the driver has been dispatched for pickup, you are eligible for a full refund.
• Duplicate payment: In the rare event of a duplicate charge, the excess payment will be refunded within 3–5 business days.

3. Non-Refundable Situations

• Failed delivery due to incorrect address provided by the customer
• Recipient unavailable after two delivery attempts
• Parcel refused by recipient
• Prohibited items — the delivery fee is forfeited and the parcel may be confiscated
• Delays due to force majeure events (flooding, civil unrest, government directives)
• Standard delivery service (refund only where loss is confirmed)

4. How to Request a Refund

1. Log in to your MDS account and navigate to the courier in question
2. Click "Report Issue" or "Request Refund"
3. Select the reason and upload supporting evidence (photos, receipts)
4. Submit the request — you will receive a reference number

Alternatively, email refunds@mdsng.com with your tracking number, the issue description, and supporting documents.

5. Processing Time

• Card payments (Paystack/Flutterwave): 5–10 business days after approval
• Bank transfer: 5–7 business days after approval
• Cash payments: Refunded by bank transfer within 7 business days

You will be notified by email and SMS when your refund is approved and processed.

6. Review Process

All refund claims are reviewed within 3 business days. MDS may contact you for additional information. Decisions are final unless successfully appealed by providing additional evidence.

7. Contact

For refund enquiries: refunds@mdsng.com or call 0800-CALL-MDS.