Return Policy

Version: v1.1
Effective Date: 1st March 2026
Applies To: All Users (Drivers, Senders & Recipients)

1. Operational Context

dlvrNOW operates as a real-time logistics marketplace similar to rideshare platforms. All delivery jobs are executed as single-trip, point-to-point transactions. The platform does not take custody of goods and does not provide storage services.

2. No Storage Policy

dlvrNOW does not provide storage. Drivers are strictly prohibited from holding items, delaying delivery beyond the active job, or storing goods under any circumstance. If delivery cannot be completed, items must be returned immediately to the sender.

3. Return-to-Sender (RTS)

RTS is triggered when delivery cannot be completed due to recipient unavailability, incorrect details, or refusal. Returns are treated as a new delivery and charged based on standard rates.

4. Refund Eligibility

Refunds may be granted for non-delivery, verified damage, incorrect charges, or driver-related failures. Refunds are not granted where delivery was properly completed, RTS executed, or issues are caused by the user.

5. Driver Responsibility

Drivers are financially responsible for delivery failures due to negligence, damage caused during transit, or breaches of delivery protocol. Refund amounts may be recovered from driver earnings.

6. Driver Protections

Drivers are not liable for user errors, poor packaging, recipient absence, or external conditions. RTS completed correctly protects the driver from penalties.

7. Refund Processing

Refunds are processed by dlvrNOW only. Card payments are refunded to original method. Cash payments are refunded digitally. Processing timelines depend on financial institutions.

8. Prohibited Actions

Users and drivers must not engage in direct refunds or off-platform settlements. Violations may result in account suspension or termination.

9. Fraud & Abuse

Fraudulent claims, abuse of refunds, or chargeback misuse may result in account suspension and investigation.

10. Final Authority

All refund and return decisions are made solely by dlvrNOW based on available data and investigation.