Refund Policy

Effective Date: July 3, 2026

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This Policy explains how cancellations, refunds, delivery claims, and service disputes are handled by Uno.

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Order Cancellation

Orders may be cancelled before rider dispatch without charge unless operational costs have already been incurred.

Once pickup has commenced, applicable charges may apply.

 

Customer Unavailability

Where a pickup or delivery cannot be completed because the sender or recipient is unavailable, Uno may:

• reschedule the delivery;

• return the shipment;

• store the shipment temporarily;

• apply additional operational charges.

 

Refund Eligibility

Refunds may be considered where:

• payment was made in error;

• duplicate payments occurred;

• Uno cancelled an order before service commenced;

• a billing error is confirmed.

Refunds are not generally available for completed deliveries unless required by law or where Uno determines that service standards were materially not met.

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Claims for Loss or Damage

Customers should report shipment loss or damage as soon as reasonably possible after delivery or the expected delivery date.

Claims should include supporting information such as:

• shipment reference number;

• photographs (where applicable);

• proof of value;

• description of the issue.

Uno may investigate each claim before determining appropriate resolution.

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Service Credits

For approved business customers operating under contractual Service Level Agreements, remedies may include service credits where provided under the applicable agreement.

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Limitation

Compensation, where applicable, is subject to the liability limitations contained in Uno's Terms and Conditions and any applicable commercial agreement.