Refund & Claims Policy

This Refund & Claims Policy ("Policy") is published by Grubbex Logistics Ltd ("Grubbex," "we," "us," or "our"). This Policy governs refunds, credits, and claims across all Grubbex services, including but not limited to:

• E‑Commerce Fulfilment & Warehousing Services
• Freight & Logistics Services
• Technology Platform Services
• Last‑Mile & Hyperlocal Delivery Services

By engaging with any Grubbex service, you acknowledge and agree to the terms outlined in this Policy. This Policy should be read in conjunction with the applicable Master Services Agreement (MSA) or Service Order executed between Grubbex and the client.

• Refund: A monetary reversal to the client's bank account or original payment source for amounts paid in excess or for services not rendered as agreed.
• SLA Credit: A non‑cash credit applied to the client's account or future invoices as compensation for service‑level shortfalls.
• Cargo Claim: A formal request for compensation arising from loss, damage, or deterioration of goods while in Grubbex's custody during warehousing, transit, or last‑mile delivery.
• Service Fee: The total consideration payable by the client for Grubbex services as defined in the applicable contract.
• Wallet Balance: The prepaid monetary balance maintained in the client's Grubbex Wallet.
• Billing Cycle: The periodic invoicing interval (monthly, quarterly, or as defined in the contract) for Grubbex services.
• Force Majeure: Any event or circumstance beyond Grubbex's reasonable control, including but not limited to natural disasters, pandemics, epidemics, government orders, war, civil unrest, strikes, lockouts, or infrastructure failures.

3.1 Contract Termination

In the event of contract termination by either party, Grubbex shall issue a pro‑rata refund of any prepaid storage fees for the unused portion of the contracted period. A minimum of 30 calendar days' written notice is required for termination. The refund shall be net of any outstanding dues, penalties, or liquidated damages as specified in the MSA.

3.2 Overpayment

Any overpayment identified during billing reconciliation shall be refunded within 15 business days of confirmation by both parties.

3.3 Service Failure (SLA Breach)

Where Grubbex fails to meet agreed warehousing SLAs (e.g., order processing time, inventory accuracy, dispatch timelines), SLA credits shall be applied to the next billing cycle. Service failures do not entitle the client to cash refunds unless expressly provided in the contract.

3.4 Inventory Damage by Grubbex

If goods stored in a Grubbex‑managed warehouse are damaged due to Grubbex's negligence, Grubbex shall compensate the client up to the declared value per unit as stated in the inbound records. The client must file a claim within 7 calendar days of discovering the damage, accompanied by photographic evidence and proof of declared value.

4.1 Wallet Balance Refund

If a client wants the unutilised and undisputed wallet balance refunded, the client must submit a written request to info@grubbex.com.ng or through the Grubbex client dashboard. Approved refunds will be processed within 7–15 working days.

4.2 Service Guarantee (Money‑Back Guarantee)

Grubbex offers a money‑back guarantee for select premium services. Refunds apply only to the freight rate and do not include handling charges, fuel surcharges, taxes, or other ancillary fees.

To be eligible:

• You must specifically book and pay for the guaranteed service level
• The shipment must be given to Grubbex before the latest collection time for guaranteed delivery
• You must provide accurate shipping information (weight, dimensions, commodity description). Discrepancies can void the guarantee

4.3 Late Delivery Claims

The client must notify Grubbex of any claim for late delivery in writing within 14 calendar days of the shipment date and provide:

• Account number (if any)
• Waybill/tracking number
• Date of shipment
• Complete receiver information

All requests must be received within 15 calendar days of the invoice date or within 15 calendar days from the ship date if payment is made by credit card or in advance.

4.4 Cargo Loss or Damage Claims

For parcels declared damaged or lost, the following claims policies apply:

• Refund requests must be made within 14 business days from the date the parcel status changed to "Received" (for damaged parcels) or "Cancelled" (for lost parcels).
• Claims must be submitted with proof of purchase, tracking ID, and photographic/video evidence documenting the issue.
• Grubbex's liability shall be limited to the declared value of the parcel's contents or the maximum liability coverage selected, whichever is lower.
• Unless a claim is made within 7 days from the completion of delivery services, the client irrevocably waives all claims for lost or damaged parcels.
• For high‑value parcels, additional liability coverage may be purchased at the time of booking.

5.1 Processing Timeframe

• Approved refunds will be processed within 7–15 working days.
• Refunds will be credited to the original mode of payment.
• Grubbex is not responsible for delays caused by banks or payment gateways.

5.2 SLA Credits

SLA credits shall be applied to the next billing cycle and offset against outstanding delivery fees owed by the shipper.

5.3 Currency

All refunds shall be processed in the currency in which the original payment was made, unless otherwise agreed in writing.

The following situations do not qualify for a refund or claim:

• Force Majeure Events: Weather events, natural disasters, strikes, government actions, border delays, customs holds, or regulatory inspections.
• Shipper Errors: Incorrect addresses, unavailable receivers, refused deliveries, inaccurate or incomplete shipment information.
• Prohibited Items: Cash, precious metals, drugs/narcotics, perishables, firearms, hazardous materials, and other prohibited items.
• Orders Confirmed and Refunded: Orders that have already been confirmed and refunded.
• Returns Accepted: Return orders accepted (status reflects "Return to Sender").
• Capacity Constraints: Some guarantees may be suspended during peak seasons.

6.1 Liability Cap

Except in cases of Grubbex's gross negligence or willful misconduct, Grubbex's cumulative liability under this Policy shall not exceed the total Service Fee for the specific shipment giving rise to the claim. Grubbex shall not be liable for any indirect, incidental, or consequential damages, including loss of profits.

To initiate a claim or refund request:

1. Notification: Submit a written claim within the applicable timeframes specified above (typically 7–14 days from discovery).
2. Documentation: Provide all required supporting documentation, including:
   • Tracking/waybill number
   • Date of shipment
   • Proof of purchase or declared value
   • Photographic/video evidence of damage (if applicable)
   • Receiver's name and complete address
3. Review: Grubbex will acknowledge receipt within 2–3 business days and provide a formal response within 15 business days.
4. Resolution: Approved refunds will be processed as specified in Section 5.

Claims must be submitted through:

• Email: info@grubbex.com.ng
• Client Portal: Grubbex Dashboard

Grubbex reserves the right to update or modify this Policy at any time. Material changes will be communicated via our website or email notification. Continued use of Grubbex services following any update constitutes acceptance of the revised terms.