Refund Policy

All payments made for logistics, shipping, handling, storage, customs processing, clearance, or delivery services are non-refundable once a shipment has been accepted by AAJ EXPRESS, except as expressly stated in this policy

Refunds are not guaranteed and are issued strictly at the discretion of the Company in accordance with this policy.

For our online customers, including our AAJ Send App and Transport Pro Corporate Customers, all wallet-funded amounts are strictly non-refundable. Wallet funds constitute prepaid service credits and must be utilized solely for services rendered by AAJ EXPRESS. Wallet balances cannot be withdrawn, transferred, or refunded in cash under any circumstance.

A refund or partial refund may only be considered if all of the following apply:

Refunds shall not be granted for delays resulting from circumstances beyond our control. These include, but are not limited to, traffic congestion, adverse weather conditions, customs inspections or holds, airline delay, government regulations, or other unforeseen events. This also covers delays caused by third-party logistics providers or any external factors not directly attributable to our company.

If a service failure occurs due to an incomplete or inaccurate address provided by the customer, a refund will not be applicable.

It is the customer’s responsibility to ensure that all required documentation for shipment, including but not limited to invoices, identification, permits, and customs-related paperwork, is accurately completed and submitted. Where a shipment is delayed, returned, or undeliverable due to incomplete, incorrect, or missing documentation provided by the customer, no refund shall be issued. The customer shall bear any resulting costs or losses.

It is the sole responsibility of the customer to pay all applicable import duties, taxes, and customs charges required by the destination country. Where a shipment is returned, delayed, or seized due to the customer’s failure to pay these charges, no refund shall be issued. Any resulting losses or additional costs shall be borne by the customer.

While we take reasonable care in handling all shipments, customers are advised that fragile items are shipped at their own risk unless declared and properly packaged according to our guidelines. We shall not be held liable for damage to fragile or breakable items during transit unless such items were expressly declared, professionally packaged, and covered by insurance. Refunds or compensation will not be granted for damage resulting from inadequate packaging or failure to declare item fragility at the time of shipment.

All shipments must be accurately and fully declared for the purposes of customs clearance, risk assessment, insurance, regulatory compliance and transportation planning. Where a Customer makes an incorrect, incomplete or false declaration of the goods or their value, any resulting delay, seizure, confiscation, fine, additional charges, loss, or damage shall be deemed to have arisen from the Customer’s own actions. AAJ EXPRESS relies entirely on the information supplied by the Customer and shall not be responsible for verifying the accuracy or completeness of such declarations. Accordingly, AAJ EXPRESS shall bear no liability and shall not issue any refund, compensation or reimbursement for any shipment affected by incorrect, incomplete or false declarations.

Where a shipment is delayed, held, seized, confiscated, destroyed, or subjected to fines, duties or penalties by any regulatory or customs authority, such action is considered a government intervention and not a failure of AAJ EXPRESS. AAJ EXPRESS shall not be liable to issue any refund, compensation or reimbursement for shipments affected by customs or regulatory enforcement, regardless of the outcome.

Where a payment is mistakenly made into AAJ EXPRESS’s account, a refund may be considered only after verification of the transaction. AAJ EXPRESS reserves the right to deduct any outstanding charges, bank fees, or services already rendered before processing any refund. No refund shall be made where the amount has been applied to services.

Verified overpayments shall not automatically be refunded in cash. Such amounts may be credited to the customer’s account or applied toward future services. Cash refunds, where approved, shall be processed net of administrative and bank charges..

AAJ EXPRESS shall not be liable for refunds arising from booking cancellations due to misunderstanding, incorrect assumptions, or failure by the customer to seek clarification prior to booking. Where cancellation occurs before pickup, a partial refund or service credit may be considered at the Company’s discretion, less administrative and operational costs. No refund shall apply once shipment pickup or processing has commenced.

Returned shipments, regardless of fault, shall not attract a refund of shipping fees. The customer shall bear all return, storage, and re-delivery costs. AAJ EXPRESS’s responsibility shall be limited to safe handling and notification.

Any refund request not expressly provided for under this policy shall be assessed strictly on a case-by-case basis. AAJ EXPRESS reserves the sole discretion to approve or decline such requests and to determine the mode of settlement, if any.