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Refund Policy

Our commitment to fair service

LOGINEXA REFUNDS POLICY

1. INTRODUCTION

This Refunds Policy outlines the conditions under which refunds, credits, or adjustments may be issued for services booked via the Loginexa platform ("Platform").

By using Loginexa, you agree to this policy in conjunction with our Terms and Conditions.

2. GENERAL PRINCIPLE

Loginexa operates as a technology platform connecting customers with independent drivers and delivery partners. As such, all services are fulfilled by third-party providers.

Refunds are not guaranteed and are issued at Loginexa's discretion, subject to the circumstances outlined below.

3. ELIGIBILITY FOR REFUNDS

Refunds may be considered in the following circumstances:

3.1 Service Not Provided

  • No driver was assigned
  • Booking was cancelled by Loginexa or the driver before service commencement

3.2 Major Service Failure

  • Delivery not completed due to driver fault
  • Goods delivered to an incorrect location

3.3 Duplicate Charges

  • Customer has been charged more than once for the same booking

4. NON-REFUNDABLE SITUATIONS

Refunds will not be issued in the following cases:

  • Failed deliveries due to customer or recipient absence
  • Incorrect address or instructions provided by the customer
  • Delays caused by traffic, weather, or external factors
  • Minor delays or service dissatisfaction where delivery was completed
  • Perishable or time-sensitive goods affected by circumstances outside control

5. FAILED DELIVERY FEES

Where a driver attends the delivery location and:

  • The recipient is not present
  • Access cannot be obtained
  • The required information is incorrect

A failed delivery fee will apply.

This fee is non-refundable and will be charged automatically in accordance with the Terms and Conditions.

6. CANCELLATIONS

6.1 Customer Cancellations

  • Cancellations before driver assignment: Full refund
  • Cancellations after driver assignment: Partial refund or cancellation fee may apply
  • Cancellations after driver arrival: No refund

6.2 Driver or Platform Cancellations

  • Full refund or credit will be issued where no alternative driver is available

7. DAMAGE OR LOSS CLAIMS

Customers must report damage or loss within 24 hours of delivery completion.

Claims must include:

  • Photographic evidence
  • Description of goods
  • Estimated value

Loginexa will investigate and may:

  • Issue a partial refund
  • Offer account credit
  • Reject the claim where insufficient evidence is provided

Liability is limited as set out in our Terms and Conditions.

8. REFUND METHOD

Refunds will be issued via:

  • Original payment method, or
  • Platform credit (at Loginexa's discretion)

Processing times may vary depending on payment provider.

9. DISPUTE PROCESS

All refund requests must be submitted within 7 days of the booking.

Loginexa reserves the right to:

  • Review GPS data, timestamps, and communications
  • Make a final and binding decision on all disputes

10. FRAUD AND ABUSE

Loginexa actively monitors for fraudulent or abusive refund requests.

We reserve the right to:

  • Deny refunds
  • Suspend accounts
  • Pursue legal action where necessary

11. AMENDMENTS

Loginexa reserves the right to modify this Refunds Policy at any time. Continued use of the Platform constitutes acceptance of any updates.

12. CONTACT

For refund requests or queries:
Email: support@loginexa.co.uk