1. Refund Eligibility

Refunds are granted under the following circumstances:

• Failure to fulfill a service due to operational errors by 3Xpress.ng, such as misrouted deliveries or system malfunctions.
• Erroneous charges, including duplicate payments or service fees applied without completion of service.
• Delays exceeding the guaranteed service time frame, subject to a case-by-case review and verification process.

2. Refund Request Process

To request a refund:

• Submit a written request via email to support@3xpress.ng or 3xpressgroup@gmail.com within 7 days of the disputed transaction.
• Provide supporting documents, including proof of payment, order details, and a clear explanation of the issue.
• Await confirmation from our support team regarding next steps in the review process.

3. Refund Processing Timeframe

Refunds are reviewed and processed within 7-14 business days, depending on the payment method and financial intermediary processing times. The timeframe may be extended for cases requiring additional investigation or external verification.

4. Non-Refundable Transactions

Refunds will not be issued in the following cases:

• User-provided inaccurate information resulting in service failures, such as incorrect addresses or unsuccessful deliveries due to recipient unavailability.
• Delays or complications caused by force majeure events, such as natural disasters, strikes, or government-imposed restrictions.
• Successfully completed services that were accepted by the user, unless a service failure or defect is proven.
• Requests submitted beyond the stipulated refund application period, unless exceptional circumstances justify an extension.

5. Customer Support and Dispute Resolution

For further assistance, contact our support team at support@3xpress.ng or 3xpressgroup@gmail.com. Disputes related to refunds may be escalated for higher-level review if the initial resolution is unsatisfactory. Our objective is to provide fair and timely solutions while maintaining service integrity.