Refund / Return Policy

This Policy governs cancellations, refunds and returns related to bookings made via zeltrionix.com, including Wallet top-ups and transport services booked through the platform operated by FERNBLAKE LIMITED ("Zeltrionix", "we", "us"). Nothing in this Policy overrides your statutory consumer rights under UK law (including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015).

4.1. Refund cap. Any refund will not exceed the original amount paid for the relevant Booking or Wallet top-up, net of any non-recoverable payment-processor fees where permitted by law.

4.2. Platform vs carrier charges. Where a Booking is cancelled, refundable amounts depend on whether carrier charges have been incurred/issued (e.g., label generated, pickup allocated). Non-recoverable carrier fees are not refundable.

4.3. Pricing adjustments. Additional charges arising from re-weigh/re-measure, remote area, address correction, re-delivery, additional handling, or similar surcharges validated by the carrier are not refundable.

4.4. Evidence. We may rely on carrier logs/scans, weight/size audit records, and surcharge notices when deciding on refunds.

4.5. Currency. Refunds are issued in the original payment currency (GBP/EUR/USD) to the original payment method whenever possible.

4.6. Wallet Credit. Wallet top-ups are intended to pay for services. Cash-out is not offered. In good-faith cases, we may consider refunding unused Wallet top-ups upon request at our reasonable discretion (non-recoverable processing fees may be deducted).

4.7. Promotions. Promotional/bonus credits are non-refundable.

4.8. Abuse/fraud. We may decline refunds and suspend Accounts where we reasonably suspect fraud, abuse, or policy violations.

5.1. Before pickup/first scan. If you cancel before carrier pickup or first scan, we will attempt to refund carrier charges less any non-recoverable fees (e.g., issued label fee, pickup allocation fee).

5.2. After pickup/first scan (in transit). Once a consignment is in transit, cancellations are not possible. A return constitutes a new movement under Carrier Conditions and may incur additional charges.

5.3. No-show / failed pickup. If the carrier attends but collection fails due to packaging, labelling, access, or availability issues, a failed pickup fee may apply and is not refundable.

5.4. Undeliverable / RTS. If undeliverable (incorrect address, refusal, unpaid duties/taxes, closed premises), the carrier may return or dispose of the consignment per its terms; related costs are payable by you and are not refundable.

5.5. Customs. Duties, taxes, brokerage, storage and inspection fees are outside our control and are non-refundable once incurred.

6.1. Where to claim. Claims for loss, damage, or delay are handled under Carrier Conditions (and CMR where applicable). We will assist you in submitting the claim to the carrier/insurer if the service was booked via our platform.

6.2. Time limits. You must notify visible damage at delivery (if feasible) and concealed damage/loss within the deadlines set by Carrier Conditions/CMR. Missing these deadlines may bar recovery.

6.3. Evidence required. Keep original packaging and provide photographs, invoices, serial numbers, and the waybill. The carrier may inspect items/packaging.

6.4. Liability basis. Unless optional insurance was purchased and applies, compensation is limited by Carrier Conditions or law (e.g., weight-based limits). Indirect losses (profit, business interruption, data) are typically excluded.

6.5. Delays. Transit times are estimates and not guaranteed unless the carrier explicitly provides a money-back guarantee for the chosen service; such guarantees (if any) follow the carrier's rules and exclusions.

7.1. Unused Wallet Credit. You may request a refund for unused Wallet top-ups that have not been applied to any Booking. We may deduct non-recoverable processing fees and decline requests involving promotional credit or suspected abuse.

7.2. Partially used top-ups. If part of a top-up has been used, only the unused portion may be considered for refund at the original fiat amount paid for that top-up.

7.3. No transfer. Wallet Credit is tied to your Account and cannot be transferred to other users.

Please provide:

• Booking/order reference and Account email
• Whether your request concerns a cancellation/return, Wallet top-up, or a loss/damage claim
• For claims: description of the issue, photos, packing details, and documents (commercial invoice, waybill)

Process:

• We acknowledge within 5 business days
• We review and may request additional information or carrier confirmations
• If approved, we process the refund within 5–10 business days (subject to bank/payment-provider timelines)

If you initiate a chargeback, we treat it as a dispute and submit full transaction evidence (booking logs, scans, surcharge proofs). We may suspend your Account during investigation. If funds are reversed, we may remove equivalent Wallet Credit and charge any outstanding carrier adjustments.

We may update this Policy from time to time. Material changes will be notified by email and/or prominent in-product notice. Changes apply prospectively and do not affect previously completed transactions unless required by law.

We keep records relevant to refunds/claims—order IDs, Wallet top-ups and usage, booking/scan logs, surcharge notices, timestamps, IP/device—for at least 24 months, and up to 6 years for enterprise or disputed transactions, in line with our Privacy Policy and applicable data-protection law.