Refund and Cancellation Policy

Refund and Cancellation Policy

This Refund and Cancellation Policy applies to all shipment bookings created through Quantium Solutions ( HK) Limited ("Company", "we", "our", or "us"). By creating a shipment order through our website or mobile platform, you agree to the terms outlined below.

1. Eligibility for Cancellation

Customers may request to cancel a shipment order only when all of the following conditions are met:

• The shipment has not been dropped off at any of our service points, partner locations, or collection points.

• The shipment has not been collected by our driver or logistics partner.

• The shipment status remains in a pre-processing stage (e.g., "Created", "Pending Payment Verification", or "Pending Drop-off").

Once a shipment has been dropped off, collected, scanned into our network, or processing has commenced, the shipment can no longer be cancelled or refunded.

2. Refund Request Period

Customers may submit a cancellation and refund request through the platform before the shipment enters our logistics network.

We reserve the right to reject any refund request that does not meet the eligibility requirements stated in this policy.

3. Refund Methods

Option A: Refund to Customer Wallet

Customers may choose to receive the refund amount in their platform wallet.

• No refund processing fee will be charged.

• The refund will be credited to the customer's wallet immediately or within a reasonable processing period.

• Wallet credits may be used for future shipment bookings on the platform.

• Wallet credits are non-transferable and cannot be exchanged for cash unless otherwise required by law.

Option B: Refund to Original Credit Card or Bank Account

Customers may request the refund to be returned to the original payment method used for the transaction.

A processing fee of 15% of the original shipment fee will be deducted from the refund amount to cover payment gateway charges, banking fees, administrative handling, and transaction processing costs.

Example:

The actual refund amount will be:

Refund Amount = Paid Shipment Fee - 15% Processing Fee

4. Refund Processing Time

Estimated processing times are as follows:

Actual processing times may vary depending on the customer's bank, card issuer, payment gateway provider, or financial institution.

5. Non-Refundable Situations

Refunds will not be granted in the following circumstances:

• The shipment has already been dropped off at a service point.

• The shipment has been collected by a courier.

• The shipment is in transit.

• The shipment has been delivered.

• The cancellation request is made after processing has commenced.

• Any fraudulent, abusive, or unauthorized activities are detected.

6. Payment Gateway Transactions

For payments made through third-party payment gateways, customers acknowledge that transaction fees charged by financial institutions and payment service providers may not be recoverable by the Company. Accordingly, refunds to the original payment method are subject to the applicable refund processing fee.

7. Right to Review

The Company reserves the right to:

• Verify the status of any shipment before approving a refund.

• Request additional information to validate the refund request.

• Reject refund requests that violate this policy or are suspected of fraudulent activity.

• Amend this Refund and Cancellation Policy at any time without prior notice.