REFUND & RECOVERY POLICY — Foxline Express LLC Last updated: 2026-01-01 · Version 2026-01-A 1. GENERAL POSITION All fees paid for shipments, bills, wallet top-ups, escrow holds and ancillary services are NON-REFUNDABLE except as expressly set out below or as required by applicable mandatory consumer law. 2. CANCELLATION WINDOW A shipment may be cancelled only while its status is "Pending" (i.e., before pickup or driver assignment). Once status is "In-Transit", "Arrived", "Delivered" or "Cancelled", no refund is due. Wallet credits from cancellation do NOT include any payment-gateway fee already incurred. 3. SHIPMENT LOSS / DAMAGE Claims for loss or damage must be filed via the in-app Recovery process at /?action=my_recovery within 7 days of the scheduled delivery date. Late claims are time-barred and irrevocably waived. Maximum recovery is USD 100 unless declared-value insurance was purchased and paid at booking, in which case recovery is capped at the declared value. Consequential, indirect, lost-profits and reputational damages are excluded in all cases. 4. WALLET TOP-UPS Wallet top-ups are PREPAYMENTS, not deposits. Refunds of unused wallet balance require: (a) a 30-day inactive period; (b) submitted KYC; (c) admin discretion; (d) deduction of any outstanding amounts owed; (e) deduction of payment processor fees and a USD 5 administrative fee. 5. P2P ESCROW REFUNDS Escrow funds are released by: (i) receiver confirmation; (ii) auto-release after the dispute window; or (iii) admin decision after a dispute. The admin decision is FINAL and not subject to further appeal through this platform. Refunds resulting from a dispute decision are credited to the buyer's wallet (not the original payment instrument) and are subject to the wallet-refund terms in section 4. 6. DISPUTE FEES We reserve the right to charge a dispute penalty fee to the party found at fault during admin review. Penalty amounts are at admin discretion within the limits displayed in the dashboard. 7. BILLS WITH NEGOTIATION A bill on a binding partial-payment plan cannot be cancelled, reversed or refunded once the deposit has been paid, except by admin discretion exercised in a written ticket. Any "refund" of a deposit will be reduced by any late fees, dispute costs and unpaid balance owed. 8. CHARGEBACKS Filing a chargeback in lieu of using the Recovery process is a material breach. We will: (i) contest the chargeback with all evidence available; (ii) suspend or terminate your account; (iii) refer the debt to collection; (iv) recover all chargeback-related costs (bank fees, processing penalties, our administrative time at USD 75/hour) from you. 9. NON-DELIVERY DUE TO YOUR ACTS / OMISSIONS No refund is due if non-delivery is caused by: wrong address you supplied, refusal by receiver, undeclared customs liability, prohibited items, identity-verification failure, or any other act, omission, or breach by you or your receiver. 10. CONTACT All refund requests must come through the Recovery process or foxlinelogistics1996@gmail.com from the account email of record.