1. Overview
This Refund Policy explains when ZED Delivery provides refunds. It forms part of our Terms & Conditions. Our aim is to be fair: if we haven't started your job, you get your money back; once our driver has committed time and a trip to it, fees generally apply; and if something is our fault, we make it right.
2. Cancellations
| When you cancel | What happens |
|---|---|
| Before the driver has been dispatched / picked up your item | Full refund. |
| After the driver is on the way or has picked up your item | Generally non-refundable, as the trip and time are already committed. We may refund part at our discretion. |
To cancel, contact us as early as possible at support@zerodelivery.ca or 250-681-8834 with your booking number.
3. If something goes wrong on our end
If ZED cancels your delivery, fails to complete it due to our error, or mishandles your item, we will re-deliver at no charge or provide a full refund — your choice.
4. Damage or loss claims
If your item is lost or damaged in our care, please tell us within 48 hours of delivery (or the scheduled delivery time) at support@zerodelivery.ca with your booking number and photos if possible. Claims are handled under the liability terms in our Terms & Conditions (including the per-booking limit).
5. Situations that are not refundable
- No one available at pickup or drop-off, or access not provided, after the driver has set out;
- An incorrect or incomplete address that you provided;
- Items that breach our Terms (prohibited, unsafe, or inaccurately described);
- Recipient refusal of a correctly delivered item.
In these cases the delivery fee is generally still payable, and a re-attempt may incur a new fee.
6. Price adjustments
If the final price differed from your quote because the booking details didn't match the actual item, contact us and we'll review it with you.
7. How refunds are issued
Approved refunds are returned to your original payment method. Please allow several business days for the refund to appear, depending on your bank or card issuer.
8. Contact
Questions about a refund: support@zerodelivery.ca · 250-681-8834.