1. What you can claim
Loss, damage or short delivery of a shipment while in our custody.
2. When to claim
Within the window in the Claims and Liability policy of delivery for damage, and after a set number of days without movement for loss.
3. Documents needed
Tracking number, invoice or proof of value, photos of the parcel, packaging and contents, the delivery receipt or OTP record, and a short description.
4. How to claim
Raise a claim from your dashboard, use the claim form below, or write to our claims team through the Contact page. We acknowledge within 2 working days.
5. Investigation and settlement
We review with scan history, photos and delivery proof, and decide within a reasonable time. Approved claims are paid by bank transfer or wallet credit.
6. How much we pay
The lower of the proven value, the declared value and the insured amount, or the limit that applies by law. Without insurance, compensation may be limited (as stated in your rate card). For road carriage, the Carriage by Road Act, 2007 applies.
7. Not covered
Goods on the prohibited list, wrong or false declaration, inadequate packaging, ordinary wear, delay alone, loss from events beyond our control, and shipments seized by authorities.
8. Receiver damage
If a parcel looks damaged on arrival, ask the delivery partner to note it and take photos before opening.