This Policy explains how ARIZONAH™ handles booking cancellation, payment refunds, failed delivery, damage, loss, insurance and operational complaints.
1. Cancellation before pickup
A customer may request cancellation before collection. Refund eligibility depends on whether dispatch, payment-provider, partner, insurance, address-validation or special-handling costs have already been incurred. Any non-refundable amount should be disclosed in the cancellation outcome.
2. Cancellation after pickup
Once a package has been collected, cancellation may require a return-to-sender or controlled hold. The customer may be responsible for completed movement, return transport, storage and partner charges.
3. Refund method and timing
Approved refunds are normally returned through the original payment method where practical. Bank, card and wallet processing times vary. A refund marked completed by ARIZONAH may still take additional time to appear with the customer’s bank or provider.
4. Duplicate or failed payment
If a charge appears duplicated or a payment was debited without confirmation, provide the booking reference, provider reference, amount, date and proof of debit. Do not submit repeated payment attempts until the payment status has been checked.
5. Failed delivery, redelivery and return
Incorrect addresses, unavailable recipients, denied access, unpaid COD, missing collection credentials or unsafe conditions may lead to a failed attempt. Redelivery, rerouting, storage or return may require additional payment.
6. Damage or loss claims
Report visible damage promptly and preserve the package, contents and all packaging for review. Submit the tracking number, original-condition photos, checkpoint photos, delivery evidence, proof of value and a clear description. Disposal or repair before inspection may limit assessment.
7. Claim time limits
Claims should be submitted as soon as reasonably possible and within any time displayed in the booking, insurance certificate or service agreement. Delayed claims may be harder to verify where tracking, partner or surveillance records are no longer available.
8. Common exclusions
A claim may be reduced or declined where loss results from prohibited contents, false declaration, inadequate packaging, inherent defect, ordinary leakage or spoilage, force majeure, recipient action, unauthorized alteration or failure to follow required instructions. Mandatory consumer rights remain unaffected.
9. Insurance
Where protection was purchased, the specific policy terms, coverage limit, excess, evidence and exclusions apply. Declared value does not automatically equal insured value or guaranteed compensation.
10. Review and escalation
We will review available records and communicate the decision or request further evidence. A customer who disagrees may request internal escalation and may use any available statutory complaint or court process.