Return policy

When a return applies

• Receiver unavailable after agreed attempt windows.
• Receiver refuses the parcel or rejects OTP verification.
• Incorrect or inaccessible drop-off details provided at booking.
• Prohibited item discovered before completion.

Return-to-sender process

When a delivery cannot be completed, the parcel may be returned to the pickup location or held at a hub for collection. You will receive status updates in tracking and email/SMS where enabled.

Fees

Return trips may incur additional fees shown before confirmation. If the failure is due to incorrect information supplied by the sender, return and redelivery charges apply. If the failure is operational on Ataboy's side, fees may be waived after review.

Refunds

Cancelled deliveries before pickup are refunded to the original payment method or wallet balance. Partial refunds may apply when a rider was dispatched or pickup occurred. Refund timelines follow your payment provider's settlement cycle, typically 3–10 business days.

Damaged items

Report damage within 24 hours of delivery or attempted delivery with photos and tracking number. Claims are reviewed against proof-of-delivery records and declared value limits in our terms of delivery.

Need help?

Open a ticket on the support page with your tracking number and we will classify the case as return, redelivery, or refund.