Before pickup
The customer may cancel without a DwelG cancellation charge until the shipment is collected. A temporary payment authorisation may take time to disappear according to the issuing bank or payment provider.
After pickup
When custody has begun, the refundable amount may deduct completed pickup compensation, active or completed legs, return-to-source movement, non-refundable packaging, insurance, tax and payment-processing amounts where lawfully applicable. The customer sees the calculation before confirming cancellation.
Provider-caused failure
If an unjustified provider failure causes cancellation, the customer receives a full refund for the affected booking while DwelG funds appropriate recovery. Provider compensation and account consequences are decided separately after evidence review.
Route or price change
If the only feasible route exceeds the maximum authorised amount or materially changes an approved customer choice, DwelG requests approval. Rejection of the new proposal cancels the unconfirmed route and releases or refunds the applicable amount.
Refund method and timing
Refunds are initiated to the original payment method; DwelG does not issue customer wallet credit at launch. Processing time after initiation depends on the payment provider and issuing bank. GST invoices or credit notes are issued where required.
Disputes
Ordinary service disputes should be reported within 24 hours after delivery where practicable. Insurance claims follow a separate evidence and insurer process. Statutory consumer rights remain unaffected.