Refund & Cancellation Policy

You may cancel free of charge at any time before a courier has been assigned to your parcel. The full amount is returned.

Once a courier has been assigned but the parcel has not yet been collected, a cancellation charge applies, covering the journey already begun: 600 RWF on an order priced at our base fee, or 30% of the total on anything above it. The balance is returned.

Once the parcel has been collected it can no longer be cancelled. Ask us to return it instead — a return is a second journey and is charged as one.

Cancel from your order page, or call +250 787 567 573 with your tracking number.

After collection the delivery is under way and cannot be cancelled. If you need it returned, contact us — a return is charged as a new delivery.

You receive the full amount you paid when:

• we fail to deliver the parcel and it cannot be returned to you
• the parcel is lost while in our care
• we cancel the delivery ourselves for a reason that is not your fault
• you were charged twice for the same delivery

Where a parcel is lost or destroyed, compensation for the contents is separate from the refund of the delivery fee, and is limited as described in section 5.

No refund is due where:

• the parcel was delivered to the address given and the delivery is evidenced
• delivery failed because the address or telephone number given was wrong or incomplete
• nobody was available to receive the parcel after the attempts described in our Terms, and the parcel was returned
• the parcel contained a prohibited item
• damage resulted from the way the parcel was packed rather than from how it was handled

Express delivery is priced for a faster service. Where we miss an estimated time but still deliver, the express premium is refunded if the parcel arrives more than 120 minutes after the estimate. Inside that, the premium stands: the estimate is an estimate, and the service was still the faster one.

If we lose or damage a parcel, we repay its full value. There is no cap: what the contents were worth is what we pay.

We may ask for evidence of the value of the contents — a receipt, an invoice, or a photograph — before settling a claim.

Claims must reach us within 24 hours of the delivery, or of the time delivery was attempted. Send your tracking number and what went wrong to info@eabcarrier.com, or call +250 787 567 573.

We will give you a decision within 3 working days of receiving everything we need.

Refunds are returned to the mobile money account the payment came from. We cannot refund to a different account, because the payment provider settles back along the same path.

Once approved, the refund is sent straight away. Timing at the mobile money provider's end is outside our control.

Cash payments are refunded in cash at the counter where the parcel was booked.

Write to info@eabcarrier.com marking your message for the attention of the Managing Director. We will review the decision and reply within 3 working days. This does not affect your right to pursue the matter through the courts of Rwanda.