Refund Policy

A full or partial refund may be available when Anaheim Express cannot provide a paid service, when an eligible order is cancelled before work begins, or when a verified duplicate or incorrect charge occurs.

Approval and amount depend on the facts, the applicable service terms, and any rights available under law.

Orders cancelled before driver dispatch or pickup activity begins will generally qualify for a full delivery-fee refund. After dispatch or pickup begins, we may reduce or decline a refund to account for work performed and non-recoverable costs.

A delay does not automatically create a right to a full refund. Where a specific express guarantee applies and a delay was caused by our operational error, we may refund or credit the related surcharge or provide another reasonable remedy.

Memberships are billed in advance and may renew automatically until auto-renewal is turned off. Cancelling renewal normally prevents the next charge while benefits continue to the end of the current paid period.

Partial-month refunds are not normally provided unless a charge was unauthorized, duplicated, incorrectly processed, or must be refunded under applicable law.

Contact us promptly if you believe a charge is incorrect. Provide the order or transaction identifier, charge date, amount, and a short explanation. Do not send a full payment card number by email or through a support form.

If we cancel an order because we cannot provide the booked service, we may issue a refund, credit, or reperform the service. A refund may not be available when failure results from inaccurate details, unsafe or prohibited goods, recipient unavailability, access restrictions, weather, traffic, or another event outside our reasonable control.

A package-protection claim is different from a delivery-fee refund. Claims are reviewed against proof of value, packaging, shipment eligibility, exclusions, and the protection limit that applied when the order or membership was purchased.

Customers should report loss or damage as soon as possible and, under the current service policy, within 48 hours of delivery or the expected delivery date unless a longer period is required by law.

Submit a request through the Refund Request page, your customer dashboard when available, or the contact page. Include the order or transaction identifier, the reason for the request, and supporting photographs or receipts where relevant.

We may request additional information before making a decision. Starting a card dispute may pause our internal review while the payment provider investigates the same transaction.

We aim to review complete requests promptly, but complex delivery claims may take longer. Approved card refunds are returned to the original payment method where possible. A card issuer may take approximately 5 to 10 business days to post the refund after it is processed.

Subject to applicable law, refunds may be reduced or denied for:

• Services already performed or costs already incurred.
• Incorrect addresses, package details, or customer instructions.
• Prohibited, unsafe, inadequately packaged, or misrepresented goods.
• Delays or failures outside our reasonable control.
• Membership periods already used, except where law or a verified billing error requires otherwise.

Refund and billing questions can be sent to support@anaheimexpress.ca or submitted through our contact page. This policy does not limit rights that cannot be excluded under applicable consumer law.