MOVE MASTER LOGISTICS LIMITED (MMLL) REFUND POLICY
Move Master Logistics Limited (MMLL) understands that not all transactions initiated by our users will be smooth and completed. Therefore, it is apt to share examples of when you may be eligible to receive a full or partial refund of the price. If you have an issue on a trip, kindly let us know within 30 days. Be informed that all requests will be evaluated at Move Master Logistics Limited (MMLL)'s sole discretion, and on a case-by-case basis.
Recall that Move Master Logistics Limited (MMLL) is a marketplace that connects users to complete trips booked by a user/rider and accepted by a driver within the Move Master Logistics Limited (MMLL) app. As a user/rider, you own the decision to initiate a delivery trip or not.
Move Master Logistics Limited (MMLL) provides information to riders/users prior to starting a delivery trip. Information we provide includes:
Pricing and other estimates in app like an upfront price and estimated time of arrival.
Motorcycle and driver details like license plate, driver name, and Motorcycle type.
As a rider/user, it’s your responsibility to check the information provided is accurate and meets your expectations of quality. If you decide to initiate a delivery trip, you are accepting the terms of service and are taking responsibility for the successful payment of that delivery trip.
When am I eligible to receive a full or partial refund?
Examples of when you may be eligible to receive a full or partial refund include:
A fee was charged in error or our services experienced a technical issue, like an eligible promotion not applying correctly.
Price of our services was significantly higher than the estimate you were shown in the app prior to booking, and it was not due to added stops, or a changed destination.
Our services were not completed within a reasonable walking distance to your requested destination.
The driver did not take the trip or there are other fraud concerns.
When am I not eligible to receive a full or partial refund?
Examples of when you will not be eligible to receive a full or partial refund include, but are not limited to:
An issue related to the motorcycle quality or the type of motorcycle dispatched for our delivery services.
Tip: You can use Move Master Logistics Limited (MMLL) 2-way rating system or contact customer support to help make drivers aware of issues with their motorcycles.
An issue with a driver not meeting your quality expectations.
Tip: You can use Move Master Logistics Limited (MMLL) 2-way rating system or contact customer support to provide drivers with feedback about their service.
An issue that was caused by user error, like requesting the wrong type of motorcycle.
An on-trip delay or on-trip routing issue due to uncontrollable events (e.g. traffic, construction) or a change in price due to adding or removing stops or updating the intended destination after the driver’s trip began.
Note that any safety-related incidents are handled by a specialized team and can be reported to us.
Resolving Your Request
You can submit a request for a refund or a general complaint about our delivery services to Move Master Logistics Limited (MMLL)’s customer service team or in the app within 30 days of encountering an issue. If we determine you are eligible, you should expect any refunds to be returned to your original payment method within 3-5 business days, depending on your bank.
False Reports
We investigate each report. Any act of supplying or providing inaccurate information about your trip experience when disputing fees or charges violates Move Master Logistics Limited (MMLL)’s guidelines and may result in your request being denied and/or your account being deactivated.