Cancellation, Return & Refund Policy

Bongo Xpress has initially started providing logistics solutions in Dhaka Metro and will be covering up overall Bangladesh soon. You (User) can create task on Bongo Xpress Mobile Application on the following terms of distance: Bongo Priority (within 10km radius from your location) and Bongo Connect (beyond 10km radius from your location).

Order/Task Cancellation:

  • For Parcel Delivery Service, you can cancel the order/task before getting any pilot assigned, even if the assigned pilot refuse to carry out your task for valid reason you can cancel the order/task without penalty fee. You do not recommend you to cancel the trip once the pilot has arrived at your pickup address or after 5minutes of creating the order/task. In such situation you will be charged a minimum amount of cancellation fee to compensate a pilot for their time and effort.
  • For Home/Office Shifting Service, you can cancel the booking any time before inspection visit, you will not be charged for that. Even after inspection visit and finalizing the schedule you can cancel the booking which will be based on mutual discussion between you and the service provider. We prefer you not to cancel after having packaging done while you have already paid 10-20% of the total fare to the service provider. In such situation if you want to cancel the task, we do not have refund facility for you.
  • For Online Trucking Service, you agree and acknowledge to notify us immediately for cancellation of a booking request. You shall register the valid reason for cancelling the trip within pre-determined waiting time before any Pilot is assigned for the trip. In case your cancellation request is accepted then there shall not be any cancellation fee. However, if a truck or any other transport vehicle is engaged to carry out transportation of the materials has already been dispatched then your booking request shall not be canceled and there shall not be any refund from our side. If the vehicle has reached client location and there is delay in loading/pickup an amount of money will be considered as waiting fee which will be determined by the Partner depending on vehicle type, if the vehicle is not loaded and returned empty customer had to pay Pilot fuel charges along with cancellation free. For any queries related to refund the amount of canceled booking, please contact us at 09613-600700 or email us at support@bongoxpress.com

The user can cancel the service mentioning any valid and justifiable reason. There is no charge for it; hence, irrational frequent cancellation may cause the User account to be put on refusing any service until further clarification is received provided that Bongo Xpress be satisfied with the reason provided by the user. The User account shall be reinstated and in this regard Bongo Xpress’s decision is final.

Return Policy:

  • Our policy updates frequently. You are requested to get informed about our updated return policy every time before using our solutions, otherwise we will not be responsible for any such incident.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.Customized products and gift cards are exempt from being returned.
  • We accept returns in case of wrong product delivery with original packing within2 days.
  • If your customer regrets a purchase and does not want to receive the parcel. Bongo Xpress has to be clearly notified before the deadline for return has expired. The customer must specify name, address, order number, and other relevant information. The customer can notify Layered by calling +88 09613 600 700or sending an email to support@bongoxpress.com.
  • The charges for return or failure of the delivery will be mentioned under Refund Policy.
  • We will be assisting you to detect and separate fraud customers who might return the parcel and claim for refund.
  • If reverse pickup has been arranged for defective/damaged products, after receiving the products back refund/replacement can be initiated.
  • For reverse Pickup, Shipping Label of Bongo Xpress will be sent to your customer email id and Label should be pasted on the box with original packing.
  • Any delay by you and your customer for return aspect Bongo Xpress will not be responsible and accountable to the return policy.


Refund Policy:

  • Refunds will be provided based on the service definitions on the specific service selected at payment; please review your service definition.
  • If order is prepaid and customer did not accept, receive or collect the courier or return the courier then shipping charges and return charges will be deducted from the prepaid amount and rest will be refunded back after evaluating the issue.
  • If order is cancelled by our end for any reason, we will refund the full amount back to your account or card whichever is applicable within7working days.
  • If order is failed or cancelled and money gets deducted from your account, then your paid amount will be automatically refunded back to your card or account whichever is applicable.
  • Refunds will be given in full up until 8pm of the day prior to collection date. Any booking that is cancelled after an attempt has been made by Bongo Xpress to collect at the address, or is can celled after 8pm of the day prior to collection date, may be subject to a minimum wasted journey charge of 60+VAT being deducted from the total refund due amount.
  • Please note that refunds can’t be processed for any consequential loss.
  • Refunds to the original payment method can take 5-7 working days as all refunds must undergo a process to ensure that no collection took place.
  • You have a maximum of 15days from the date the order was placed to request a refund.
  • Money Back Guarantee refund -If we have money back guaranteerefund agreement with you, you will be entitled to a full refund of your carriage if your parcel has not been delivered by the date outlined upon purchasing a money back guarantee option. We will not refund any additional add-ons, including; Parcel Protection, Signature and Text Message Notification.
  • *Please note* For parcels dropped off after 12pm there will be an additional day added to the guaranteed delivery date.
  • Money Back Guarantee date is calculated from the collection date, as such the stated date will not be valid if the collection or delivery was attempted or impaired.

If you have any questions on the above, please contact us prior to sending your parcel.

You Should Remember

Considering the situation mentioned above and our policy, you agree and acknowledge that you shall not raise any dispute with payment repository/payment service providers for refunding the payment. In case if you raise any such disputes then you agree, acknowledge and allow us to instruct payment repository/payment service providers to credit payment in our account as per this clause.

For any complaint/issue the User will report the issue on that specific Order from Order/Booking History on the Application within 2 working days of the Trip request made. The User shall also inform about the issue to our customer care directly. Within 7 working days of refund claim, Bongo Xpress will investigate the issue and will get you back with proper solution.

The Company shall not be liable for any conduct of the Pilots and Partners. However, the Company encourages you to notify it of any complaints that you may have against the Pilot that you may have hired using the Company’s Services.

Contact Us

In accordance with Digital Security Act 2018 and National E-commerce Policy 2021 and rules made there under, the contact details of Bongo Xpress are provided below:

Bongo Xpress (Corporate Office)
House 69 (FlatA3, 3rd Floor, North Side), Road 07Sector 04, Uttara East, Dhaka-1230
Support Team: +880 9613 600 700
Telephone: +880241090619
Sat -Thu: 9:00Am -6:00 PM

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