1. FULL REFUND ON ADVANCE CANCELLATION

If you cancel your booking more than 24 hours before the scheduled pickup or service start, a 100% refund will be initiated.

2. PARTIAL REFUND ON SHORT-NOTICE CANCELLATION

Cancellations made within 24 hours of the scheduled service may receive a 50% refund, depending on resource allocation.

3. NO REFUND AFTER PICKUP

Once your items have been picked up or the service has started, no refund will be issued unless a service failure occurs on our part.

4. CANCELLATION DUE TO SERVICE DELAY

If Lozy is unable to begin the service on the committed date, you may request a full refund or opt to reschedule at no extra cost.

5. QUALITY ISSUES & COMPLAINT WINDOW

Any dissatisfaction with service quality must be reported within 3 days. Refund decisions will be based on internal assessment.

6. CUSTOM SERVICE NON-REFUNDABLE

Custom storage setups, packaging requests, or modifications are non-refundable once confirmed, unless Lozy fails to fulfill the promised service.

7. DAMAGE CLAIM & REFUND

If your goods are damaged due to Lozy's fault, we will either compensate as per the insurance terms or offer a partial/full refund depending on the situation.

8. DOUBLE PAYMENT REFUNDS

If a payment is accidentally made twice, please inform us immediately. After verification, the extra payment will be refunded within 7-10 working days.

9. NO REFUND FOR UNCLAIMED GOODS

If items are left unclaimed beyond the grace period, and we've sent multiple notices, no refund will be provided.

10. REFUNDS FOR REJECTED SERVICES

If you reject the service at the time of pickup without any valid reason, no refund will be processed.

11. TAX & CHARGES DEDUCTION

All refunds are exclusive of payment gateway charges, bank fees, and applicable taxes, which may be deducted from the refund amount.

12. MONTHLY STORAGE PLAN CANCELLATION

For prepaid monthly plans, refunds are only applicable if cancellation is made before the 5th day of the current billing cycle.

13. PRO-RATA REFUNDS

For unused service duration after cancellation (if eligible), we may issue a pro-rata refund after internal approval.

14. UNAUTHORIZED REFUND CLAIMS

Any fraudulent or unauthorized claims will be rejected and may lead to account termination or legal action.

15. PROMOTIONAL OFFERS & DISCOUNTS

Refunds on discounted or promotional bookings will be calculated based on the actual amount paid, not the original service price.

16. REFUND PROCESSING TIME

Once approved, refunds will be processed within 7-10 business days to your original payment method.

17. THIRD-PARTY PAYMENT DELAYS

Delays caused by banks or payment gateways are not in our control. We are not liable for external refund processing delays.

18. DISPUTE RESOLUTION

In case of any conflict regarding refunds, our team will attempt to resolve it within 7 working days through email or phone support.

19. DOCUMENTATION REQUIREMENT

We may ask for identification, transaction proof, or other documents before initiating the refund to avoid misuse.

20. RIGHT TO REFUSE REFUND

Lozy reserves the right to decline refund requests if the claim is not in accordance with our refund policy or is found to be dishonest.

NEED ASSISTANCE?

If you have any questions about our refund policy or need to request a refund, please contact us:

ADDITIONAL INFORMATION

• All refund requests must be submitted through official channels (email or phone)
• Refund processing may take additional time during peak seasons or holidays
• We recommend reviewing this policy before making any booking
• This policy is subject to change with prior notice
• For complex cases, our customer service team will provide personalized assistance

REFUND REQUEST PROCESS