Refund Policy

What you are paying for

Payments made through our package payment pages settle the charges your courier has assessed on a shipment — typically shipping (freight), customs duties, and handling fees — identified by your waybill or invoice reference. Fyber One is the merchant of record for these transactions: your card statement will show a charge from Fyber One, collected on behalf of your courier.

Physical storage and delivery of your package is performed by your courier, not by Fyber One. Questions about a package's location, condition, or delivery timeline should go to the courier first.

When a refund applies

• Duplicate payment — the same waybill or invoice paid more than once.
• Incorrect amount — you were charged more than the invoice presented for your waybill.
• Charges reversed by the courier — the courier corrects or cancels charges on a shipment after payment (for example, a customs reassessment).
• Payment for a shipment that cannot be fulfilled — the courier confirms the package cannot be released or delivered.

Charges correctly assessed on a delivered or collected package are generally not refundable — customs duties in particular are set by the authorities, not by the courier or by us.

How to request a refund

1. Contact your courier first with your waybill or invoice reference — most refund situations start with the courier correcting the charge on their side.
2. If the issue is with the payment itself (duplicate charge, wrong amount charged, unrecognised charge), email support@fyber.one with your waybill or invoice reference, the payment date, and the last four digits of the card used.

Timeframes

• We acknowledge refund requests within 2 business days.
• Approved refunds are issued to the original card within 5 business days of approval. Depending on your bank, the funds typically appear in 3–10 business days after that.
• Refunds are always issued to the card that made the original payment.

Disputes

If you believe a charge is wrong and it hasn't been resolved through the steps above, you can raise a dispute with us directly at support@fyber.one. We review disputes with the courier's shipment records (waybill, release/delivery confirmation, and customer communications) and respond with a decision and reasoning.

You always retain the right to dispute a charge with your card issuer. If a chargeback is raised, we respond through the card network process using the courier's evidence for the shipment.

Contact

Payment questions, refunds, and disputes: support@fyber.one. Include your waybill or invoice reference in every message — it's how we find your transaction.