Cancellation, Return & Refund Policy

Latest update: 05th December, 2021

Welcome to the platform of Bongo Xpress.

Bongo Xpress has initially started providing logistics services (online truck rentals, movers & packers, P2P delivery) in Dhaka Metro, Gazipur, Narayanganj, Narsingdi and will be covering up overall Bangladesh soon. You (User) can create trip on Bongo Xpress Mobile Application as per Customer terms & conditions and also can cancel the trip/task as per the following terms:

Trip/Task Cancellation Policy:

  1. Online Truck Rental Service:

a) After creating the trip, the customer will be able to cancel the trip until the truck or driver is assigned and no charge will be levied for it. Once the driver is assigned for the trip, the customer will not be able to cancel the trip from the Customer App; the customer must notify the cancellation request directly via live chat or phone call to our support team; and, our support team will cancel the trip; In such situation, the customer has to pay BDT 20 as trip cancellation fee. The customer must register the valid reason for cancelling the trip to our support desk. Customer will pay such cancellation fee with the next trip with Bongo Xpress to the assigned truck driver for the trip.

b) If the vehicle has already the pickup location and the customer wants to cancel the trip at that moment, the customer will provide OTP to the driver and must pay the base fare (varies on the type and size of the trucks) as showed in the Driver App for the pickup completion. Because the vehicle is not loaded and returned empty, the customer had to pay the base fare as the cancellation fee as mentioned above. Customer will directly pay such fee (base fare) to the driver or truck owner.

Whatever the situation customer must notify the cancellation request directly via live chat or phone call to our support team; and, our support team or driver himself (with Bongo Xpress permission) will cancel the trip.

  1. Home/Office Shifting Service:

Customer can cancel the booking any time before inspection visit and will not be charged for that. Even after inspection visit and finalizing the schedule customer can cancel the booking which will be based on mutual discussion between the customer and the service provider (movers & packers). 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 will not have any refund facility for such amount money as taken in advance for packaging.

  1. P2P Delivery Service:

Customer can cancel the order/task before getting any Pilot assigned, even if the assigned Pilot refuse to carry out your task for valid reason Customer can cancel the delivery task without penalty fee. We do not recommend the customer to cancel the trip once the Pilot has arrived at your pickup address or after 5minutes of creating the delivery task. In such situation you will be charged a minimum amount of cancellation fee to compensate a Pilot for their time and effort.

The user/customer 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/customer. The User/customer account shall be reinstated and in this regard Bongo Xpress’s decision is final.

Return Policy for P2P Delivery Services:

  • 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 if Bongo Xpress make the wrong package delivery to the last mile customers.
  • We accept returns in case of wrong product delivery with original packing within 2 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 01322 810649, 01322 810654, 01322 813550, 01322 810657 or sending an email to
  • The charges for return/reverse delivery will be as per actual rates for the pricing chart for P2P.  
  • We will be assisting you (merchant) 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.
  • For any kind of refund case, we will take 5-7 working days to investigate the event and if the customer is eligible to get any refund from the delivery partners or Bongo Xpress, we will be clearing refund claim within next 15 days of the investigation.
  • Please note that refunds can’t be processed for any consequential loss.

If you have any questions on the above, please contact us prior to taking our services; otherwise the customer (you) will be bound to obey our terms and conditions as discussed above.


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 trip/booking/task from Trip 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 (Drivers) and Delivery Partners. However, the Company encourages you to notify it of any complaints that you may have against the Pilot (Driver) 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 & 4th Floor, North Side), Road 07

Sector 04, Uttara East, Dhaka- 1230

Support Team: 01322 810649, 01322 810654, 01322 813550, 01322 810657

Telephone: +880241090619

Sat – Thu: 10:00Am – 6:00 PM

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