Refund Policy

Effective Date: April 22, 2025

Issued by: Limitlex Technologies

Introduction

At Cartlex, we value trust, transparency, and customer satisfaction. This Refund Policy outlines the conditions under which users may request refunds for transactions made through any of our modules: Cartlex Food, Cartlex Parcel, Cartlex Mart, Cartlex Pharmacy, and Cartlex Fresh.

By using our platform or applications, you agree to abide by the terms specified in this policy. Refunds are subject to review and eligibility conditions, and not all requests may result in reimbursement.

General Refund Eligibility

Refund requests must meet the following baseline requirements:

The order was paid for through an official Cartlex platform or partner channel;
A valid reason is provided (e.g., non-delivery, defective item, wrong item);
The request is submitted within the stipulated timeframe based on module;
Proof of issue is provided (e.g., photos, receipts, delivery record, chat logs);
The product or service has not been consumed, used, or damaged by the user;

Module-Specific Refund Terms

Cartlex Food

No refunds are issued for orders that have already been prepared or delivered.
Refunds may apply if the food was not delivered at all, or if the wrong order was delivered.
Requests must be submitted within 30 minutes of delivery and must include photo evidence where applicable.

Cartlex Parcel

Refunds may apply for failed pickups, wrong delivery, or if the parcel was returned due to an error by Cartlex logistics.
Refunds are not available for parcels that were accepted by recipients or delivered to the correct address.
Requests must be made within 24 hours of the delivery attempt.

Cartlex Mart

Refunds may apply if the product is damaged, defective, expired, or materially different from the description.
Requests must be submitted within 48 hours of delivery and include supporting evidence (e.g., photos).
Refunds for items like electronics or clothing may be subject to inspection or vendor return policies.

Cartlex Pharmacy

Refunds are only allowed for medication delivered in error, damaged during transit, or expired upon arrival.
No refunds for prescription drugs once the seal is broken or if the drug has been consumed.
Requests must be submitted within 12 hours of delivery, and evidence must be attached for review.

Cartlex Fresh

Perishables must be inspected immediately upon delivery.
Refunds are only approved for spoilt, damaged, or wrong items confirmed within 1 hour of delivery.
Photos must be submitted showing the state of the item at the time of delivery.

Refund Process

Submit your request via the app or email help@gocartlex.com.
Include order ID, contact details, and reason for the refund.
Attach supporting documents (photos, receipts, chat history, etc.).
The Cartlex support team will review and provide a decision within 2–5 business days.

Approved refunds will be processed via the original payment method. Refund timelines may vary depending on your bank, wallet provider, or payment processor.

Non-Refundable Scenarios

Change of mind after order confirmation or shipment.
Failure to receive a delivery due to user unavailability or incorrect address.
Return of items outside the eligibility window.
Unauthorized or fraudulent refund claims.

Vendor Refunds

For vendors operating on Cartlex Sales, any refund associated with a product or service you offer will be deducted from your settlement account if deemed valid. You are expected to cooperate with investigations and provide accurate product listings to minimize disputes.

Appeals

If you disagree with a refund decision, you may submit a formal appeal by replying to the decision email with additional evidence or clarification. Appeals will be reviewed within 3 working days.

Policy Updates

Cartlex may revise this Refund Policy from time to time. Updated versions will be posted on Refund Policy and users will be notified via platform alerts or email.

Contact Information

Cartlex – A Product of Limitlex Technologies
Website: www.gocartlex.com
Email: help@gocartlex.com
Corporate Contact: info@limitlextechnologies.com
Phone/WhatsApp: 07052004934
Operating Hours: Monday – Saturday, 9AM – 8PM (WAT)