Refund & Wallet Policy

1. Prepaid wallet (CAD)

PrepKingz Shipping uses a prepaid wallet denominated in Canadian dollars (CAD). Wallet funds are used to pay for shipping labels, fulfillment fees, and related portal charges. Your available balance is shown in the Portal before you confirm purchases.

2. Adding funds

You may fund your wallet using payment methods enabled for your account, which may include:

• Stripe checkout — card or other methods supported by Stripe for your account;
• Interac e-Transfer — where offered, using instructions provided in the Portal or by your account representative.

Wallet top-ups are credited after successful payment confirmation. Interac transfers may require manual verification and are credited once matched to your business account.

3. Label purchases — generally non-refundable

Carrier shipping labels are purchased at the time you confirm a rate in the Portal. Once a label is successfully issued to a carrier, the corresponding wallet debit is non-refundable, including when:

• the label is printed or downloaded;
• the shipment is not used, cancelled by you, or returned unshipped;
• address or packaging errors were entered by your team.

Unused void-eligible labels may be voided only when the carrier or aggregator confirms void acceptance through the Portal. Approved voids return funds to your wallet; denied voids remain charged.

4. Fulfillment and service fees

Pick, pack, materials, and handling fees charged for PrepKingz fulfillment are generally non-refundable once work has started or the order has shipped. If PrepKingz cannot complete a service due to our error, we will credit the affected fee to your wallet or issue a correction on your next invoice.

5. Duplicate charges and system errors

If you are charged twice for the same label purchase, experience a confirmed system error, or receive a carrier refund for a label we purchased on your behalf, contact support with the shipment reference. Verified errors are credited back to your wallet or reversed on Stripe as applicable.

6. Wallet withdrawals

Wallet balances represent prepaid service credits for use within the Portal. Withdrawals to external bank accounts are not guaranteed and may be considered only for closed accounts or exceptional cases, minus outstanding invoices, chargebacks, and reasonable processing fees. Contact support to request a review.

7. Chargebacks and disputes

Initiating a payment chargeback without first contacting PrepKingz may result in account suspension while the dispute is investigated. We will provide transaction records to Stripe and carriers as needed to resolve disputes in good faith.

8. Questions

For billing adjustments, void requests, or wallet issues, email support@prepkingz.com with your business name, shipment ID, and a brief description. We aim to respond within two business days.