Shutl does not automatically offer refunds for service failures but decides on any possible refund on a case to case basis following a review of the circumstances.
The refund process can be initiated by either the customer making a complaint or proactively by a Shutl employee who wishes to retain customer goodwill. All requests for refunds are to be addressed to the Customer Services Manager who will authorise refunds at her/his discretion. In the absence of the Customer Service Manager refunds can be authorised by her/his formal deputy or her/his direct superior. Please note that refunds may be partial or total depending on the severity of the failure and the inconvenience caused to the customer.
The actual refunds will be processed by a member of Customer Services team. Once authorised the refund amount and explanation for it being given is recorded against the Shutl job number.