1. Booking Cancellation by Customer

Before Pickup

Customers may cancel the shipment before pickup is completed.

• Full refund if cancelled before pick up.
• Convenience/payment gateway charges may be deducted.
• Refund will be processed within 5–7 business days.

After Pickup

Once the parcel has been picked up, cancellation may not be possible because shipping and operational charges are already incurred.

• Partial refund may be considered only if shipment has not been dispatched from the origin hub.
• Pickup charges and handling fees are non-refundable.

2. Non-Delivery Refunds

A refund may be provided in the following cases:

• Shipment lost in transit
• Shipment damaged due to courier handling
• Shipment not delivered within the committed timeline (if guaranteed delivery service was purchased)

Refund eligibility will be reviewed after investigation.

Refund Amount

• Shipping charges refund up to 100%
• Compensation for parcel value only if shipment insurance was purchased and valid proof of value is provided.

3. No Refund Cases

Refunds will not be applicable in the following situations:

• Incorrect address or contact details provided by customer
• Recipient unavailable after multiple delivery attempts
• Delays caused by weather, strikes, natural disasters, government restrictions, or other force majeure events
• Prohibited or improperly packed items
• Delays caused by customs/security checks
• Refusal of parcel by recipient

4. Damaged or Lost Shipments

Customers must report damaged or lost shipments within:

• 24 hours of delivery for damaged parcels
• 7 days from expected delivery date for lost shipments

Supporting documents  include:

• Parcel photos
• Invoice/value proof
• Booking receipt

Claims without proof may be rejected.

5. Refund Processing Timeline

Approved refunds will be processed through the original payment method within:

• 5–10 business days for online payments
• 7–14 business days for bank transfer refunds

6. COD (Cash on Delivery) Orders

For COD shipments:

• Courier charges are non-refundable after dispatch.
• COD remittance disputes must be raised within 7 days.