Refund & Cancellation Policy

1. Cancellation slabs

The refund amount depends on how much notice we receive before the scheduled pickup time:

2. Rescheduling

• More than 48 hours before pickup: free reschedule, up to two times, within the same calendar month.
• Within 48 hours: a ₹500 truck-positioning fee applies. The new slot must be booked within 30 days; otherwise the advance is forfeited.
• After truck dispatch: treated as cancellation per §1 — a new booking (and fresh advance) is required.

3. No-show at pickup

If our team arrives at the scheduled pickup window and the customer or authorised representative is not available — after 3 reminder calls — the booking is treated as cancelled "Less than 24 hours" per §1 and 75% of the advance is forfeited. A ₹750 re-dispatch fee is payable if the customer wishes to proceed on another day.

4. Cancellations initiated by us

• If we fail to dispatch within the 3-hour pickup window without prior notice, you may cancel with a full 100% refund + 5% goodwill credit towards a future move.
• In force-majeure events (strikes, bandhs, disasters, Govt directives) we offer a free reschedule or, at your option, a full refund of the advance.

5. Refund for completed moves

For claims against a completed move (damage, shortage, delay beyond the disclosed ETA) please follow the insurance-claim process outlined in §6 of our Terms & Conditions. Refunds are approved after crew report + customer POD + photo/video evidence + insurance survey (if applicable).

• Minor damage (scratch, scuff, cosmetic): assessed within 7 working days; credited as service credit or cash refund at customer preference.
• Major damage or shortage: insurance claim + cash settlement; maximum liability capped per §6 of T&C.
• Late-delivery penalty: 5% of freight component per day of delay beyond the disclosed window, capped at 25%.

6. How refunds are processed

• Refunds are credited to the same payment instrument used for the original payment — UPI, bank account, card.
• Timeline:
  • UPI refunds — 24 to 48 hours
  • Bank transfer / IMPS — 3 to 5 working days
  • Credit/debit card — 5 to 10 working days (depending on your bank)
• All refunds are accompanied by a digitally-signed Refund Receipt PDF emailed to you + downloadable from the customer portal.
• For cash refunds (mandatory bank transfer): please share your bank account + IFSC; we do not issue refunds in cash.

7. How to raise a cancellation or refund request

1. Email [email protected] with subject "Cancellation — Booking #XXXX" or call +91-87005-74566.
2. Include: booking reference, reason, payment method used.
3. Our refund desk will acknowledge within 24 hours and confirm the refund amount per the slab above.
4. Refund processed within the timeline in §6 once confirmation is signed.

8. Chargebacks

Please contact our refund desk before initiating a chargeback with your bank/card-issuer. Chargebacks raised without prior communication may result in additional bank/gateway fees being deducted from the refundable amount and may impair our ability to serve you in future.

9. Transit insurance refunds

Transit insurance premium is non-refundable once the insurance policy is issued (typically within 2 hours of booking confirmation). Cancellations before policy issuance are refunded in full along with the booking advance.