We strive to provide a seamless booking experience. However, we understand that plans change. This policy outlines the conditions under which you can cancel a shipment and receive a refund.

1. Cancellation Policy — 10-Minute Window

If you wish to cancel your shipment after payment, you must request cancellation via our Live Chat Support within 10 minutes of completing the payment. This is the only accepted cancellation method.

• Within 10 minutes of payment: Contact our support team through the Live Chat on the website or your Dashboard. If your order has not yet been dispatched to the courier network, the cancellation will be processed and a full refund will be initiated to your original payment method.
• After 10 minutes: No cancellation or refund request will be entertained. The shipment order will be automatically created and forwarded to our courier partner. This process is irreversible.
• Cancellation requests made via email, phone, or any other channel after this 10-minute window will not be accepted.

Note: Even within the 10-minute window, cancellation is only possible if a courier executive has not yet been assigned or dispatched. Once assigned, the order cannot be cancelled under any circumstances.

2. Cancellation After Pickup Attempt

Once the courier executive arrives at your location, or if the parcel has been successfully picked up and scanned into the courier network, cancellations are strictly prohibited and no refunds will be issued.

3. Failed Pickups

If a pickup fails due to the following reasons, the booking remains active for a re-attempt the next business day:

• Sender unavailable at the location.
• Parcel not packed or ready.
• Incorrect address or unreachable phone number.

If the pickup fails after 3 consecutive attempts, the airway bill (AWB) will expire. In this case, you must contact support to request a refund, which may be subject to a nominal cancellation fee (₹50) deducted for the partner's wasted logistical efforts.

4. Technical Payment Failures & Duplicate Deductions

If a payment fails but the amount is debited from your bank account, or if a duplicate transaction occurs due to network errors:

• Do not panic. Our payment gateway (Razorpay) automatically reconciles failed transactions.
• The debited amount will automatically be refunded to your original payment method within 5-7 business days.

5. Non-Refundable Situations

Refunds will not be granted under the following circumstances:

• The parcel contains prohibited/restricted items and is confiscated by the courier partner or authorities at the sorting hub.
• The shipment is returned to origin (RTO) due to the receiver refusing the package or being unavailable after 3 delivery attempts. (Note: Forward shipping charges are consumed, and return shipping charges may be levied).
• Delays in delivery caused by weather, strikes, or Force Majeure events.

6. Refund Processing Timelines

Approved refunds are processed immediately from our end. However, depending on your bank and original payment method (Credit Card, UPI, Netbanking), it may take 5 to 7 business days for the funds to reflect in your account.

7. Support Escalation

If you have not received your approved refund after 7 business days, please contact our support team at billing@sendcourier.in with your AWB Number and Payment ID.