Refund and Cancellation Policy

1. Cancellation Policy

1.1 Cancellation by Customer

Customers may cancel their booking subject to the following conditions:

• Before Driver Allocation: Cancellations made before a driver is allocated to your booking are eligible for a full refund with no cancellation charges.
• After Driver Allocation: Cancellations made after driver allocation may incur a cancellation fee as per the company's prevailing policies. The cancellation fee will be communicated at the time of cancellation.
• After Driver Arrival: If you cancel after the driver has arrived at the pickup location, you will be charged the full booking amount or a cancellation fee as determined by Transporterz.
• During Transit: Cancellations during transit or mid-journey are not eligible for refunds, and full charges will apply.

1.2 Cancellation by Transporterz

Transporterz reserves the right to cancel bookings under the following circumstances:

• Unavailability of drivers or vehicles
• Force majeure events including natural disasters, strikes, riots, pandemics, or government restrictions
• Discovery of prohibited, illegal, or hazardous items in the consignment
• Non-compliance with our terms and conditions
• Safety concerns or security risks

In such cases, customers will receive a full refund of the amount paid, and no cancellation charges will be levied.

2. Refund Policy

2.1 Eligibility for Refunds

Refunds are processed under the following conditions:

• ✔ Cancellation by Transporterz due to unavailability or operational issues
• ✔ Service not rendered due to technical or system errors
• ✔ Overcharging or billing errors on our part
• ✔ Duplicate payment made by the customer
• ✔ Damage to goods due to negligence by our driver partners (subject to claims process and verification)
• ✔ Service quality issues validated by Transporterz after investigation

2.2 Non-Refundable Scenarios

Refunds will not be provided in the following situations:

• Cancellation by customer after driver arrival at pickup location
• Delays due to incorrect address, unavailability of consignee, or customer-related issues
• Damage to goods due to improper packaging by the customer
• Natural wear and tear or pre-existing damage to goods
• Mis-declaration of goods, weight, or dimensions by the customer
• Refusal by consignee to accept delivery
• Force majeure events beyond Transporterz's control
• Services already rendered or completed

3. Refund Process and Timeline

3.1 How to Request a Refund

To request a refund, customers must:

• Contact our customer support team at support@transporterz.app or call our helpline within 24 hours of the transaction or service completion
• Provide booking ID, transaction details, and reason for the refund request
• Submit supporting documents such as photographs, invoices, or proof of payment (if applicable)
• Complete any verification process as required by Transporterz

3.2 Refund Processing Time

Once your refund request is approved:

• Wallet Refunds: Refunds to Transporterz Wallet will be processed within 24-48 hours
• Original Payment Method: Refunds to credit/debit cards, UPI, or bank accounts will be processed within 7-10 business days from the date of approval
• Bank Processing Time: Please note that after we initiate the refund, your bank or payment service provider may take an additional 3-5 business days to credit the amount to your account

3.3 Refund Methods

Refunds will be issued through one of the following methods:

• Original Payment Method: Refunds will be credited back to the original payment source (credit/debit card, UPI, net banking)
• Transporterz Wallet: Customers may opt to receive refunds as wallet credits for faster processing
• Bank Transfer: In certain cases, refunds may be processed via direct bank transfer (NEFT/IMPS/RTGS)

4. Partial Refunds

Partial refunds may be issued in the following scenarios:

• Service partially rendered (e.g., cancellation mid-route with some distance already covered)
• Minor service discrepancies or delays that do not warrant a full refund
• Damage claims where liability is shared between customer and service provider
• Restocking or handling fees applicable as per company policy

The partial refund amount will be calculated based on the services rendered, distance covered, time spent, and applicable charges as determined by Transporterz.

5. Claims for Damage or Loss

5.1 Filing a Claim

Claims for damaged or lost goods must be filed within 24 hours of delivery or scheduled delivery time. To file a claim:

• Email claims@transporterz.app with your booking ID and detailed description of the issue
• Attach photographs clearly showing the damage to goods or packaging
• Provide invoice or proof of value of the damaged/lost items
• Submit any other supporting documents requested by our claims team

5.2 Claim Assessment

All claims will be reviewed and assessed by our claims team within 5-7 business days. Compensation will be provided as per the liability limits mentioned in our Terms and Conditions:

• Two-wheeler transport: Up to INR 1,500 or actual value, whichever is lower
• Three/Four-wheeler transport: Up to INR 5,000 or actual value, whichever is lower
• Claims exceeding these limits require separate insurance coverage purchased by the customer

6. Modification of Bookings

Customers may request modifications to their bookings (such as changes in pickup/delivery address, time, or vehicle type) subject to the following:

• Before Driver Allocation: Free modifications allowed through the app or customer support
• After Driver Allocation: Modifications may incur additional charges based on the nature of the change
• Address Changes: Address modifications after pickup are generally not permitted. In exceptional cases, additional charges may apply

7. Wallet Credits and Promotional Refunds

• Promotional credits, discount coupons, or referral bonuses are non-refundable and cannot be converted to cash
• Wallet credits have no expiry date unless specifically mentioned
• Refunds of amounts paid using wallet credits will be returned to the wallet only
• Promotional codes or offers are subject to specific terms and conditions and may not be eligible for refunds

8. Prepaid Services

For prepaid bookings and subscription-based services:

• Unused prepaid services may be eligible for refunds on a pro-rata basis, subject to administrative fees
• Subscription cancellations must be requested at least 48 hours before the next billing cycle
• No refunds will be provided for partially used subscription periods
• Corporate accounts and enterprise packages have separate refund terms as per the service agreement

9. Dispute Resolution

In case of any disputes regarding refunds or cancellations:

• Customers should first contact our customer support team for resolution
• If the matter is not resolved satisfactorily, customers may escalate to our Grievance Officer
• All disputes shall be subject to mediation and jurisdiction as outlined in our Terms and Conditions
• Transporterz reserves the right to make the final decision on refund eligibility after proper investigation

10. Changes to This Policy

Transporterz reserves the right to modify, update, or change this Refund and Cancellation Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website or app. Continued use of our services after such changes constitutes acceptance of the revised policy.

We encourage customers to review this policy periodically to stay informed about our refund and cancellation procedures.

11. Contact Information