Refund & Cancellation Policy

This Refund & Cancellation Policy (“Policy”) describes when bookings with QuickDeliver Logistics Pvt. Ltd.(“QuickDeliver”) may be cancelled, how refunds are calculated and processed, and how to raise claims for loss or damage. It is published in accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.

This Policy supplements our Terms of Service and Shipping & Delivery Policy. In case of conflict, the more specific provision in this Policy applies to cancellations and refunds.

1. Cancelling a booking

You may cancel a booking from the order tracking page in the customer app or by contacting support with your AWB number.

Cancellation fees cover rider assignment and operational costs already incurred. Business accounts with contracts may have different cancellation terms as specified in their agreement.

2. How to cancel

1. Open the customer app and navigate to your active order, or visit the tracking page with your AWB.
2. Select “Cancel booking” if the option is available for your order status.
3. Alternatively, email support@quickdeliver.in or call +91-99999-99001 with your AWB number.
4. You will receive confirmation of cancellation and the applicable refund amount within 24 hours.

3. Refund processing timelines

• Approved refunds are initiated within 48 hours of approval.
• Online payments are credited to the original payment method within 5–7 business days, depending on your bank or payment provider.
• Cash-on-delivery bookings cancelled before pickup receive no charge; if prepaid, the full amount is refunded.
• Business accounts on monthly invoicing receive credit notes against the next invoice rather than direct refunds.
• Partial refunds (for example, after a cancellation fee) are clearly itemised in the refund confirmation.

4. Failed deliveries — your options

When a delivery fails, outcomes depend on the reason:

5. Re-attempts and return-to-sender

• One same-day re-attempt may be offered at no extra charge if the failure was caused by QuickDeliver.
• Re-attempts requested by the sender for receiver-related reasons are booked as a new shipment at the standard tariff.
• Return-to-sender is charged at the standard fare from the failed delivery location back to the pickup address.
• Refused packages are automatically queued for return unless the sender instructs otherwise within 24 hours.

6. Loss or damage claims

If your package is lost or damaged while in our custody:

6.1 How to raise a claim

• Contact us within 48 hours of delivery (or within 48 hours of the expected delivery time for lost packages).
• Provide your AWB number, photos of the outer packaging and contents (if damaged), and proof of value (invoice or declared value).
• Claims can be submitted via the customer app support section or by email to support@quickdeliver.in.

6.2 Claim processing

• We acknowledge claims within 48 hours and assign a reference number.
• Investigation includes review of scan history, rider statements, and proof-of-delivery records.
• Resolution is provided within 15 business days for standard claims; complex cases may take up to 30 days with notice.

6.3 Compensation limits

• Standard liability is the lower of declared value or ₹5,000 per shipment, unless enhanced cover was purchased or agreed in a business contract.
• Compensation is issued as a refund to the original payment method or as account credit.
• Damage caused by inadequate packaging, prohibited contents, or sender misdeclaration is not covered.
• Consequential loss (lost profit, business interruption) is not compensable.

7. Items and situations not eligible for refund

• Delivery charges for shipments completed with OTP-verified handover
• Delays caused by incorrect addresses, unreachable receivers, or receiver refusal
• Cancellations after pickup (except where QuickDeliver is at fault)
• Prohibited items seized or disposed of lawfully
• Force majeure delays where service was attempted in good faith
• Express surcharges where express handling was performed even if delivery was late due to external factors

8. Duplicate or erroneous charges

If you are charged twice for the same booking or charged an incorrect amount due to a system error, contact support with transaction references. Verified duplicate charges are refunded in full within 48 hours.

9. Business account billing disputes

Business customers should raise invoice disputes within 15 days of invoice date. We will review shipment records and provide a revised invoice or credit note within 10 business days. Undisputed amounts remain payable per contract terms.

10. Chargebacks and payment disputes

If you initiate a chargeback with your bank without first contacting us, we may suspend your account pending investigation. We encourage you to use our grievance process first — most issues are resolved faster through direct support.

11. Consumer rights

Nothing in this Policy limits your statutory rights under the Consumer Protection Act, 2019. You may approach the appropriate consumer disputes redressal commission if a grievance is not resolved to your satisfaction.

12. Contact and escalation

Support: support@quickdeliver.in · +91-99999-99001 · in-app support

Escalation: Grievance Officer (see Terms of Service §22). We acknowledge complaints within 48 hours and aim to resolve them within 30 days.