Refund & Cancellation Policy

1 Overview

Shippsarthi provides a prepaid wallet and dynamic shipping rate model. All transactions, shipping charges, and wallet top-ups are recorded transparently in the user dashboard.

2 Shipment Cancellation

Shipments created through the platform can be cancelled subject to the following conditions:

• Before Pickup Dispatch: If a shipment label is generated but the courier executive has not yet picked up the package, users can cancel the order via dashboard. The full freight amount charged for that order will be credited back to the user's wallet.
• After Pickup Dispatch: Once the parcel is picked up by the courier partner, cancellation is no longer possible, and freight charges are non-refundable.

3 Wallet Balance Refunds

Unutilized wallet balances can be refunded to the user's original source bank account under the following terms:

• Refund requests for unutilized wallet funds must be submitted via email to keshriexpress@gmail.com from the registered email ID.
• Promotional credits, bonus cashbacks, or promotional coupons added to the wallet are non-refundable and non-transferable.
• Account closure requests will be processed after resolving any pending weight discrepancies, RTO charges, or open disputes.

4 Weight Discrepancy Adjustments

When a courier partner audits a shipment and reports a higher actual or volumetric weight than declared, the resulting weight tariff difference is automatically debited from the user's wallet. Users may raise a dispute against weight discrepancy within 7 days of the audit with image proof of parcel dimensions. If the dispute is accepted by the courier partner, the disputed amount will be refunded to the wallet.

5 Damaged or Lost Shipments

In cases where a shipment is lost or physically damaged during transit by the courier partner:

• Claims must be registered with proof of invoice and unboxing video within 48 hours of delivery status update.
• Approved claims will be compensated according to the declared package value and insurance terms defined by the handling courier partner.

6 Processing Time

Approved wallet refunds to bank accounts or card source modes are processed within 5 to 7 business days. Wallet credits for order cancellations are instantaneous.