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Refund and Cancellation Policy

 

At KourierX, our primary focus is complete customer satisfaction. If you are displeased with the services provided, we will consider refunding the money, provided that the reasons are genuine and substantiated after investigation. Please ensure you read the f ine print of each deal before making a purchase, as it provides detailed information about the services you are buying. In case of dissatisfaction with our services, clients have the liberty to cancel their order and request a refund from us. The following policy applies to cancellations and refunds:

Cancellation Policy 1. Order Cancellation: o A customer may cancel their order at any time before the order has been initiated or completed by the courier. o Initiation of the order is defined by the courier reaching the pick-up point as per the scheduled time. In such cases, only a partial refund will be provided. o Completion of the order is defined by the courier visiting the pick-up point and at least one delivery location within the order schedule. In such cases, a refund cannot be initiated. 2. How to Cancel: o Customers can cancel their order via the cancellation options in the app or directly from the dashboard of their registered customer account on our web portal. o For cancellations through Customer Support, please contact us via chat on the website or app. Our specialists will attend to customer requests during working hours, subject to the waiting period regulated by Customer Support instructions. 3. Cancellation Fees: o A cancellation fee will apply to orders that have been initiated or fully or partially completed, as outlined below: § If the courier has reached the pick-up address at the scheduled pick-up time, or if the courier arrived at least 30 minutes prior to the scheduled pick-up time and notified the customer of the courier’s arrival, the cancellation fee will be equal to the pick-up charges of the scheduled order. ​ o Payment Methods and Cancellation Charges: ​ § Cash Payment: For cash payments, the cancellation charge will be debited from the Customer's KourierX balance in the form of a credit note and will be applied to the next order placed by the customer. ​ § Non-Cash Payment (Prepaid/Postpaid): For non-cash payment modes, the cancellation charges will be directly debited from the Customer’s KourierX prepaid/postpaid balance. This charge will reflect in the customer’s dashboard and the invoice for the period as a cancellation fee. The fee will be applied to the same order number with KourierX that was cancelled.

Refund Policy​ 1. Refund Eligibility: Refunds will be processed after confirmation from the investigation team and their positive feedback. The refund will be credited directly to the Customer's bank account, within 7 working days, depending on the preferred mode of refund. ​ 2. Liability on Goods: o KourierX accepts liability for goods being delivered only within the limits of the guaranteed amount, provided the customer has declared the true cost and correct contents of the parcel (guaranteed amount) during order placement on the portal. o A security fee of 0.85% plus GST from the declared cost must be paid to KourierX prior to order placement. o The maximum liability for claims is limited to ₹50,000. o Important: Customers should not place orders with a value greater than ₹50,000 without prior written confirmation from the KourierX management team.

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For any disputes, questions, or further clarification, please reach out to us via chat on the website or app.

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