Refund & Cancellation Policy

1. Cancellation Policy

1.1 Before Pickup

• Free Cancellation: You may cancel your shipment booking before pickup without any charges.
• How to Cancel: Cancellation requests can be made through:
  • Your account dashboard
  • Customer support via phone or email
  • Our mobile application
• Cancellation Confirmation: You will receive a confirmation email/SMS once your cancellation is processed.
• Refund Processing: If payment was already made, refund will be processed as per Section 2.

1.2 After Pickup

• Cancellation Charges: Once the shipment has been picked up, cancellation charges may apply:
  • Within 2 hours of pickup: 25% of shipping charges
  • Within same day of pickup: 50% of shipping charges
  • After shipment has left origin city: 100% of shipping charges (no refund)
• Request Process: Contact customer support immediately to request cancellation.
• Return to Origin: If shipment has already been dispatched, it may be returned to origin with RTO charges applicable.

1.3 Cancellation by RajSolutions

• We reserve the right to cancel shipments if:
  • Prohibited items are detected
  • Incorrect or incomplete information is provided
  • Payment failure or fraud is suspected
  • Service is not available to the destination
  • Force majeure events occur
• In case of cancellation by RajSolutions, full refund will be provided (if payment was made).
• You will be notified via email/SMS about the cancellation reason.

2. Refund Policy

2.1 Refund Eligibility

Refunds are applicable in the following scenarios:

• Cancellation before pickup: Full refund of shipping charges
• Service failure: Delivery not made within promised timeline (case-by-case basis)
• Duplicate payment: If you've been charged twice for the same shipment
• Overcharging: If you've been charged more than the quoted amount
• Cancellation by RajSolutions: Full refund when we cancel the shipment
• Service not rendered: If we're unable to provide the service after payment

2.2 Non-Refundable Scenarios

Refunds will NOT be provided in the following cases:

• Shipment already delivered successfully
• Failed delivery due to incorrect address provided by shipper
• Failed delivery due to recipient unavailability (after 3 attempts)
• Recipient refusal to accept shipment
• Delays caused by customs clearance or government authorities
• Force majeure events (natural disasters, strikes, etc.)
• Prohibited or restricted items in shipment
• Value-added services already rendered (insurance, special handling, etc.)
• Cancellation after shipment has left origin city

2.3 Partial Refunds

• Service Downgrade: If express service couldn't be provided and standard service was used, difference will be refunded.
• Weight Discrepancy: If actual weight is less than charged weight, difference will be refunded.
• Early Cancellation: Cancellation within 2 hours of pickup - 75% refund (25% cancellation fee).
• Same Day Cancellation: Cancellation within same day of pickup - 50% refund.

3. Refund Processing Timeline

3.1 Refund Initiation

• Request Submission: Refund requests must be submitted within 7 days of the incident.
• Verification Period: We will verify your refund request within 3-5 business days.
• Approval Notification: You will be notified via email/SMS once refund is approved.

3.2 Refund Processing Time (After Approval)

• Original Payment Method:
  • Credit/Debit Card: 5-7 business days
  • Net Banking: 5-7 business days
  • UPI: 3-5 business days
  • Wallet: 2-3 business days
• Bank Transfer: 7-10 business days (if original method is not available)
• Account Credit: Instant credit to your RajSolutions wallet (can be used for future shipments)

3.3 Refund Method

• Refunds will be processed to the original payment method used for the transaction.
• If original payment method is not available, refund will be processed via bank transfer (NEFT/RTGS).
• You may request refund as account credit for faster processing and future use.
• Bank charges (if any) for refund processing will be borne by the customer.

4. How to Request Refund or Cancellation

4.1 Online Request

1. Log in to your RajSolutions account
2. Go to "My Shipments" or "Order History"
3. Select the shipment you want to cancel/request refund for
4. Click on "Cancel Shipment" or "Request Refund"
5. Fill in the reason and submit the request
6. You will receive a confirmation email/SMS with request ID

4.2 Customer Support

• Phone: Call us at +91 73000 45601 or +91 82096 00153
• Email: Send request to support@rajsolutions.co.in
• Live Chat: Use the chat feature on our website
• Support Hours: Monday - Saturday, 9:00 AM - 7:00 PM IST

4.3 Information Required

When requesting cancellation or refund, please provide:

• Tracking Number / AWB Number
• Registered Email Address / Phone Number
• Order ID / Invoice Number
• Reason for cancellation/refund
• Supporting documents (if applicable)
• Bank details (for refund via bank transfer)

5. RTO (Return to Origin) Policy

5.1 RTO Scenarios

Shipments may be returned to origin in the following cases:

• Recipient unavailable after 3 delivery attempts
• Incorrect or incomplete address
• Recipient refusal to accept shipment
• Recipient refusal to pay COD amount
• Shipment undeliverable due to area restrictions
• Customs clearance issues
• Customer-requested return before delivery

5.2 RTO Charges

• Standard RTO: 100% of original shipping charges
• For COD Shipments: RTO charges + original shipping charges will be deducted from COD amount or billed to shipper
• For Prepaid Shipments: RTO charges will be billed to shipper's account
• Address Correction Fee: Additional ₹50-100 if address needs to be corrected

5.3 RTO Processing

• You will be notified via email/SMS before RTO is initiated
• You can request address correction or alternative delivery options within 24 hours
• RTO shipments typically reach origin within 7-10 business days
• Storage charges may apply if RTO shipment is not collected within 15 days

6. COD (Cash on Delivery) Refunds

6.1 COD Remittance

• COD amount is remitted to shipper after successful delivery
• Remittance Timeline: 3-7 business days after delivery confirmation
• COD charges and applicable taxes are deducted from the collected amount

6.2 Failed COD Delivery

• If COD delivery fails, shipment will be returned to origin (RTO)
• Charges Applicable: Original shipping charges + RTO charges
• These charges will be billed to your account
• No COD amount will be remitted as delivery was unsuccessful

6.3 COD Cancellation by Recipient

• If recipient refuses to pay or accept COD shipment
• Full shipping charges + RTO charges + COD handling charges apply
• Shipper is responsible for all charges incurred

7. Refund for Value-Added Services

7.1 Insurance

• Refundable: If shipment is cancelled before pickup
• Non-Refundable: Once shipment is picked up, insurance charges are non-refundable
• Claim Processing: If loss/damage occurs, claim is processed as per insurance terms

7.2 Special Handling Charges

• Fragile handling, express service, priority delivery charges
• Refundable: Only if service was not rendered or shipment cancelled before pickup
• Non-Refundable: Once service has been provided

7.3 Packaging Material

• Refundable: If packaging was purchased but not used (with original packaging intact)
• Non-Refundable: Once used or opened
• Return must be made within 7 days of purchase

8. Account Credit and Wallet

8.1 RajSolutions Wallet

• Refunds can be credited to your RajSolutions wallet for faster processing
• Wallet balance can be used for any future shipments
• No expiry date on wallet credits
• Wallet balance is non-transferable and non-refundable to bank account

8.2 Promotional Credits

• Promotional credits or discounts are non-refundable
• If shipment is cancelled, only actual payment amount is refunded
• Promotional credits may be restored to your account at our discretion

8.3 Account Closure

• Upon account closure, remaining wallet balance can be refunded
• Refund request must be made within 30 days of account closure
• Bank transfer charges may apply for wallet refunds

9. Corporate and Bulk Account Policies

9.1 Credit Account Customers

• Cancellation and refund policies are as per signed agreement
• Refunds will be adjusted in the next billing cycle
• Credit notes will be issued for approved refunds
• Custom terms may apply based on account agreement

9.2 Bulk Shipments

• Cancellation of bulk orders may have different terms
• Partial cancellations may be allowed with pro-rata charges
• Contact your account manager for bulk cancellation/refund requests

9.3 Contract Customers

• Refund and cancellation terms as per signed contract
• Any deviations must be approved by account manager
• Dispute resolution as per contract terms

10. Force Majeure and Service Disruptions

10.1 Unforeseen Circumstances

• Natural disasters, pandemics, wars, civil unrest
• Government restrictions, lockdowns, curfews
• Strikes, labor disputes affecting transportation
• Infrastructure failures, network outages

10.2 Refund Policy During Force Majeure

• Shipments in transit: No refund, delivery will be attempted once situation normalizes
• Shipments not yet picked up: Full refund available
• Alternative delivery arrangements may be offered
• Extended delivery timelines will apply

10.3 Service Suspension

• If services to certain areas are temporarily suspended
• Full refund for new bookings to affected areas
• In-transit shipments will be delivered once services resume
• No compensation for delays during force majeure events

11. Frequently Asked Questions

12. Dispute Resolution

12.1 Escalation Process

1. First Level: Contact customer support
2. Second Level: Request escalation to supervisor within 2 business days if not resolved
3. Third Level: Email to escalations@rajsolutions.co.in with complete details
4. Final Level: Management review within 7 business days

12.2 Documentation Required

• All communication records (emails, chat transcripts)
• Tracking number and shipment details
• Invoices and payment receipts
• Photos or evidence (if applicable)
• Detailed description of the issue

12.3 Management Decision

• Final decision by RajSolutions management is binding
• Decision will be communicated via email within 7 business days
• If dispute remains unresolved, refer to Terms and Conditions for arbitration process

13. Policy Updates

• RajSolutions reserves the right to modify this policy at any time
• Changes will be posted on this page with an updated effective date
• Significant changes will be communicated via email to registered users
• Continued use of our services after changes constitutes acceptance
• Previous policy versions are available upon request