Refund & Cancellation Policy

Effective Date: January 1, 2026
Last Updated: March 29, 2026

This Comprehensive Refund and Cancellation Policy governs the procedures and conditions under which inquiries can be withdrawn, services can be cancelled, and refunds (where applicable) are processed by Shiftkart Logistics Private Limited. We aim to maintain a fair balance between accommodating customer changes and protecting the operational commitments of our transport partners.

1. The Inquiry Phase: Zero-Penalty Withdrawal

1.1. Nature of Inquiries: Because Shiftkart Logistics operates as an inquiry facilitation platform, submitting a request through our website does not bind you to any service. It is merely a request for evaluation and communication.

1.2. Free Cancellation: You may withdraw, cancel, or modify your inquiry at any time without any financial penalty or obligation. If our team contacts you regarding an inquiry you no longer wish to pursue, simply inform the representative, and we will close the request in our system immediately.

2. Service Cancellation (Post-Confirmation)

Once an inquiry has been evaluated, a quotation accepted, and a service date formally scheduled, the logistics machinery is set into motion. Cancellations at this stage impact operational planning and vehicle allocation.

2.1. Cancellation Timeframes and Fees

• More than 48 Hours Before Scheduled Pickup: Cancellations made more than 48 hours prior to the scheduled pickup time are generally processed without any cancellation fees. Any advance payments made will be fully refunded.
• Between 24 and 48 Hours Before Scheduled Pickup: Cancellations within this window may attract a nominal cancellation fee (typically 5% to 10% of the total quote) to compensate for reserved vehicle time. The remainder of any advance payment will be refunded.
• Less than 24 Hours Before Scheduled Pickup: Late cancellations cause significant operational disruption. A cancellation fee of up to 20% of the total quote may be levied. If an advance payment was made, this fee will be deducted prior to processing the refund.
• Cancellation at the Doorstep: If the transport partner arrives at the pickup location and the service is cancelled by the customer, a "Dry Run Fee" will be charged to cover fuel and labor costs. This fee will be clearly outlined in your service agreement.

2.2. Cancellation by Shiftkart Logistics

We reserve the right to cancel a scheduled service under exceptional circumstances, including but not limited to:

• Severe weather conditions, natural disasters, or Force Majeure events making transport unsafe.
• Sudden, unavoidable vehicle breakdown without an immediate replacement available.
• Discovery that the goods to be transported are illegal, hazardous, or violate our terms of service.

If we cancel a service for reasons not caused by the customer (e.g., weather or operational failure), any advance payments will be refunded in full immediately.

3. Refund Eligibility and Processing

Refunds are applicable only in scenarios where an advance payment was collected, and the service was subsequently cancelled within the eligible timeframes, or if a significant, documented service failure occurred.

3.1. Processing Timelines

Once a refund is approved by our billing department, the processing timeline is as follows:

• Internal Processing: 1 to 2 business days to verify the cancellation and approve the refund amount.
• Bank/Gateway Processing: 5 to 7 business days for the funds to reflect in your original method of payment, depending on your bank's clearing cycle.

3.2. Source of Refund

All approved refunds will be strictly credited back to the original payment method used during the transaction (e.g., the specific bank account, UPI ID, or credit card). We do not process refunds to third-party accounts or issue cash refunds for digital payments to prevent fraud and comply with anti-money laundering regulations.

4. Non-Refundable Scenarios

Please note that refunds will not be issued under the following circumstances:

• For services that have already been fully rendered and completed.
• For packing materials that have already been utilized or custom-ordered for your specific requirement.
• If the cancellation is due to the customer providing false information regarding the nature or volume of the goods, leading to the transport partner refusing the load at the pickup point.
• Partial transit completions where the customer demands offloading midway due to personal reasons.

5. How to Request a Cancellation or Refund

To ensure your request is logged with the correct timestamp, all cancellation and refund requests must be communicated through official channels:

1. Primary Method: Reply to the confirmation email you received from our team, stating your intention to cancel and the reason.
2. Secondary Method: Contact your designated account manager or our central support team via phone, followed by a written confirmation via email or WhatsApp.