Refund & Cancellation Policy

Cancellation windows, refund timelines, and how damage claims are handled. We are a marketplace — moves are performed by independent vendors, not by Logistics Platform.

Last updated: May 2026

This policy explains when and how refunds are processed on Logistics Platform, the rules for cancellations by either party, and how to file a damage claim. It applies to all confirmed Bookings (where an advance has been paid) made through the Platform.

1. Cancellation by Customer

  • More than 24 hours before move time — cancellation is free; the full advance is refunded to your original payment method.
  • Within 24 hours of move time — the advance (typically 10–25% of the quoted amount) is forfeit to cover the vendor's blocked capacity. No additional charges apply.
  • Re-scheduling — free up to 48 hours before move time, subject to vendor availability. Within 48 hours, the vendor may charge a re-scheduling fee.

2. Cancellation by Vendor

If a Vendor cancels a confirmed Booking, we issue a full refund of the advance and attempt to re-match you with another verified Vendor at no additional cost. If we cannot re-match within 24 hours, we credit a goodwill amount of ₹500 to your wallet as compensation for the disruption.

3. No-show and access denial

If the Vendor arrives at the pickup location at the agreed time and the move cannot proceed because the Customer is unavailable, goods are not ready, or society access is denied, the advance is forfeit. Re-attempts are charged at the Vendor's hourly rate plus fuel.

4. Refund timeline

  • Refunds are initiated within two (2) business days of approval.
  • Bank/UPI credits typically appear within 5–7 business days of initiation.
  • Card refunds may take 7–14 business days depending on the issuing bank.
  • Wallet credits are available immediately for future Bookings on the Platform.

5. Damage, breakage and missing items

The Platform is a lead marketplace that connects Customers with verified packers and movers. We do not perform the move, take custody of your belongings, or underwrite insurance. Damage, breakage, and missing-item claims are between the Customer and the Vendor that performed the move.

  • Document any damage with photographs at the time of delivery.
  • Raise the claim directly with your Vendor — most vendors offer optional transit insurance which their insurer will handle.
  • You can leave a public review on the Vendor's profile so future Customers see how the situation was handled.

6. How to request a refund

  • If your Vendor never confirmed pickup or you cancelled within the refund window above, email support@example.com with your Booking ID.
  • By phone: contact our support number during business hours (Mon–Sat, 9 AM – 7 PM IST).

Refunds apply only to amounts paid to the Platform (e.g. wallet top-ups). Amounts paid directly to a Vendor for the move itself are between you and that Vendor.

9. Contact

For any question about refunds or cancellations, reach us at support@example.com.