Refund & Cancellation Policy
Transparent operational benchmarks for booking modifications, fee reversals, transit incident investigations, and claim settlements.
Settlement Principles & Governance
DeligoXpress operates under strict service level agreements (SLAs) to guarantee timely domestic express distribution and seamless international air cargo transit. We understand that business schedules and supply chain requirements may evolve rapidly after a dispatch is requested.
This Settlement Charter defines fair, transparent, and auditable rules for reversing freight charges, adjusting booking fees, and settling verified cargo incident claims in full compliance with international freight forwarding regulations.
Consignment Cancellation Matrix
Cancellation eligibility is linked directly to the physical transit stage of your booking:
| Logistics Stage | Cancellation Status | Reversal Entitlement | Notes |
|---|---|---|---|
|
Prior to Pickup Vehicle Dispatch Order created, no courier assigned on route |
Eligible | 100% Base Freight | Minus standard third-party payment processing fee (2-3%). |
|
Courier Dispatched / En Route Agent assigned and driving to pickup point |
Partial | Freight Less Attempt Fee | Nominal doorstep trip fee deducted if cancellation occurs at door. |
|
Manifest Handover & Air Linehaul Consignment sorted into active flight bag / hub |
Ineligible | Non-Refundable | Carrier linehaul capacity and flight airway bills are locked. |
Disbursement Protocols & Financial SLA
Every approved refund is audited against the original transaction record and processed automatically via electronic banking pathways:
Direct Source Account Crediting
Settlements are routed directly back to the originating UPI VPA, credit/debit card, or net banking account used at checkout.
Merchant Credit Ledger Option
Enterprise shippers and recurring merchants may opt for immediate credit balance ledger top-up for upcoming dispatches.
Cargo Transit Incident & Protection Claims
In the rare event of physical damage, package shortage, or lost parcels during linehaul movement, claims must be registered within strict evidentiary filing windows:
Physical Damage / Missing Contents
Must be logged within 48 hours of delivery receipt with timestamped proof. Delayed notices prevent airline and carrier root-cause investigation.
Untraceable Loss / Missing Consignment
If a shipment shows no tracking scan progression past the estimated delivery SLA, formal loss claims must be initiated within 7 business days.
Evidentiary Dossier & Claim Proofs
To expedite independent surveyor assessment and cargo insurance adjudication, the claimant must submit:
Air Waybill (AWB) & Booking Token
Original digital waybill tracking reference and delivery receipt copy.
Unboxing Video & Comprehensive Imagery
Continuous unboxing video recording, showing all 6 outer carton sides, legible barcode label, tamper-evident tape condition, and interior damaged products.
Commercial Invoice Proof of Value
Legitimate supplier purchase invoice or GST bill verifying actual replacement item cost.
Mandatory Packaging Preservation
All corrugated boxes, bubble cushioning, and outer labels must remain preserved until physical or digital inspection concludes.
Statutory Exclusions & Non-Refundable Levies
Certain regulatory and third-party operational costs cannot be reimbursed under any circumstance:
Government Goods & Services Tax (GST)
Taxation assessments already invoiced, recorded, and remitted to statutory tax portals.
Border Customs Tariffs & Storage
Destination country customs import duties, regulatory inspection penalties, or bonded demurrage fees.
Return to Origin (RTO) Linehaul
Freight and customs clearance costs incurred to re-import parcels rejected by consignees back to the sender's origin.
Claims Concierge & Escalation Desk
For cancellation assistance, claim filing dossiers, or billing settlement queries, connect with our claims team: