This document applies to your use of Deliverail ("we", "us") — the operator of this service. The "Last updated" date above reflects the most recent revision. If anything is unclear, contact support@deliverail.in and we will help.
1. Cancelling before pickup
You can cancel a booking at any time before the parcel has been picked up, directly from your dashboard. Cancellations made before pickup are eligible for a full refund of the shipping charge, including applicable GST.
This pre-pickup, full-refund rule is the core of our cancellation policy: as long as the parcel has not yet entered our network, you are not charged.
2. After pickup
Once a parcel has been collected, the shipment is in transit through our pickup, rail line-haul and delivery network, and the booking can no longer be cancelled for a full refund. If you need the parcel returned, a return may be arranged as a fresh shipment subject to availability and charges.
3. Failed or undeliverable shipments
If we are unable to deliver due to reasons attributable to us, we will, at our discretion, re-attempt delivery, return the parcel, or refund the shipping charge. Where delivery fails due to incorrect address, unavailable receiver or refused delivery, return handling charges may apply and the original shipping charge is not refundable.
4. How refunds are processed
Approved refunds are credited to the original payment method. Refunds are typically processed within 5–7 business days of approval, although the time for funds to appear depends on your bank or payment provider.
Refunds are made in Indian Rupees (INR). GST charged on a refunded shipment is reversed in accordance with applicable tax rules.
5. Coupons and promotional discounts
Where a discount or coupon was applied, refunds are calculated on the amount actually paid after the discount. Promotional credits are not refundable as cash.
6. Claims for loss or damage
Refunds under this policy relate to cancellations and service failures. Compensation for lost or damaged parcels is handled separately under our Insurance Terms and the claims process described there.
7. Contact
For any refund or cancellation question, contact support@deliverail.in with your booking ID and we will help.