Refund & Cancellation Policy

This policy explains when shipments can be cancelled and how refunds and credits work on the Courier Saathi platform, operated by City Express. It forms part of our Terms & Conditions.

1. Summary

2. Cancelling a Shipment

2.1 Before pickup

You can cancel a shipment that has not yet been picked up from the All Shipments section of your account. We send the cancellation to the courier partner and, once it is confirmed, the full shipping charge is credited back to your Courier Saathi wallet.

2.2 After pickup or while in transit

Once the courier has picked up the shipment, a cancellation cannot be guaranteed. We forward your request to the courier partner. If the courier accepts it, the shipment is returned to the origin (RTO): return charges apply at the courier partner's rates and the original freight charge is not refunded. If the courier cannot cancel, the shipment continues to its destination.

2.3 Delivered shipments

A shipment that has been delivered cannot be cancelled.

3. Failed or Rejected Bookings

If a booking cannot be completed at the courier's end, no charge is applied. If an amount was debited, it is credited back to your wallet automatically.

4. Wallet Recharge Problems

• Amount debited but payment failed: the bank or payment gateway reverses the amount to your original payment source, usually within 5–7 working days.
• Payment successful but wallet not credited: write to us with the transaction ID / UTR. We verify with the payment gateway and either credit your wallet or arrange a refund to your payment source.
• Duplicate payment: refunded to the original payment source after verification.

5. Wallet Balance

Wallet balance is prepaid credit for shipping services. It is non-transferable and non-refundable except as stated in this policy. The exceptions are:

• amounts credited back for cancelled or failed shipments, which return to your wallet (section 2 and 3);
• failed or duplicate payment refunds to your payment source (section 4); and
• at our discretion, on a verified account-closure request: the remaining balance, after deducting pending charges, weight adjustments, RTO / return charges and any other dues, is refunded to your verified bank account or original payment source within 7–10 working days.

6. Weight Adjustments and Disputes

If the courier partner's measured weight is higher than declared, the additional charge is applied to your wallet and you may dispute it, with supporting photos or video, from the Weight Reconciliation section within the window shown against the adjustment. If the dispute is approved, the amount is credited back to your wallet. If the measured weight is lower than declared, the difference is credited to your wallet.

7. COD Remittances

COD amounts collected from consignees are not refunds. They are remitted to your verified bank account under your chosen payout schedule, as described in our Terms & Conditions.

8. Lost, Damaged or Delayed Shipments

Claims for loss or damage are handled with the courier partner under its liability terms; we will assist you in raising and following up the claim, and approved compensation is passed on to you. Transit times are estimates, and a delay by itself does not entitle you to a refund of freight charges unless the courier partner's own service terms provide for it.

9. Non-Refundable Charges

• Charges for shipments that have been delivered.
• RTO / return charges.
• Charges for shipments cancelled after pickup.

10. How to Request a Refund or Cancellation

• Cancel a shipment: All Shipments → select the shipment → Cancel.
• Any other request: email us from your registered email address with your registered mobile number and the AWB number or transaction ID. We acknowledge requests within 48 hours.