Refund & Cancellation Policy

Last updated: 25 Jun 2026

At Sendly Express we work hard to deliver every shipment safely and on time. We also understand that plans change and things sometimes go wrong. This Refund & Cancellation Policy explains when you are eligible for a refund, how much you can expect, and how to claim it.

1. Booking Cancellation

• Before pickup: You may cancel a booking from your customer dashboard at any time before the parcel is picked up. The shipping charges (minus a small processing fee of 2% or ₹20, whichever is higher) will be credited back to your original payment method or wallet within 5–7 business days.
• After pickup but before transit: Cancellations are accepted at the discretion of our operations team. Approved cancellations are refunded after deducting pickup and handling charges (typically ₹100 to ₹250 depending on distance).
• After in-transit: Once a shipment is in transit, cancellations are not possible. You may instead raise a return request after delivery.

2. Refund Eligibility

You are eligible for a refund in the following situations:

• Shipment lost in transit and not recoverable within 30 days of pickup.
• Parcel damaged in transit (subject to inspection and a damage report).
• Service-level failure (e.g. Express shipment delivered after the committed SLA), where you are eligible for a partial refund of the express surcharge.
• Wrong charges due to a system or billing error.
• Duplicate payments — automatically reversed within 7 business days.

3. Damage & Loss Claims

• Damage claims must be raised within 48 hours of delivery, accompanied by photographs of the parcel, the damaged item, and the original packaging.
• Loss claims may be filed if the shipment shows no movement for 15 consecutive days or is officially marked as lost by our operations team.
• The maximum compensation is the declared value of the goods or ₹5,000 — whichever is lower — unless Premium Insurance was purchased at the time of booking.
• With Premium Insurance, the coverage extends up to the full declared value (cap ₹2,00,000) for a 3% premium of the declared value.

4. Non-Refundable Items & Cases

• Shipments containing prohibited or restricted items (per our Terms of Service).
• Damage caused by improper packaging done by the sender.
• Delays due to natural calamities, civil disturbances, customs holds, or any other event outside our reasonable control.
• Cash-on-Delivery (COD) remittance is processed separately and is not part of the refund flow.
• Add-on charges such as fragile handling and insurance premiums are non-refundable once the shipment has been picked up.

5. How to Request a Refund

1. Sign in to your customer dashboard and open the shipment in question.
2. Click Raise a Support Ticket and choose the category “Refund / Cancellation”.
3. Attach proof (photos, invoices, etc.) and submit. You will receive a ticket number for tracking.
4. Our team reviews every claim within 3 business days and responds via email and your dashboard.
5. Approved refunds are processed within 5–7 business days to the original payment method, or instantly to your Sendly Express wallet if you choose that option.

6. Refund Processing Times

7. Disputes

If you are not satisfied with the resolution of your claim, you may escalate by replying on the same support ticket with the subject prefixed by [ESCALATION]. A senior officer will respond within 5 business days. All disputes are subject to the exclusive jurisdiction of the courts in Mohali, Punjab, India.

8. Contact Us

For any refund or cancellation related queries, reach us at:

• Email: support@sendlyexpress.com
• Phone: +91-98765-43210
• Address: Mohali, Chandigarh-Delhi Road, PIN 160055, India

This policy may be updated from time to time. We will publish the revised version on this page along with the “Last updated” date above. Continued use of Sendly Express services after a policy update constitutes acceptance of the revised policy.