Refund & Cancellation

1. Scope

This policy governs cancellations, refunds, remittances and claims for services booked through the FleetraShip platform by Fleetraship Logistics Solutions Pvt. Ltd. It applies alongside our Terms & Conditions.

FleetraShip is an aggregator: physical transportation is performed by third-party courier partners. Refunds and claims are therefore assessed against the outcome reported by the relevant courier partner.

2. Cancelling a Shipment

• An order may be cancelled from your dashboard at no charge before the shipment has been picked up by the courier partner.
• Once a shipment has been picked up and is in transit, it cannot be cancelled. You may instead request a return to origin (RTO), which is chargeable.
• Labels generated but never handed over are automatically voided after [insert number] days, and any freight charge held against them is released to your wallet.

3. Freight Refunds

Freight charges are refunded to your FleetraShip wallet in the following circumstances:

Refunds are credited to your FleetraShip wallet by default. Transfer of a wallet balance to your bank account may be requested in writing and is processed subject to verification and deduction of any amounts owed to us.

4. Wallet & Recharges

Amounts added to your FleetraShip wallet are held as advance payment against future shipping charges. Wallet recharges are non-refundable as a matter of course; however, an unutilised balance may be returned to your registered bank account on account closure, after settlement of all outstanding dues and completion of in-transit shipments.

5. COD Remittance

Cash collected from your customers is remitted according to the cycle you select:

• D+7 — free of charge, credited within 7 days of successful delivery.
• D+5 — 0.99% deduction on the COD value collected.
• D+2 — 1.49% deduction on the COD value collected.

Cycles are counted from the date of successful delivery, not the date of booking. Remittance may be withheld where a shipment is under investigation for fraud, a chargeback, or a dispute raised by the consignee. Full details are on the Quick COD page.

6. Weight Disputes

Courier partners may re-measure a parcel and revise the chargeable weight. Where this occurs:

• We share the exact weight and dimension data received from the courier partner, along with any supporting images provided.
• You may dispute the reading within [insert number] days of the discrepancy being reflected in your account.
• Disputes should include the AWB number and evidence of the packed parcel's weight and dimensions.
• If the dispute succeeds, the differential charge is reversed to your wallet. If it does not, the revised charge stands.

7. Loss & Damage Claims

• Claims must be raised within [insert number] days of the shipment being marked lost, or of delivery in the case of damage.
• Required documentation includes the AWB number, invoice evidencing the value of goods, and photographs where damage is alleged.
• Approved claims are settled up to the limits specified in the applicable carrier's terms or the declared value, whichever is lower.
• Claims on prohibited, restricted or improperly declared goods will not be entertained.
• Settlement is credited to your wallet or bank account once the courier partner concludes its investigation.

8. Returns to Origin (RTO)

Where a shipment cannot be delivered — refusal, incorrect address, unreachable consignee, or repeated failed attempts — it is returned to your pickup address. RTO is a chargeable movement and the original forward freight charge is not refunded. RTO charges are billed at the applicable rate for the route and weight.

9. Non-Refundable Charges

• Freight on successfully delivered shipments.
• COD handling fees on collected and remitted orders.
• RTO charges on returned shipments.
• Charges arising from incorrect address, weight or contents declared by you.
• Any statutory taxes and levies already discharged.

10. Raising a Request

Cancellations can be actioned directly from your dashboard. For refunds, weight disputes and claims, write to support@fleetraship.com with the AWB number and supporting documents, or call +91 96360 20811. We acknowledge requests within one working day and keep you updated until closure.