Refund Policy

iTrack Courier Service Pvt. Ltd’s cancellation and refund policy allows customers to cancel a delivery/booking order and receive a full refund only if the order is cancelled before the courier picked up the shipment. Once the shipment is in transit, cancellation is usually not possible, and may result in partial or no refund, depending on the specific company policy and the reason for cancellation.

1. Eligibility:

• Lost or Damaged Packages: Refunds or compensation will be offered for lost or damaged packages, subject to our liability limitations outlined in the Terms of Service and the specific service level purchased.

• Cancellation Packages: You usually have the best chance of a full refund if you cancel your shipment before the shipment picked up.

• Liability Cap: "The total liability of the Service Provider for any claim, whether in contract, tort, or otherwise, shall not exceed the amount paid for the shipping service."

2. Non-Refundable Situations:

• Customer Errors: Refunds are not granted for errors in the customer's address, recipient information, or other issues that result in delivery delays or failures.

• Unavoidable Delays: Delays caused by force majeure events (e.g., natural disasters, strikes, etc.) or other factors beyond our control are not eligible for refunds, although we will make reasonable efforts to expedite delivery.

• Late or Missing Notifications: If a customer fails to promptly notify us of a problem (e.g., a delayed delivery, lost package) within the specified timeframe, their right to a refund may be forfeited.

3. Refund Process:

• Initiating a Refund: To initiate a refund, customers must contact our customer service department within 3 days of the issue.

• Required Documentation: We may require customers to provide documentation, such as proof of purchase, tracking information, and evidence of the issue.

• Refund Method: Refunds will be processed through the original payment method, and the refund amount will be reflected in the customer's account within 20 business days.

4. Return Shipping:

• Responsibility: The customer is generally responsible for the cost of returning the package. In some cases, where the issue is due to our error, we may cover the return shipping cost.

• Prepaid Return Label: We may provide a prepaid return label for the customer to use when returning the package. More information on this can be found in our Terms of Service.

• Handling Lost or Damaged Returns: We are not responsible for lost or damaged packages during return shipment, unless we have provided a prepaid return label.

5. Other Important Considerations:

• Liability Limitations: Our liability is limited to the actual cost of the service purchased, or as outlined in our Terms of Service. See our Terms of Service.

• Alternative Solutions: We reserve the right to offer alternative solutions, such as a partial refund or a discount on future services, instead of a full refund in certain cases.

• Policy Updates: This refund policy is subject to change without notice. The most current version will be posted on our website.

Risk Surcharge

What is risk surcharge?

It is a provision from the company for the benefit of the customer to protect against the transit risks when the goods are not insured by consignor. The coverage is extended if customer chooses to avail the provision by paying the stipulated risk coverage charges. This should not be construed as insurance cover as risk surcharge cover will have only a limited liability on the part of the company subject to the terms and conditions laid out.