1. Scope

This Policy applies to:

• Domestic Shipping Services
• B2B Logistics Services
• B2C Shipping Services
• Courier Aggregation Services
• Shipping Label Generation
• Reverse Logistics
• API Services
• ONDC Integrations
• Shopify Integrations
• WooCommerce Integrations
• ERP & Logistics Software (where applicable)

2. Order Cancellation

A shipment or order may be cancelled only before it has been picked up by the assigned courier partner.

Once the shipment has been picked up, cancellation may not be possible.

3. Customer Cancellation

Customers may request cancellation through:

• LogiPhex Dashboard
• Customer Support
• Official Email
• Authorized Account Manager

Cancellation requests are subject to operational feasibility.

4. Company Cancellation

LogiPhex reserves the right to cancel any shipment or service in cases including but not limited to:

• Incorrect shipment information
• Invalid address
• Non-serviceable location
• Fraudulent transactions
• Non-payment
• Restricted or prohibited goods
• Regulatory restrictions
• Safety concerns
• Technical failures
• Force Majeure events

5. Refund Eligibility

Refunds may be considered only under the following circumstances:

• Duplicate payment made by the customer.
• Payment collected but shipment was not booked.
• Technical error resulting in failed order processing.
• Incorrect charge due to a verified system error.
• Service cancellation initiated by LogiPhex before shipment pickup.

Refund approval shall be at the sole discretion of LogiPhex after verification.

6. Non-Refundable Charges

The following charges are generally non-refundable:

• Successfully completed shipping charges.
• Pickup charges after courier dispatch.
• Packaging charges.
• Convenience fees.
• Payment gateway charges (where applicable).
• Taxes deducted as per applicable law.
• Third-party service fees.
• Value Added Services already delivered.

7. Failed Pickup

If pickup fails due to customer-related reasons, including but not limited to:

• Customer unavailable.
• Incorrect address.
• Parcel not ready.
• Incorrect contact details.

Any applicable pickup or processing charges may not be refundable.

8. Shipment Returned to Origin (RTO)

If a shipment is returned to origin due to:

• Incorrect delivery address.
• Customer refusal.
• Failed delivery attempts.
• Non-availability of consignee.
• Regulatory restrictions.

Applicable forward and return shipping charges may be payable by the customer.

9. Refund Process

Approved refunds shall be processed through the original payment method wherever possible.

Alternative refund methods may be used where operationally required.

10. Refund Timeline

Approved refunds are generally processed within 7 to 15 business days, subject to:

• Bank processing timelines
• Payment gateway processing
• Financial institution policies

Actual credit timelines may vary.

11. Wallet Balance

Where services are provided through a prepaid wallet or customer balance, eligible refunds may be credited back to the customer’s LogiPhex wallet unless otherwise agreed.

Wallet balances are non-transferable and cannot be exchanged for cash unless required by applicable law or specifically approved by LogiPhex.

12. Subscription & Software Services

Fees paid for software subscriptions, platform access, API usage, setup, onboarding, implementation, customization, or consulting services are generally non-refundable once the service has commenced, unless otherwise agreed in writing.

13. Force Majeure

No refund shall be payable for delays or service interruptions caused by events beyond LogiPhex’s reasonable control, including:

• Natural disasters
• Floods
• Earthquakes
• Fire
• Pandemic
• Government restrictions
• War
• Civil unrest
• Internet outages
• Courier network disruptions

14. Fraudulent Transactions

Refunds will not be processed where:

• Fraudulent activity is detected.
• Payment authorization is disputed.
• Identity verification fails.
• Misrepresentation of shipment details is found.

LogiPhex reserves the right to suspend related accounts during investigation.

15. Modification of this Policy

LogiPhex reserves the right to amend or update this Refund & Cancellation Policy at any time. The revised version will be published on the website and shall become effective immediately upon publication.

16. Governing Law

This Policy shall be governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts located in Navi Mumbai, Maharashtra.

17. Contact Us

LogiPhex Technologies Pvt Ltd
Email: support@logiphex.com
Website: www.logiphex.com