Refund, cancellation & return policy

Effective date: May 2026. This Refund, Cancellation & Return Policy (“Policy”) applies to merchants registered on FlowShipZ and should be read together with our Terms & Conditions and Privacy Policy.

1. Scope

FlowShipZ provides logistics technology and shipping aggregation services to businesses. This Policy covers:

• Wallet recharge refunds
• Shipment cancellation before or after pickup
• Return-to-origin (RTO) and reverse logistics charges
• Billing adjustments, weight disputes, and duplicate charges
• Lost or damaged shipment claims (subject to carrier rules)

Note: Product returns between you and your end-customers (e.g. e-commerce buyer returns) are governed by your own store policies. FlowShipZ facilitates logistics only for shipments you create on the Platform.

2. Wallet recharge refunds

2.1 Eligibility

• Unused wallet balance may be refunded upon written request to support@flowshipz.com, subject to verification and settlement of outstanding shipment dues.
• Promotional credits, referral bonuses, or coupon balances are non-refundable and non-transferable unless expressly stated.
• Minimum refund thresholds and processing fees (if any) will be communicated at the time of request.

2.2 Refund methods & timelines

• Wallet credit (adjustment): Eligible corrections for billing errors are credited to your FlowShipZ wallet within 1–2 business days after approval.
• Original payment method: Refunds to UPI, cards, or net banking are initiated through our payment gateway partner within 5–7 business days after approval. Actual credit to your account may take additional time depending on your bank or card issuer (typically up to 10 business days).
• Refunds are processed only to the account or payment source used for the original transaction, in compliance with RBI and payment-network guidelines.

2.3 Non-refundable charges

• Shipping charges for shipments already picked up, in transit, delivered, or returned (RTO) are generally non-refundable.
• Payment gateway charges, COD remittance fees, and carrier surcharges already incurred may not be refundable.
• Subscription or platform fees (if applicable under your plan) are non-refundable unless required by law or stated in a signed agreement.

3. Shipment cancellation policy

3.1 Before pickup / label generation

• Shipments cancelled before courier pickup or before AWB activation may qualify for a full freight refund to your wallet, minus any non-recoverable gateway or processing fees.
• Cancellation must be initiated from your dashboard or via support before the first hub scan.

3.2 After pickup / in transit

• Once a shipment is picked up or receives its first scan, cancellation may not be possible. You may request RTO (Return to Origin), which attracts RTO freight and applicable charges as per carrier rules.
• Partial refunds, if any, depend on carrier confirmation and billing reconciliation.

3.3 Failed or duplicate bookings

• If a shipment fails due to a confirmed Platform or carrier system error (e.g. duplicate debit without label generation), we will investigate and credit the wallet or process a refund within 5–7 business days.

4. Return policy (RTO & reverse logistics)

In logistics context, “returns” typically refer to:

• RTO (Return to Origin): Undelivered shipments returned to your pickup address. RTO freight and reverse handling charges apply as per your rate card and carrier billing.
• Reverse pickups: Pickup from buyer location for return to seller. Subject to pincode serviceability and additional reverse pickup charges.
• QC / buyer returns: Where supported, reverse logistics is billed per shipment. Refunds of forward freight for RTO shipments are not automatic unless covered under a specific carrier claim or service guarantee.

COD amounts collected and remittance schedules are governed by your COD remittance cycle and are separate from freight refunds.

5. Account cancellation

1. You may request closure of your FlowShipZ account by emailing support@flowshipz.com.
2. All in-transit shipments must be delivered or closed before account deletion.
3. Outstanding invoices must be settled. Remaining eligible wallet balance will be refunded per Section 2.
4. Upon closure, dashboard access and stored shipment data may be deleted after statutory retention periods. Account closure is final.
5. We reserve the right to suspend or terminate accounts suspected of fraud, chargeback abuse, or policy violations without refund of promotional balances.

6. Disputes, claims & chargebacks

6.1 Weight & billing disputes

If you believe a shipment was overcharged due to weight discrepancy, raise a dispute within 7 days of invoice with supporting evidence (photos, dimensions, packing slip). Approved adjustments are credited to your wallet.

6.2 Lost or damaged shipments

Claims must be filed within the timeframe specified by the Courier Partner (typically within 7–30 days of booking). Required documents may include invoice, packaging photos, and damage proof. Settlement amounts are limited to declared value, insurance coverage, or carrier liability caps—whichever applies.

6.3 Payment chargebacks

Initiating a chargeback without first contacting our support team may result in account suspension. We will provide transaction records to payment partners to resolve legitimate disputes.

7. How to request a refund or cancellation

Email support@flowshipz.com or use the support section in your dashboard with:

• Registered email and company name
• AWB/LR number or wallet transaction ID
• Reason for request and supporting documents

We aim to acknowledge requests within 1 business day and resolve eligible cases within 7 business days, subject to carrier confirmation where applicable.

8. Modifications

We may update this Policy from time to time. Changes will be posted on this page with an updated effective date. Continued use of the Platform constitutes acceptance of the revised Policy.

9. Contact

Website: https://www.flowshipz.com

Copyright © 2026 FlowShipZ. A Brand of Empyron Ventures Private Limited. All Rights Reserved.