Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy outlines the terms and conditions for cancellations and refunds for services provided by Shree Yogi Express Logistic Services Private Limited, operating under the brand name "Reddy Anna". This policy is designed to be fair to both our customers and our business operations while complying with Indian consumer protection laws.

By using our services, you agree to the terms outlined in this policy. This policy should be read in conjunction with our Terms and Conditions and Privacy Policy.

2. Service Categories

Our refund and cancellation policies vary based on the type of service:

• Express Delivery Services: Same-day and next-day delivery
• Standard Freight Services: Regular cargo transportation
• Warehousing Services: Storage and inventory management
• Specialized Services: Temperature-controlled, hazardous materials, etc.
• Recurring Services: Regular pickup and delivery arrangements

3. Cancellation Policy

3.1 Customer-Initiated Cancellations

3.1.1 Express Delivery Services

• Before Pickup: Free cancellation up to 2 hours before scheduled pickup time
• 1-2 Hours Before Pickup: 25% cancellation fee applies
• After Pickup: No cancellation allowed; full charges apply
• Same-Day Services: No cancellation allowed once booking is confirmed

3.1.2 Standard Freight Services

• 24+ Hours Before Pickup: Free cancellation
• 12-24 Hours Before Pickup: 15% cancellation fee
• 6-12 Hours Before Pickup: 25% cancellation fee
• Less than 6 Hours: 50% cancellation fee
• After Pickup: No cancellation; full charges apply

3.1.3 Warehousing Services

• Monthly Contracts: 30 days written notice required
• Annual Contracts: 60 days written notice required
• Early Termination: May incur penalty as per contract terms
• Storage Fees: Prorated refund for unused period

3.1.4 Specialized Services

• Temperature-Controlled: 48 hours notice required; 30% cancellation fee
• Hazardous Materials: 72 hours notice required; 40% cancellation fee
• Oversized Cargo: 48 hours notice required; 35% cancellation fee

3.2 Company-Initiated Cancellations

We may cancel services due to:

• Force majeure events (natural disasters, strikes, etc.)
• Regulatory restrictions or legal requirements
• Safety concerns or operational constraints
• Customer non-compliance with terms and conditions
• Prohibited or restricted items in shipment

In case of company-initiated cancellations, customers will receive full refund unless cancellation is due to customer non-compliance.

4. Refund Policy

4.1 Refund Eligibility

Refunds are available in the following circumstances:

• Service cancellation within allowed timeframes
• Service failure or non-performance by Reddy Anna
• Significant delays beyond committed timelines (case-by-case basis)
• Overcharging or billing errors
• Duplicate payments
• Company-initiated cancellations

4.2 Non-Refundable Situations

Refunds will not be provided in the following cases:

• Services already completed successfully
• Delays due to customer-provided incorrect information
• Delays due to recipient unavailability
• Delays due to force majeure events
• Cancellations after pickup has been completed
• Services cancelled outside allowed timeframes
• Damage due to improper packaging by customer
• Customs delays for international shipments

4.3 Partial Refunds

Partial refunds may be applicable for:

• Services partially completed
• Warehousing services with early termination
• Multi-leg shipments where some legs are completed
• Value-added services not utilized

5. Refund Process and Timelines

5.1 Refund Request Process

1. Submit Request: Contact our customer service with refund request
2. Provide Documentation: Submit required documents (booking confirmation, payment proof, etc.)
3. Review Process: Our team will review the request within 3-5 business days
4. Approval/Rejection: You will be notified of the decision via email/SMS
5. Refund Processing: Approved refunds will be processed as per timelines below

5.2 Refund Timelines

5.3 Refund Methods

Refunds will be processed using the same payment method used for the original transaction. In cases where this is not possible:

• Bank transfer to customer's verified account
• Cheque issued to customer's registered address
• Credit note for future services (with customer consent)

6. Special Circumstances

6.1 Service Failures

In case of service failures attributable to Reddy Anna:

• Full refund of service charges
• Compensation for additional costs incurred (case-by-case basis)
• Priority rebooking at no additional cost
• Service credits for future use

6.2 Weather and Natural Disasters

For cancellations due to weather or natural disasters:

• Free rescheduling to next available slot
• Full refund if rescheduling is not acceptable
• No cancellation fees apply

6.3 Government Restrictions

For cancellations due to government restrictions or lockdowns:

• Services will be rescheduled when restrictions are lifted
• Full refund available if customer prefers
• No additional charges for rescheduling

7. Dispute Resolution

7.1 Internal Resolution

If you disagree with our refund decision:

1. Contact our customer service manager
2. Provide additional documentation if available
3. Request escalation to senior management
4. Allow 7-10 business days for review

7.2 External Resolution

If internal resolution is not satisfactory:

• Consumer forum complaints as per Consumer Protection Act, 2019
• Arbitration as per our Terms and Conditions
• Legal proceedings in Pune, Maharashtra courts

8. Contact Information for Refunds

9. Required Documentation

For refund requests, please provide:

• Booking confirmation number or receipt
• Payment proof (transaction ID, receipt, etc.)
• Reason for cancellation/refund request
• Bank account details for refund processing
• Any supporting documents relevant to the claim
• Valid ID proof of the person requesting refund

10. Modifications to This Policy

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be:

• Posted on our website with updated effective date
• Communicated to existing customers via email
• Applied to new bookings after the effective date
• Not applied retroactively to existing bookings

11. Governing Law

This policy is governed by Indian law, including:

• Consumer Protection Act, 2019
• Indian Contract Act, 1872
• Goods and Services Tax Act, 2017
• Other applicable central and state laws

Any disputes shall be subject to the jurisdiction of courts in Pune, Maharashtra, India.

12. Consumer Rights

As a consumer, you have rights under Indian consumer protection laws. This policy does not limit your statutory rights. If you believe your consumer rights have been violated, you may:

• File a complaint with the District Consumer Forum
• Approach the State Consumer Commission
• Contact the National Consumer Helpline: 1800-11-4000
• Use the Consumer Helpline mobile app