Refund & cancellation policy
If we owe you money, you get it back.
Published because the Consumer Protection (E-Commerce) Rules 2020 require an e-commerce platform to display its cancellation and refund policy — and because you should not have to ask what happens to your money.
When you may cancel a booking is set out separately. Cancellation windows in our terms.
First: did the money ever leave?
Most of this page only applies if you paid in the app. It decides everything that follows.
Cash on delivery
You pay the driver at the end of the trip. If the trip never happened, you never paid — there is nothing to refund and nothing to claim.
If you paid cash and believe you were overcharged, that is a fare dispute, not a refund. Raise it against the booking and we hold the quote.
UPI, card or account
Money left your account when you confirmed. If the booking is cancelled or fails, it comes back.
This is what the rest of this page is about.
It goes back the way it came.
We do not hold your money as credit and we do not run a customer wallet. A refund reverses along the path the payment took.
Your payment method
Card, UPI handle or bank account — whichever you used.
Your bank or UPI app
They post the reversal to your account. This is the step we cannot speed up.
Our payment provider
We instruct the refund; the provider executes it.
Pakka
We mark the booking refunded the moment it is instructed.
The list reads backwards on purpose — that is the direction the money travels.
How long it takes.
We instruct the refund as soon as the booking is cancelled. What follows is your bank's clock, not ours.
- We instruct itWe control thisImmediately
The moment the cancellation is recorded.
- UPIYour bank's clock1–3 working days
Usually the fastest route back.
- CardYour bank's clock5–7 working days
Card networks and your issuing bank both sit in the middle.
- Business accountWe control thisOn the next invoice
Nothing is refunded to a bank account — a cancelled shipment simply is not billed.
If it has been longer than the window above, tell us. We hold the provider's reference for every refund and can chase it with them.
Money gone, no booking.
A payment can be debited while the booking fails. It is rare, it is not lost, and it does not need you to chase it.
What the bank does
A failed transaction is auto-reversed. The Reserve Bank of India sets the turn-around time for this, and where a bank misses it, compensation is payable by them.
What we do
Our payment provider tells us the payment succeeded but the booking did not. We reconcile it against the payment reference and refund from our side if the reversal has not already happened.
Either way, you get it back
You do not need to work out which of the two happened. Send us the payment reference and the time, and we will trace it.
What we do not refund.
Disclosed here because a charge you were not told about before you paid is not a charge we would try to defend.
A delivery that was completed
Once the drop code is verified and proof of delivery is captured, the service was performed. If something arrived damaged, that is a claim — see below — not a refund.
Waiting time already incurred
If a driver waited beyond the free period because the goods were not ready, that time was spent.
A cancellation fee, where one applies
Once a driver has been assigned we may charge a cancellation fee of up to ₹20. Where it applies, it is deducted from the refund rather than billed separately.
Losses beyond the fare
We refund what you paid us. We do not compensate for consequential loss — a missed appointment, a lost sale — as set out in our terms.
Damage or loss is handled as a claim, not a refund. Raise it within 48 hours of delivery and we investigate using the proof of delivery and the route record.
How to raise it.
Against the booking, so whoever picks it up already has the quote, the route and the payment reference.
Open the booking
In the app, find the trip in your history.
Raise a ticket against it
Pick “Billing”. The booking reference attaches itself.
Tell us what you expected
The amount and why. If you have a bank reference, include it.
We acknowledge within 24 hours
And tell you what we found, or what we still need.
No app to hand? Email us — but include the booking reference or we will only have to ask for it.
If we do not fix it.
Four rungs. You should never need the fourth, and it exists because you are entitled to it.
Support
Acknowledged within 24 hoursThe ticket you raised. Most refund questions end here.
Grievance officer
Within 15 daysIf support has not resolved it, escalate. We commit to resolving a grievance within 15 days of receiving it.
⚠️ A grievance officer has not yet been appointed by name. Until one is, this reaches the company directly at info@pakkalogistics.com.
National Consumer Helpline
Any timeThe government's own helpline, on 1915. Independent of us.
Consumer commission
Your right, regardless of anything on this pageDistrict, State or National, depending on the value in dispute, under the Consumer Protection Act 2019.
Still out of pocket?
Tell us the booking reference and what you expected to see. We would rather fix it than have you read this page twice.
info@pakkalogistics.com