Claims, Weight & Disputes Policy

1. Lost or damaged shipments

• Report a lost or damaged shipment by raising a ticket within 7 days of delivery (damage) or within 30 days of booking (loss), with the AWB, photos of the packaging and product, and the invoice.
• We take the claim up with the courier partner. Approved compensation is credited to your wallet.
• Compensation is limited to the lower of the declared value of the goods, or ₹2,000 per shipment, and in any case to what the courier partner pays for that shipment, unless you bought additional insurance or have a separate written agreement.
• Claims are not accepted for poor packaging, mis-declared contents or value, prohibited items, perishables, or delays.

2. Weight discrepancies

• Prices are based on the higher of actual weight and volumetric weight (length × breadth × height in cm ÷ 5000). Couriers re-weigh parcels at their hubs.
• If the courier’s weight is higher than you declared, the difference in charges is deducted from your wallet and shown in your ledger.
• You can dispute a weight charge within 7 days of it being applied by raising a ticket with clear photos of the packed parcel on a weighing scale and with a measuring tape on all sides. Accepted disputes are refunded to your wallet.

3. Fake delivery attempts

If a courier marks a delivery attempt that did not happen, report it from the shipment page (“Report fake attempt”) and we will escalate it to the courier and request a re-attempt.

4. Resolution

We aim to resolve claims and disputes within 30 days, depending on the courier partner’s investigation. If you are not satisfied, use our Grievance Redressal process.