Refund & Cancellation Policy

1. Cancelling a shipment

• You can cancel a shipment from your dashboard any time before it is picked up by the courier (status “Booked” or “Pickup scheduled”).
• The full shipping charge for a cancelled shipment is refunded to your wallet immediately, and a credit note is recorded under Billing → Credit Notes.
• Once a parcel is picked up it cannot be cancelled; you may request a return (RTO), which is charged as per your rate card.

2. Failed bookings

If a courier rejects a booking, the amount deducted is automatically refunded to your wallet straight away.

3. Refunds of shipping charges

• Shipping charges are refunded only to your Pincode Express wallet, not to a bank account, except when you close your account (see the Wallet & Recharge Policy).
• Charges for shipments that were picked up, delivered, returned (RTO) or attempted are not refundable, except where a claim is approved under our Claims policy.
• If you were charged twice or incorrectly, raise a ticket within 30 days; verified excess charges are refunded to your wallet within 7 working days.

4. Refunds of wallet recharges

A recharge that failed or was debited from your bank without reaching your wallet is credited to your wallet, or refunded to the original payment method, within 5–7 working days of verification. Unused wallet balance is refundable only on account closure, as described in the Wallet & Recharge Policy. Promotional bonus credits are never refundable as cash.

5. How to request

Raise a ticket from Support in your dashboard or the Support section of your dashboard with the order ID / AWB and details.