1. Refund Eligibility
Village Express offers refunds under the following circumstances:
- Service cancellation before pickup (full refund)
- Parcel not delivered within the guaranteed timeframe (partial or full refund based on delay)
- Parcel lost or damaged during transit (full refund of service charges plus declared value)
- Double payment or billing errors (full refund of excess amount)
- Service not provided as described (partial or full refund)
2. Non-Refundable Situations
Refunds are not available in the following situations:
- Cancellation after pickup has been completed
- Delays caused by circumstances beyond our control (weather, natural disasters, strikes)
- Incorrect address provided by the customer
- Recipient refused to accept the parcel
- Prohibited items discovered during transit
- Force majeure events
3. Refund Process
To request a refund, follow these steps:
- Contact our customer support at support@villageexpress.com or call +91 1234567890
- Provide your booking number and reason for refund request
- Submit any required documentation (photos of damaged items, proof of payment, etc.)
- Our team will review your request within 3-5 business days
- Once approved, refund will be processed within 7-10 business days
4. Refund Methods
Refunds are processed using the original payment method:
- UPI/Card/Net Banking: Refund to the original account used for payment
- Cash: Refund via bank transfer or UPI to customer's account
- Wallet: Refund credited to Village Express wallet
5. Refund Timeline
- Processing Time: 3-5 business days for review
- Refund Initiation: 7-10 business days after approval
- Bank Processing: Additional 3-5 business days depending on bank
6. Partial Refunds
In cases of partial service delivery or partial damage, we may offer a partial refund based on the extent of the issue. The refund amount will be determined by our support team after reviewing the case.
7. Cancellation Charges
For cancellations made before pickup, the following charges may apply:
- Cancellation more than 24 hours before pickup: No charge
- Cancellation 12-24 hours before pickup: 10% of service fee
- Cancellation less than 12 hours before pickup: 25% of service fee
8. Dispute Resolution
If you are not satisfied with our refund decision, you can escalate the matter to our management team within 7 days of receiving our decision. All disputes will be resolved in accordance with our Terms & Conditions.
9. Contact Information
For refund-related queries, please contact:
- Email: refunds@villageexpress.com
- Phone: +91 1234567890
- Address: Village Express HQ, Hyderabad, India