Refund & Cancellation Policy

1. Overview

Sendder Bus-In Parcel (“Sendder”, “we”, “us”) is committed to fair, transparent refunds when a parcel-delivery service is not fulfilled as promised. This policy applies to every payment made through the Sendder platform (sendder.in) using UPI, cards, wallets, or netbanking via our payment partner Razorpay.

2. When you are eligible for a full refund (100%)

• The vendor rejects or cancels your booking after payment.
• No vendor accepts your booking within 24 hours of payment.
• The parcel is lost by the vendor before pickup or during transit.
• Sendder cancels a booking for internal / compliance / safety reasons.
• A duplicate charge for the same booking (verified with Razorpay).

3. When you are eligible for a partial refund

• Parcel arrives damaged — refund quantum is decided based on documented evidence (photos, dispute description). Typical range: 25%–75% of the booking value.
• Parcel arrives late beyond the stated SLA — up to 20% of the booking value as goodwill credit.
• Weight / dimensions on the parcel differ materially from what was declared, but service was still rendered — pro-rated refund.

4. When refunds are NOT applicable

• Parcel is successfully delivered as booked and no dispute is raised within 48 hours.
• Parcel contains prohibited items (hazardous, illegal, perishable, cash, or fragile items not declared). See our Terms.
• Customer provides an incorrect delivery address, phone, or receiver name and the parcel is delivered to the given details.
• Receiver refuses to accept a genuine delivery.
• Force majeure events (natural disasters, strikes, government actions, riots).

5. How to raise a refund request

1. Open your booking on sendder.in → “My Shipments”.
2. Tap “Report a problem” and select the reason (damaged / not delivered / delayed / other).
3. Attach photos and describe the issue in your own words.
4. Our Ops team reviews the dispute and responds within 48 hours.

6. Refund timeline & mode

Approved refunds are issued back to your original payment method via Razorpay:

• UPI / wallets: 1–4 business days
• Credit & debit cards: 5–7 business days
• Netbanking: 3–5 business days

In some cases we may offer instant refunds via Razorpay Optimum (arrives in minutes) when eligible. You cannot request cash refunds.

7. Cancellation before pickup

• Before a vendor accepts the booking — 100% refund automatically.
• After acceptance but before pickup — 90% refund (10% platform/vendor coordination fee).
• After pickup — not cancellable; the parcel must complete its journey and can only be refunded via the dispute process above.

8. Contact us

For any refund query, write to saaypvt@gmail.com with your Bilty number (e.g. BLT/26/0007). We respond within one business day.