Refund policy
Effective 24 September 2026
The short version: if we did not do what you paid for, you get your money back. Here is exactly when and how much.
Cancellations
| When you cancel | What you get back |
|---|---|
| Before a rider is assigned | Full refund, no deduction |
| After assignment, before pickup | Full refund less a cancellation fee covering the rider's trip |
| After pickup, before handover to intercity transport | Refund less the cancellation fee and the return trip to you |
| After handover to the bus | The shipment continues. A return must be booked and paid for separately |
If we fail to deliver
- We could not collect it — because no rider was available, or we cancelled — full refund, no questions.
- We could not deliver it and it comes back to you — you pay the return leg only where the failure was caused by an incorrect address or an unreachable receiver. Where the failure was ours, both legs are refunded.
- Materially late on a time-definite service — if you bought Express against a stated deadline and we missed it, the difference between Express and Standard is refunded.
Damage and loss
Raise a claim from the shipment page or our complaint form within 15 days. Because every handover is photographed and timestamped, we can usually establish where it happened rather than argue about it.
- Lost — the declared value up to the cover limit, plus the full shipping charge.
- Damaged — repair cost, or the declared value up to the cover limit where it cannot be repaired.
- Free cover is ₹5,000. If you declared a higher value and paid the premium, cover is up to that value.
- Where value was not declared, cover is limited to ₹5,000 or the actual value, whichever is lower.
When we will not refund
- A prohibited item was discovered after booking.
- Damage caused by inadequate packing, or inherent to the nature of the goods.
- The address or receiver details you gave were wrong and delivery failed because of it.
- Delay caused by floods, strikes, blockades, civil disturbance or government action.
- A claim raised more than 15 days after delivery or expected delivery.
How long it takes
| Method | Timeline |
|---|---|
| UPI | 1–3 working days |
| Card | 5–7 working days, depending on your bank |
| Net banking / wallet | 3–5 working days |
| Turant credit | Immediate |
| Business account | Credit note on the next invoice, or a bank transfer on request |
We initiate refunds within 48 hours of approving them. The time after that is your bank's, not ours — but we will give you the reference number so you can chase it if it stalls.
Cash on delivery
If the receiver refuses a COD parcel, no COD amount is collected and nothing is charged to them. The return leg is charged to the sender unless the refusal was caused by damage or an error on our side.
Escalation
If a refund decision seems wrong to you, reply to the claim or write to contact@turantlogistics.com with your TRT number. Our grievance officer responds within three working days with the evidence the decision was based on.