Last Updated: January 1, 2024
1. Introduction
This Refund and Cancellation Policy ("Policy") applies to all services provided by Jaipur Golden Transport Co. Pvt. Ltd., operating under the brand name BALAJI Transport ("Company," "we," "our," or "us"). By using our services, you agree to the terms outlined in this Policy.
2. General Principles
At BALAJI Transport, we strive to provide excellent service and customer satisfaction. However, we understand that circumstances may arise that require service cancellation or refund requests. This Policy outlines the conditions and procedures for such requests.
3. Service Cancellation Policy
3.1 Cancellation by Customer
Customers may cancel their transportation services under the following conditions:
3.1.1 Pre-Dispatch Cancellation
- More than 24 hours before scheduled pickup: Full refund minus processing fees (5% of total amount)
- 12-24 hours before scheduled pickup: 80% refund of total amount
- Less than 12 hours before scheduled pickup: 50% refund of total amount
- After dispatch has begun: No refund available
3.1.2 Express Delivery Cancellation
- More than 6 hours before scheduled pickup: Full refund minus processing fees (10% of total amount)
- 3-6 hours before scheduled pickup: 70% refund of total amount
- Less than 3 hours before scheduled pickup: 30% refund of total amount
- After dispatch has begun: No refund available
3.2 Cancellation by BALAJI Transport
We may cancel services in the following circumstances:
- Weather conditions that make transportation unsafe
- Government restrictions or road closures
- Vehicle breakdown or mechanical issues
- Customer providing false or misleading information
- Prohibited items discovered in shipment
- Non-payment of advance charges (if applicable)
In case of cancellation by BALAJI Transport, customers will receive a full refund within 5-7 business days.
4. Refund Policy
4.1 Refund Eligibility
Refunds may be processed in the following situations:
- Service cancellation within the specified timeframes
- Service cancellation by BALAJI Transport
- Significant delay in delivery (more than 48 hours beyond estimated time)
- Damage to goods due to our negligence
- Loss of goods due to our negligence
- Billing errors on our part
4.2 Non-Refundable Situations
Refunds will not be provided in the following cases:
- Customer cancellation after dispatch has begun
- Damage to goods due to improper packaging by customer
- Loss or damage due to force majeure events
- Damage to perishable goods due to delays beyond our control
- Additional charges for special handling or services
- Insurance claims that are denied by the insurance provider
5. Refund Process
5.1 Refund Request Procedure
- Submit a written refund request to contact@jaipurgoldentransport.shop
- Include your booking reference number and reason for refund
- Provide supporting documentation if applicable
- Our team will review your request within 2 business days
- You will receive a response regarding the approval or denial of your request
5.2 Refund Processing Time
- Approved refunds: 5-7 business days for bank transfers
- Cheque refunds: 10-15 business days
- Digital payment refunds: 2-3 business days
5.3 Refund Method
Refunds will be processed using the same payment method used for the original transaction. If the original payment method is no longer available, alternative arrangements will be made.
6. Partial Refunds
In certain circumstances, partial refunds may be provided:
- Partial delivery due to damaged goods
- Service delays that do not meet our standards
- Additional charges that were not properly communicated
- Quality issues with our service delivery
7. Insurance Claims
7.1 Damage or Loss Claims
For goods that are damaged or lost during transportation:
- Claims must be reported within 48 hours of delivery
- Photographic evidence of damage must be provided
- Original packaging and goods must be preserved for inspection
- Insurance claims are subject to the terms of our insurance provider
- Claim processing may take 15-30 business days
7.2 Claim Denial
Insurance claims may be denied if:
- Goods were improperly packaged
- Damage was pre-existing
- Claim is filed after the 48-hour deadline
- Required documentation is incomplete
- Damage is due to inherent vice of the goods
8. Dispute Resolution
8.1 Internal Resolution
If you are not satisfied with our refund decision, you may:
- Request a review by our management team
- Provide additional supporting documentation
- Request a meeting with our customer service manager
8.2 External Resolution
If internal resolution fails, disputes may be resolved through:
- Mediation through a neutral third party
- Arbitration as per the Arbitration and Conciliation Act, 2015
- Consumer court proceedings (if applicable)
9. Special Circumstances
9.1 COVID-19 and Health Emergencies
During health emergencies or government-imposed restrictions:
- Full refunds will be provided for cancelled services
- No cancellation fees will apply
- Alternative service arrangements will be offered when possible
9.2 Natural Disasters
In case of natural disasters or extreme weather conditions:
- Services may be cancelled for safety reasons
- Full refunds will be provided
- Rescheduling options will be available
10. Contact Information
For refund and cancellation requests, please contact us:
- Email: contact@jaipurgoldentransport.shop
- Phone: +91 9950586943
- Address: E- IV, AMBER, JAIPUR, Jaipur, Rajasthan, 302028
- Business Hours: Monday to Friday, 9:00 AM to 6:00 PM
11. Policy Updates
We reserve the right to update this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Customers will be notified of significant changes via email or SMS.
12. Governing Law
This Policy is governed by the laws of India. Any disputes arising from this Policy will be subject to the jurisdiction of the courts in Jaipur, Rajasthan.
By using our services, you acknowledge that you have read, understood, and agree to be bound by this Refund and Cancellation Policy.