Cancellations & refunds

1. What this policy covers

This policy explains what happens when a Logistix booking is cancelled, when money comes back to you, and how to raise a claim if a delivery goes wrong. It forms part of our Terms of Service and is issued by BANTK LOGISTIX PRIVATE LIMITED.

Because we move goods rather than sell them, there is no returns process in the retail sense. What matters here is cancellation, failed delivery, and disputes over a fare or a consignment.

2. Cancelling before a driver partner is assigned

You can cancel free of charge at any point before a driver partner accepts your booking. Nothing is charged, and if you had paid online, the full amount is returned.

3. Cancelling after a driver partner is assigned

Once a driver partner accepts and starts travelling to your pickup point, they have committed time and fuel to your booking. A cancellation fee may apply from that point.

The fee that applies to your booking is shown in the app before you confirm the cancellation — you will never be charged an amount you were not shown first. Where a cancellation fee applies to an online payment, the balance is refunded.

We do not charge a cancellation fee where the reason for cancelling is on our side or the driver partner's — for example a partner who is not moving toward the pickup point, a long unexplained delay, a vehicle that does not match what you booked, or a partner who asks you to cancel on their behalf.

4. If the driver partner cancels

If a driver partner cancels, we look for a replacement vehicle. You are not charged a cancellation fee, and any amount paid online for a booking we cannot fulfil is refunded in full.

If a driver partner repeatedly cancels accepted bookings, that is handled with the partner under our Terms of Service.

5. Waiting time and no-shows at pickup

Each booking includes a free waiting period at pickup, shown in the app. Beyond it, waiting charges apply for the time the vehicle is held.

If nobody is available to hand over the goods and you cannot be reached, the driver partner may cancel after the free waiting period. This is treated as a customer cancellation, and the cancellation and waiting charges incurred up to that point are payable.

6. If delivery cannot be completed

Sometimes a trip starts but cannot finish — the recipient is unreachable or refuses the consignment, the address is wrong, or access is blocked.

In that case the driver partner will attempt to contact you for instructions. If the goods are returned to the pickup point, the trip is charged as completed, and the return leg is charged as an additional trip. If the goods were never collected, only the charges incurred to that point apply.

Where the failure was caused by us or by the driver partner rather than by you or the recipient, you are not charged for the failed trip.

7. Fare disputes

If the final fare looks wrong, raise it through in-app support or by email, with the trip details, within a reasonable time of the trip completing and in any case within seven days.

We check the trip record — route, distance, stops, waiting time and any additional charges — and explain the calculation. Where a fare was charged in error, we correct it: an online payment is refunded to the original payment method, and a cash fare is adjusted by refunding the excess or crediting your account.

8. Loss of or damage to goods

Raise a claim as soon as you notice a problem, and no later than 48 hours after the trip is marked delivered. Damage that is only reported days later cannot be traced to the trip with any confidence.

Send us the trip details, photographs of the damage and packaging, an invoice or other proof of the value of the goods, and a short account of what happened. We investigate with the driver partner, review proof-of-delivery evidence, and tell you the outcome.

Please read the liability section of our Terms of Service before claiming. In short: we do not insure your goods, claims are assessed against the driver partner who carried them, and losses caused by poor packing, misdescribed goods, prohibited goods or events outside anyone's control are not payable. Insure valuable consignments separately.

9. How refunds are issued

Refunds are made to the original payment method. An amount paid by card, UPI or netbanking is reversed through the payment provider, and the time it takes to appear depends on your bank or payment provider rather than on us.

Where a fare was paid in cash to the driver partner, a refund is issued as a credit to your Logistix account or by bank transfer to an account you nominate, since there is no card transaction to reverse.

We do not charge a fee for processing a refund.

10. How to raise a request

Start with in-app support on the trip in question — it carries the trip details with it, which makes resolution faster.

You can also email bantklogistix2026@gmail.com with your registered mobile number, the trip date and the pickup and drop points. We acknowledge requests on receipt and aim to resolve them within a reasonable period, keeping you updated where an investigation takes longer.

If you are not satisfied with the outcome, escalate to our Grievance Officer at bantklogistix2026@gmail.com, or write to Grievance Officer, BANTK LOGISTIX PRIVATE LIMITED, F-167, Sudarshan Park, Karam Pura, West Delhi, New Delhi, Delhi 110015, India. Your rights under the Consumer Protection Act, 2019 are unaffected by this policy.