Refund Policy

This Refund Policy ("Policy") describes the terms on which JDAC Logistics ("JDAC", "we", "us" or "our") processes cancellations and refunds for bookings made through the website and mobile application available at ship.jdaclogistics.com (the "Platform").

This Policy forms part of, and must be read together with, our Terms & Conditions. By making a booking on the Platform, you agree to the cancellation and refund terms set out below. Where a service-specific term or rate card states a different rule for a particular booking, that document prevails for that booking only.

• "Booking" means a confirmed shipment request with a unique waybill or booking reference.
• "Freight Charge" means the core transport charge for a Consignment, excluding taxes and add-on service fees.
• "Cancellation Charge" means an amount retained by JDAC to cover costs already incurred when a Booking is cancelled.
• "Refund" means the return of all or part of the amount paid for a Booking, in accordance with this Policy.
• "Prepaid Booking" means a Booking for which payment is collected in advance through the Platform.

You may request cancellation of a Booking through the Platform. The amount eligible for refund depends on the stage at which the cancellation is requested:

• Before pickup is assigned — the Booking can usually be cancelled with a full refund of the Freight Charge.
• After pickup is assigned but before collection — a Cancellation Charge may apply to cover dispatch and allocation costs already incurred.
• After the Consignment has been collected — the Booking is treated as in-transit and is generally not eligible for cancellation; return charges may apply if you ask for the Consignment to be brought back.

JDAC may also cancel a Booking where required — for example, where goods are prohibited or restricted, details are inaccurate, payment is not confirmed, or service is unavailable on the route. Where JDAC cancels a Booking for a reason not attributable to you, the amount paid is eligible for a full refund.

Cancellation Charges, where applicable, are intended only to recover costs already incurred, such as vehicle dispatch, handling and allocation. The applicable Cancellation Charge is displayed on the Platform at the time you request cancellation, before you confirm it.

Cancellation Charges do not apply where a Booking is cancelled due to an error or failure on the part of JDAC or its transport partners.

A refund may be issued, in full or in part, in the following situations:

• cancellation of a Prepaid Booking in accordance with Section 3;
• non-delivery or loss of a Consignment for which charges were paid;
• verified damage to a Consignment, subject to applicable liability limits;
• an overcharge or billing error, as covered in Section 9;
• a duplicate payment or failed transaction in which an amount was debited without a corresponding Booking; or
• a Booking cancelled by JDAC for a reason not attributable to you.

All refunds are subject to verification and to the limits, exclusions and timelines set out in this Policy and the Terms & Conditions.

The following amounts are generally not refundable, except where the loss is caused by JDAC or required by law:

• charges for services already performed, such as completed pickup, transport or delivery;
• Cancellation Charges properly applied under Section 4;
• convenience fees, platform fees or payment-gateway charges, where stated to be non-refundable at the time of booking;
• charges arising from inaccurate information you provided, such as incorrect weight, dimensions, address or contents; and
• costs incurred due to failed delivery caused by the Consignee being unavailable or refusing the Consignment.

If a Consignment is not delivered, or is confirmed lost while in JDAC's custody, you may be eligible for a refund of the Freight Charge paid, in addition to any compensation payable under the liability provisions of the Terms & Conditions.

Compensation for the value of lost goods is limited to the lower of the actual proven value of the goods or the liability limit applicable to the relevant service, unless a higher value was declared and additional risk coverage was purchased at the time of booking. A claim must be supported by the waybill number and proof of value.

If a Consignment is delivered in a damaged condition, you should record the damage on the proof of delivery at the time of receipt and report it to JDAC as soon as possible, within the claim window stated in the Terms & Conditions.

A damage claim must be supported by photographs of the damaged goods and packaging, the waybill number, and proof of value. Approved damage claims are settled subject to applicable liability limits and any purchased risk coverage. JDAC is not liable for damage caused by inadequate packaging, inherent defects of the goods, or inaccurate declaration.

If you believe you have been charged incorrectly — for example, due to a pricing error or a duplicate payment — you may raise a billing correction request. After verification, any amount overcharged will be refunded.

Where the actual weight, dimensions or contents of a Consignment differ from the details provided at booking, charges may be revised. If a revision results in a lower charge, the difference is refunded; if it results in a higher charge, the additional amount is payable by the Shipper.

Where a Cash-on-Delivery (COD) facility is used, the COD amount collected from the Consignee is remitted to the Shipper in accordance with the agreed remittance schedule and applicable COD-handling charges.

If a COD Consignment is returned undelivered, no COD amount is collected, and the Shipper remains responsible for applicable freight and return charges. Disputes regarding COD remittance should be raised through the grievance process in Section 17.

If a Consignment cannot be delivered after reasonable attempts — for example, due to an incorrect address, the Consignee being unavailable, or refusal to accept — it may be returned to the Shipper. In such cases:

• the original Freight Charge is generally non-refundable, as the transport service was performed; and
• return-to-origin charges, storage charges and any redelivery charges are payable by the Shipper.

Where non-delivery is caused by an error on the part of JDAC or its transport partners, applicable charges will be waived or refunded.

To request a refund or raise a claim, please:

1. raise the request through the Platform or contact JDAC support;
2. provide the waybill or Booking reference number;
3. state the reason for the refund and the amount claimed; and
4. attach supporting documents — such as proof of value, invoice, photographs of damage, or proof of delivery — where applicable.

Refund and claim requests must be raised within the timelines specified in the Terms & Conditions. Requests submitted after the applicable period, or without adequate supporting documents, may not be entertained.

Once a refund request is received, JDAC will review and verify it. We aim to assess eligible requests and communicate a decision within a reasonable period, typically [7–14] business days of receiving all required information.

After a refund is approved, the amount is initiated to the original payment method. The time for the amount to reflect in your account depends on your bank or payment provider and is typically [5–10] business days from the date the refund is initiated. JDAC is not responsible for delays caused by banks, payment gateways or other third parties.

Approved refunds are processed to the original payment method used for the Booking, such as the UPI account, card, net-banking account or wallet. Refunds cannot ordinarily be redirected to a different account or payment method.

Where the original payment method is unavailable, JDAC may, at its discretion, issue the refund through an alternative method after verifying your details. Any non-refundable fees or charges already incurred may be deducted from the refund amount.

Refunds will not be granted, and JDAC shall not be liable, for loss, delay or non-performance caused by events beyond its reasonable control, including acts of God, natural disasters, extreme weather, war, riots, strikes, government action, road closures, epidemics or pandemics, and disruption to transport or communication networks.

Refunds are also excluded where loss or damage results from prohibited or undeclared restricted goods, inadequate packaging, inaccurate declarations, or other breaches of the Terms & Conditions by the Shipper.

JDAC may update this Refund Policy from time to time to reflect changes in our services, pricing or legal requirements. The updated Policy will be posted on the Platform with a revised effective date and applies to Bookings made after it takes effect. Bookings already confirmed continue to be governed by the Policy in force at the time of booking.

For any question, dispute or complaint regarding a cancellation, refund or claim, please contact us. We will acknowledge and address grievances within a reasonable time and in accordance with applicable law.