REFUND POLICY

Effective Date: November 25, 2025
Last Updated: November 25, 2025

1. INTRODUCTION

This Refund Policy (“Policy”) governs refunds and cancellations for services provided by Wham Vision Private Limited (CIN: U35303KA2022PTC163832), trading as Shipzy, with its registered office at:

4th Floor, Cafe Coffee Day, Thanks Court, 3rd B Main Rd, behind CMR Main Road, HBRR Layout 3rd Block, Bengaluru, Karnataka 560043, India

This Policy applies to all customers (“you,” “Customer”) using our domestic and international courier, luggage shipping, airport pickup, hotel pickup, and related services.

By using our services, you agree to the terms of this Policy. Please read it carefully before making a booking or payment.

2. GENERAL REFUND PRINCIPLES

2.1 Limited Refund Scenarios

Refunds are ONLY issued in the following specific scenario:

• Damage to shipment during transit while in our custody (subject to conditions in Section 3)

2.2 No Refunds for Delays

We do NOT issue refunds for delays of any kind, regardless of the cause, duration, or impact. This includes but is not limited to delays caused by:

• Flight delays, cancellations, or rescheduling
• Customs clearance procedures
• Traffic congestion or road closures
• Vehicle breakdown or mechanical issues
• Natural disasters or adverse weather
• Strikes, protests, or civil unrest
• Government restrictions or lockdowns
• Customer unavailability or incorrect information
• Any Force Majeure event

2.3 No Refunds for Loss

We do NOT issue refunds for lost or missing shipments. All shipments are at the Customer’s risk. We strongly recommend purchasing insurance for valuable items.

2.4 No Refunds for Customs Issues

We do NOT issue refunds for shipments that are:

• Seized or confiscated by customs authorities
• Delayed by customs clearance procedures
• Returned to origin due to customs non-compliance
• Held for inspection or documentation requirements
• Subject to duties, taxes, or penalties

3. REFUNDS FOR DAMAGED SHIPMENTS

3.1 Eligibility for Refund

You may be eligible for a refund if:

• Your shipment was damaged during transit while in our custody.
• The damage occurred after we took possession of the shipment and before final delivery.
• You provide photographic evidence of the damage within 24 hours of delivery.
• The damage was not caused by improper packing, nature of goods, Force Majeure, or customer negligence.

3.2 Maximum Refund Amount

Our maximum liability for damaged shipments is ₹3,000 (Rupees Three Thousand Only) per shipment, regardless of the actual value of the damaged item(s), unless:

• The shipment is covered by insurance (in which case insurance terms apply), OR
• A separate written agreement specifies a different liability limit

3.3 Conditions and Exclusions

We will NOT issue refunds for damage if:

• The damage was caused by inadequate or improper packing by the Customer
• The item is fragile by nature (glass, ceramics, electronics) and was not declared as such or properly packed
• The item is inherently defective, perishable, or susceptible to damage during normal handling
• The damage occurred due to a Force Majeure event (see Section 8)
• The Customer failed to declare the shipment as fragile or requiring special handling
• The damage occurred after delivery (e.g., during unpacking or at the Consignee’s premises)
• The Customer did not provide photographic evidence within 24 hours of delivery
• The shipment was packed by the Customer against our advice or recommendations

3.4 Evidence Requirements

To claim a refund for damage, you must:

• Notify us immediately via WhatsApp, email, or phone within 24 hours of delivery.
• Provide clear photographic evidence showing:
  • The damaged item(s)
  • The packaging (both outer and inner)
  • Any visible signs of mishandling or impact
• Provide the original booking confirmation and shipment tracking details.
• Allow us to inspect the damaged item if requested (in certain cases).

3.5 Refund Processing

If your claim is approved:

• Refunds will be processed within 7-14 business days of claim approval.
• Refunds will be credited to the original payment method (UPI, bank account, or Razorpay).
• You will receive a confirmation email or WhatsApp message once the refund is processed.

4. NO REFUNDS FOR DELAYS

4.1 Policy Statement

Shipzy does NOT issue refunds, compensation, or credits for any delays in pickup or delivery, regardless of the cause, duration, or consequences.

4.2 Reasons for Delays (No Refund Scenarios)

Delays may occur due to, but are not limited to:

4.2.1 Aviation and Transportation Issues

• Flight delays, cancellations, or rescheduling
• Airport congestion or slot availability
• Aircraft mechanical issues or crew shortages
• Air traffic control restrictions
• Fuel shortages or supply disruptions

4.2.2 Road and Traffic Issues

• Traffic congestion, accidents, or road closures
• Vehicle breakdown or mechanical failures
• Fuel shortages or unavailability
• Driver unavailability or illness
• Route diversions or detours

4.2.3 Customs and Regulatory Issues (International Shipments)

• Customs clearance delays
• Additional documentation requirements
• Inspection or verification procedures
• Duty or tax payment delays
• Compliance checks or regulatory holds

4.2.4 Natural Disasters and Weather

• Floods, earthquakes, cyclones, storms, or tsunamis
• Heavy rain, fog, snow, or extreme temperatures
• Landslides, avalanches, or mudslides
• Lightning, wildfires, or dust storms
• Adverse weather affecting air, road, or other transport

4.2.5 Civil Unrest and Government Actions

• Strikes, protests, bandhs, or demonstrations
• Riots, civil disturbances, or political instability
• Lockdowns, curfews, or emergency orders
• Government restrictions or regulatory changes
• Security alerts or terrorism threats

4.2.6 Public Holidays and Festivals

• National holidays, state holidays, or regional festivals
• Non-working days for government offices, customs, or carriers
• Reduced operational capacity during holiday periods

4.2.7 Customer-Related Delays

• Incorrect or incomplete pickup address provided by Customer
• Incorrect or incomplete delivery address provided by Customer
• Customer unavailable at pickup location
• Consignee unavailable at delivery location
• Unreachable contact numbers (switched off, disconnected, or not responding)
• Wrong phone numbers provided
• Delayed response to our communication (WhatsApp, SMS, email)
• Failure to provide required documentation (ID, customs forms, etc.)
• Refusal by Consignee to accept delivery
• Request for rescheduling by Customer or Consignee

4.2.8 Third-Party Carrier Issues

• Delays by courier partners (Delhivery, Movin, Blowdart, DHL, FedEx, etc.)
• Operational issues at carrier hubs or sorting centers
• Capacity constraints or volume surges
• System downtimes or technical failures

4.2.9 Other Causes

• Pandemics, epidemics, or health emergencies (e.g., COVID-19)
• Telecommunication failures (network outages, server issues)
• Cargo terminal closures or restricted access
• Security checks or baggage screening delays
• Acts of terrorism, war, or military operations
• Any other event beyond our reasonable control (Force Majeure)

4.3 Customer Acknowledgment

By using our services, you acknowledge and accept that:

• Logistics and courier services are subject to inherent uncertainties and external factors beyond our control.
• Delays are possible and may occur despite our best efforts.
• No refunds, compensation, credits, or damages will be issued for delays of any kind.
• You assume the risk of delay when booking our services.
• You should plan accordingly and not rely on guaranteed delivery timelines for time-sensitive shipments.

5. NO REFUNDS FOR LOSS OR THEFT

5.1 Policy Statement

We do NOT issue refunds for lost or stolen shipments.

5.2 Customer Responsibility

• All shipments are at the Customer’s risk.
• We strongly recommend purchasing insurance for valuable, high-value, or irreplaceable items.
• For items valued over ₹50,000, insurance is mandatory under our Terms & Conditions.

5.3 Third-Party Carriers

• We use third-party carriers (Delhivery, Movin, Blowdart, DHL, FedEx, etc.) who do not accept liability for loss or theft.
• Our liability is limited as specified in our Terms & Conditions.

5.4 Loss Scenarios (Except the Minimum Refund Amount)

We do not issue refunds if:

• A shipment is lost during transit
• A shipment is stolen by third parties
• A shipment goes missing at a carrier hub, customs facility, or warehouse
• A shipment is delivered to the wrong address due to Customer error
• A shipment is confiscated by authorities
• Partial contents are missing from a package

6. CANCELLATION POLICY

6.1 Cancellation Before Pickup

If you cancel a booking before we pick up the shipment:

• A cancellation fee of 20% of the booking amount will be charged (minimum ₹100).
• The remaining amount will be refunded to the original payment method within 7-14 business days.

6.2 Cancellation After Pickup

No refunds will be issued if you cancel a booking after the shipment has been picked up and is in transit.

6.3 How to Cancel

To cancel a booking:

• Contact us immediately via WhatsApp, email, or phone.
• Provide your booking reference number and shipment details.
• Cancellation is subject to our confirmation.

6.4 Company-Initiated Cancellation

If we cancel a booking due to:

• Customer breach (prohibited items, false information, non-payment, violation of Terms): No refund will be issued.
• Operational reasons (unavailability of service, safety concerns): Full refund will be issued.

7. NO REFUNDS FOR CUSTOMS ISSUES (INTERNATIONAL SHIPMENTS)

7.1 Policy Statement

We do NOT issue refunds for any issues related to customs clearance, duties, taxes, or regulatory compliance.

7.2 Customer Responsibility for Customs

For international shipments:

• Customs clearance is primarily the Customer’s responsibility.
• The Customer is responsible for all customs duties, taxes, and levies.
• The Customer must provide accurate documentation (invoices, declarations, permits).
• The Customer must respond promptly to customs inquiries.

7.3 No Refund Scenarios (Customs-Related)

We will NOT issue refunds if:

• Customs seizes, confiscates, rejects, or destroys the shipment
• The shipment is delayed for customs inspection or documentation
• The shipment is returned to origin due to customs non-compliance
• Additional duties, taxes, or penalties are imposed by customs
• The Customer fails to cooperate with customs authorities
• The Customer refuses to pay customs duties or taxes

7.4 Reimbursement of Duties Paid by Us

If we pay customs duties on your behalf (in certain cases):

• You must reimburse us immediately upon demand.
• Failure to reimburse may result in legal action and additional charges.

8. FORCE MAJEURE EVENTS

8.1 Definition

“Force Majeure” refers to events beyond our reasonable control, including but not limited to:

• Acts of God (earthquakes, floods, storms, cyclones, tsunamis)
• Adverse weather conditions (fog, rain, snow, extreme heat)
• Pandemics, epidemics, or public health emergencies
• Government actions (lockdowns, curfews, emergency orders, regulatory changes)
• Civil unrest (strikes, protests, riots, bandhs, demonstrations)
• Transportation disruptions (flight cancellations, airport closures, vehicle breakdowns)
• Telecommunications failures (internet outages, network disruptions)
• Terrorism, war, invasion, or military operations
• Accidents, collisions, or cargo terminal closures

8.2 Effect of Force Majeure

In the event of Force Majeure:

• No refunds, compensation, or damages will be issued.
• We are excused from performance of our obligations to the extent affected by the Force Majeure event.
• We will make reasonable efforts to resume services as soon as practicable.

9. REFUND PROCESSING

9.1 Refund Timeline

• Approved refunds will be processed within 7-14 business days of approval.
• The refund will be credited to the original payment method (UPI, bank account, Razorpay, etc.).
• Processing times may vary depending on your bank or payment provider.

9.2 Refund Notification

You will be notified via WhatsApp, email, or SMS when:

• Your refund claim is approved or rejected
• The refund has been processed and credited

9.3 Refund Amount

The refund amount will be:

• Up to ₹3,000 for damaged shipments (as per eligibility)
• 80% of booking amount for cancellations before pickup (minus 20% cancellation fee)
• No refund for all other scenarios (delays, loss, customs issues, etc.)

10. DISPUTE RESOLUTION

10.1 Complaints and Concerns

If you have a complaint or concern about a refund:

• Contact us via WhatsApp, email, or phone (details in Section 12).
• Provide your booking reference number and details of the issue.
• We will investigate and respond within 3-5 business days.

10.2 Escalation

If you are not satisfied with our response:

• You may escalate the matter to our management team.
• We will attempt to resolve the issue amicably through good-faith negotiations.

10.3 Legal Recourse

• This Policy is governed by the laws of India.
• Any disputes shall be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka, India.

11. AMENDMENTS TO THIS POLICY

11.1 Right to Modify

We reserve the right to modify, amend, or update this Policy at any time without prior notice. Changes will be effective immediately upon posting on our Website.

11.2 Customer Responsibility

It is your responsibility to review this Policy periodically. Continued use of our services after changes are posted constitutes acceptance of the modified Policy.

12. CONTACT INFORMATION

For questions, refund requests, or complaints, please contact us:

Wham Vision Private Limited
Registered Office: 4th Floor, Cafe Coffee Day, Thanks Court, 3rd B Main Rd, behind CMR Main Road, HBRR Layout 3rd Block, Bengaluru, Karnataka 560043, India
CIN: U35303KA2022PTC163832
Website: https://shipzy.in
Email: Hello@shipzy.in
Phone: +919584429584
WhatsApp: +919584429584

13. SUMMARY OF KEY POINTS

For quick reference: