At ZonalHub, customer satisfaction and transparency are our top priorities. This Refund and Cancellation Policy outlines the terms under which refunds, cancellations, and adjustments are processed for all logistics and fulfilment services provided by VK Courier & Logistics.

1. Shipment Booking Cancellation

• Shipments booked through ZonalHub’s dashboard or API can be cancelled before pickup without any charge.
• Once a shipment has been picked up or marked “In Transit”, cancellation is not allowed.
• In case of a system or courier error (e.g. duplicate booking, wrong pincode auto-mapping), we will cancel the shipment and credit the full amount to your ZonalHub wallet within 24–48 hours.

2. Service Fees & Refund Eligibility

• Prepaid Bookings: Refunds are allowed only if shipment has not been dispatched.
• COD Orders: No refund is applicable once delivery attempt has been initiated.
• Wallet Top-ups: Credits added to the ZonalHub wallet are non-refundable but remain valid for future shipments.
• Cancelled / Failed Pickups: In case the courier fails to pick up the parcel within SLA, the booking fee (if deducted) will be refunded to your wallet automatically.

3. Refund for Delayed or Lost Shipments

If your parcel is delayed beyond the service commitment (e.g. same-day / next-day delivery) or lost in transit:

• File a claim within 72 hours of the delivery date or expected delivery window.
• Upon verification, eligible refund or compensation will be processed within 7–10 working days.
• Refunds are processed either to your ZonalHub wallet or registered bank account as per settlement preference.
• Maximum liability for compensation is limited as per our Terms & Conditions (currently ₹1,000 or declared shipment value, whichever is lower).

4. COD Remittance & Dispute Refunds

• COD amounts are remitted within 2–5 business days of successful delivery.
• In rare cases of disputed COD payments (fake currency, mismatch), ZonalHub will investigate with proof (POD copy, delivery video/photo).
• If courier-side fault is found, ZonalHub will refund or adjust the amount to the seller’s wallet.

5. Wallet Refunds & Adjustments

• Refunds are first credited to your ZonalHub wallet.
• You can use wallet balance for future bookings, RTO charges, or COD settlement adjustments.
• Direct bank refunds are only possible for prepaid B2B clients upon written request and KYC verification.

6. Non-Refundable Items

• Charges for completed pickups or deliveries.
• Fuel surcharge, RTO fees, or packaging material cost.
• Value-added services (like WhatsApp COD confirmation or same-day badge subscription) once activated.

7. Refund Timeline

• Eligible refunds are processed within 7–10 working days after internal verification.
• If refund is delayed beyond 10 days, contact billing@zonalhub.in with your booking ID and invoice number.

8. Force Majeure

ZonalHub is not responsible for delays, loss, or refund failures due to circumstances beyond control — such as natural disasters, strikes, lockdowns, or network outages.

9. Contact for Refund Support

If you have questions or refund requests, contact our team:

ZonalHub Refund Desk
VK Courier & Logistics
📍 Bhim Nagar, Rajiv Nagar, Gurugram – 122006
📧 billing@zonalhub.in | support@zonalhub.in
📞 +91-XXXXXXXXXX