Refunds
Applies to bookings made on our website/app or via verified partners
2) Cancellation Windows & Fees
| When you cancel |
Condition |
Refund |
| Before crew dispatch |
Shown as “Scheduled” in your booking |
100% refund |
| After crew dispatched |
Shown as “En-route” |
Refund minus dispatch fee (₹199 or city-wise actuals) |
| At doorstep, before pickup |
Staff arrived but service not availed |
Refund minus visit fee (₹299 or city-wise actuals) |
| After pickup |
In transit |
No cancellation refund (service already rendered). Exceptions apply for SLA delays below. |
Fees cover crew travel/time and slot blocking. City-specific charges may vary by distance/time window.
3) Reschedules
- Free if requested ≥ 4 hours before your pickup window.
- ₹149 reschedule fee if < 4 hours before window, subject to slot availability.
- Multiple reschedules may attract additional fees or require cancellation + fresh booking.
4) No-Show & Access Issues
- If our crew arrives within your slot and cannot reach you/enter premises for 15 minutes, it’s treated as a No-Show.
- No-Show incurs a visit fee (₹299). You may book a fresh slot.
- Wrong/insufficient address or unreachable phone may also be treated as No-Show.
5) SLA Delays & Compensation
For eligible lanes/time windows, we offer Same-Day or Next-Day delivery SLAs (see Coverage & SLA). If we miss the committed window due to reasons within our control:
- Compensation may be a partial refund or promo credit as per plan/coverage purchased.
- Events beyond our control (force majeure: weather, strikes, regulatory checks, road closures, airline cancellations, etc.) are excluded from SLA compensation.
- Where you purchased an Insurance/Protection tier that includes delay compensation, we settle per that tier’s limits.
6) Partial & Pro-Rata Refunds
- If you reduce the number of bags before pickup, we refund the difference (minus any minimal change fee if applicable).
- If an add-on (e.g., Insurance) was charged but not utilized due to cancellation before pickup, it is refunded in full.
- Coupon/promo values are not refundable; used coupons are considered consumed.
7) Non-Refundable Charges
- Completed services (after pickup) except approved SLA compensation.
- Government/airport/partner handling fees already incurred.
- Convenience fees charged by payment gateways (where applicable and non-recoverable).
8) Method & Timeline
- Refunds are processed to the original payment method (Razorpay/Stripe/UPI/Card/Netbanking) wherever possible.
- Processing time: typically 2–5 business days after approval; your bank may take up to 7 business days to reflect the credit.
- If reversal to the original method fails, we may issue a coupon credit or request alternative bank details (IMPS/NEFT) with your consent.
We’ll email you once a refund is initiated, with a reference/ARN where available.
9) How to Request
Please email support@flymyluggage.in with the subject “Refund Request – [Order ID]” and include:
- Order ID, registered name & phone number
- Reason for refund (cancellation, SLA delay, duplicate payment, etc.)
- Any supporting proof (screenshots, timestamps). For SLA delays, include delivery proof/BagTrack screenshot.
We’ll review and respond within 24–48 business hours.
10) International Shipments
- Cancellations after customs filing/partner handover may incur documentation or carrier fees that are non-refundable.
- Refunds may take longer due to international payment networks and carriers (typically 5–10 business days post-approval).
11) Chargebacks
If you initiate a chargeback, we’ll share service proofs (OTP, seal photos, logs) with the acquiring bank. Where a chargeback is resolved in our favor, any temporary credits issued by your bank may be reversed per their policy.
12) Changes to Policy
We may update this policy periodically. The “Last updated” date reflects the latest version. Material changes will be posted here.
