Cancellation & Refund Policy

Business Name: TRANSPORTISTIC SOLUTIONS PRIVATE LIMITED
Brand Name: PIKUP

1. Cancellation by Customer

Before Driver Accepts

• 100% refund if cancelled before driver accepts the booking
• Refund processed within 5-7 business days
• Convenience fee is non-refundable

After Driver Accepts

• More than 24 hours before pickup: 80% refund
• 12-24 hours before pickup: 50% refund
• Less than 12 hours before pickup: 25% refund
• After pickup: No refund

2. Cancellation by Driver

• If driver cancels after accepting, customer receives 100% refund
• Driver may face penalties for frequent cancellations
• Emergency cancellations (vehicle breakdown, etc.) handled case-by-case
• Platform will assist in finding alternative driver

3. Refund Process

• Refunds initiated within 24 hours of cancellation approval
• Amount credited to original payment method
• Processing time: 5-7 business days for bank transfers
• Wallet refunds: Instant credit to PIKUP wallet
• Email confirmation sent once refund is processed

4. Non-Refundable Situations

• Cancellation after goods are picked up
• Customer not available at pickup location
• Incorrect or incomplete address provided
• Goods not ready for pickup at scheduled time
• Prohibited items discovered during pickup
• Customer refuses to pay additional charges (if applicable)

5. Modification of Bookings

• Minor changes (contact details, notes) can be made anytime
• Location changes may incur additional charges
• Date/time changes subject to driver availability
• Significant changes may require cancellation and rebooking

6. Disputes and Claims

• Report issues within 24 hours of delivery
• Provide supporting evidence (photos, documents)
• Claims reviewed within 3-5 business days
• Resolution based on terms and evidence provided
• Partial refunds may be offered for service issues

7. Force Majeure

In case of events beyond our control (natural disasters, strikes, government restrictions):

• Bookings may be cancelled without penalty
• Full refund or rescheduling offered
• Platform not liable for consequential losses

8. Damaged or Lost Goods

• Report damage/loss immediately upon delivery
• File claim within 24 hours with photos
• Claims processed as per insurance terms
• Compensation based on declared value and evidence
• Maximum liability limited to booking value

9. Convenience Fee

• Convenience fee charged on all bookings
• Convenience fee is non-refundable in all cases
• Covers platform maintenance, support, and payment processing

10. How to Cancel

1. Log in to your PIKUP account
2. Go to "My Bookings"
3. Select the booking you want to cancel
4. Click "Cancel Booking"
5. Select cancellation reason
6. Confirm cancellation
7. Receive confirmation email

11. Contact for Cancellations

For assistance with cancellations or refunds: