Refund Policy

As Vayulogi is a shipping and logistics services platform, there are no physical products to return. Refunds are triggered by service failures, booking errors, or cancellations — not by product returns. All refund requests must be submitted within the specified timeframe.

Payment Methods Overview

Vayulogi supports multiple payment methods for users in India and globally. All refunds are returned to the original payment source — wallet or payment gateway — as applicable.

1. Refund Eligibility

A refund will be considered when one or more of the following conditions are met:

• Shipment booking was cancelled before pickup.
• Shipment was not picked up by the assigned courier within the committed window.
• Duplicate payment or technical payment error occurred.
• Vayulogi or the carrier failed to render the booked service.
• Shipment was delayed beyond the committed SLA (subject to compensation terms).
• Shipment was lost in transit (subject to claims process).
• Shipment was damaged in transit (subject to claims process).

2. Non-Refundable Scenarios

Refunds will not be issued in the following cases:

• Shipment already picked up and in transit (unless carrier failure is established).
• Incorrect address provided by the customer at the time of booking.
• Delivery refused or not accepted by the recipient.
• Prohibited, restricted, or undeclared items seized or held by authorities or the carrier.
• Delays caused by force majeure events — natural disasters, government restrictions, customs holds, strikes, or pandemics.
• Convenience fees, platform service charges, or payment gateway fees (unless Vayulogi is at fault).
• Shipments that violate Vayulogi's Terms of Service or carrier guidelines.

3. Refund Timelines — Indian Users (INR)

4. Refund Timelines — International Users (USD)

5. Wallet Refund & Usage Policy

5.1 Wallet Overview

Vayulogi offers a built-in digital wallet system for faster checkouts and easier refunds. Indian users hold an INR Wallet; international users hold a USD Wallet.

5.2 Wallet Refunds

• Eligible refunds may be credited to your Vayulogi Wallet at your request.
• Wallet refunds are processed within 1–2 business days — faster than payment gateway refunds.
• Wallet balance can be used for future shipment bookings on vayulogi.com.

5.3 Wallet Withdrawal & Restrictions

• Wallet balance is non-transferable to external bank accounts unless explicitly permitted by Vayulogi.
• Unused wallet credits do not expire, unless stated otherwise in a specific promotion.
• Promotional or bonus wallet credits cannot be withdrawn or converted to cash.
• INR Wallet and USD Wallet are independent and cannot be merged or converted.

6. Claims for Lost or Damaged Shipments

Vayulogi facilitates claims for shipments that are lost or damaged in transit. All claims are subject to investigation in coordination with the assigned carrier. The outcome and compensation amount depend on the declared value of the shipment, whether the shipment was insured, and the findings of the investigation.

6.1 How to Raise a Claim

• Email support@vayulogi.com with subject: CLAIM — [Shipment ID].
• Provide your Shipment ID, a description of the issue, and supporting documents.
• Lost shipments: raise claim within 7 days of expected delivery date.
• Damaged shipments: raise claim within 48 hours of delivery.
• Late claims will not be entertained.

6.2 Required Documentation

• Shipment ID and booking confirmation.
• Invoice or proof of value of the contents.
• For damaged shipments: photographs of the damaged package and contents.
• For lost shipments: tracking history confirming non-delivery.
• Any other supporting evidence requested by the Vayulogi team.

6.3 Claim Resolution

• Claim acknowledgement within 2 business days.
• Investigation and resolution: 7–14 business days depending on carrier response.
• Compensation capped at the declared/insured value of the shipment.
• Compensation, if approved, will be capped at the declared/insured value of the shipment.
• Refund or compensation will be processed to the original payment source once the claim is resolved.

6.4 Claim Exclusions

Claims will not be considered for:

• Prohibited or restricted items not permitted under carrier guidelines.
• Shipments improperly packed by the sender (inadequate packaging leading to damage).
• Perishable goods spoiled due to delivery delays.
• Undeclared or incorrectly declared contents.
• Force majeure circumstances (customs delays, natural disasters, etc.).

7. Regulatory Compliance

7.1 Consumer Protection Act, 2019

This policy is designed to comply with the Consumer Protection Act, 2019 (India), which governs unfair trade practices, deficiency in services, and consumer rights for Indian users of vayulogi.com.

7.2 Digital Personal Data Protection Act, 2023

All personal data collected during booking, refund, or claims processes is handled in accordance with the DPDP Act, 2023. Refer to our Privacy Policy.

7.3 Prepaid Payment Instrument (PPI) Compliance

Vayulogi's wallet system (INR Wallet) operates in compliance with applicable RBI guidelines on Prepaid Payment Instruments.

7.4 Policy Amendments

Vayulogi reserves the right to amend this policy at any time. All changes will be published on vayulogi.com/policies with an updated effective date. Continued use of the platform after the effective date constitutes acceptance of the revised policy.

8. Contact & Grievance Redressal

8.1 Grievance Redressal — Indian Users

In accordance with the Consumer Protection Act, 2019, Indian users who are not satisfied with Vayulogi's resolution may escalate to the National Consumer Helpline (NCH):

• Helpline: 1800-11-4000 (toll-free)
• Online: consumerhelpline.gov.in

Vayulogi also designates a Grievance Officer as required under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021. Contact details are available on www.vayulogi.com/legal.

8.2 Grievance Redressal — International Users

International users may pursue resolution through their applicable regional consumer protection authority or payment dispute mechanism provided by their card issuer or bank.