Refund & Cancellation Policy
At Xindus, we strive to provide reliable logistics and shipping services to our customers.
This Refund & Cancellation Policy explains how refunds, credits, and unused wallet balances are handled in connection with shipments booked through the Xindus platform.
1. Shipment Cancellation & Returns
Where a shipment is cancelled or returned to the Origin due to cancellation, non-delivery, or any other applicable reason, the treatment of the amount paid for such shipment will be subject to the applicable terms of the shipment and the services provided.
For eligible cancelled or returned shipments, the amount determined to be refundable after applicable adjustments will not be refunded directly to the original payment method. Instead, the eligible amount will be credited to the customer's:
- Option AXindus Wallet
- or
- Option BCredit Ledger, as applicable.
Such credit may be used towards future shipments or other services available through the Xindus platform.
2. Applicable Adjustments
The amount credited to the Wallet or Credit Ledger may differ from the original amount paid for the shipment.
Before processing any credit, Xindus may make applicable adjustments for, including but not limited to:
- Shipping or logistics charges already incurred;
- Return-to-Origin (RTO) charges;
- Cancellation charges, where applicable;
- Duties, taxes, government charges, or other statutory amounts;
- Additional services or charges already provided or incurred;
- Third-party charges that are non-refundable; and
- Any other amount payable by the customer under the applicable shipment terms.
3. Refund of Unused Wallet Balance
Customers may request a refund of any surplus and unused balance available in their Xindus Wallet or Credit Ledger.
To request such a refund, the customer must contact the Xindus Customer Success Team through the applicable support channel and provide the information reasonably required to verify and process the request.
Account Reconciliation & Verification
A refund request will be processed only after completion of the necessary reconciliation and verification of the customer's account, including verification of:
- Wallet / Credit Ledger balance;
- Shipment and transaction history;
- Pending or outstanding charges;
- Refunds or credits already processed; and
- Any other amounts payable to or recoverable from the customer.
4. Refund Processing Timeline
Once a refund request has been received and the required reconciliation and verification have been satisfactorily completed, the eligible refund amount will generally be processed within 7–10 business days.
The actual time for the refund to reflect in the customer's bank account may additionally depend on the customer's bank, payment service provider, or other financial institution.
5. Refund to Original Payment Method
Amounts credited to the Xindus Wallet or Credit Ledger in accordance with this policy will generally remain available for use against future shipments and services.
A customer may request withdrawal/refund of a surplus unused balance by contacting the Customer Success Team, subject to successful reconciliation and verification.
6. Non-Refundable Amounts
Certain amounts may not be refundable where the underlying service or charge has already been incurred or where the amount has been paid to a third party and cannot reasonably be recovered.
These may include, without limitation:
- Charges for services already rendered;
- Shipping and transportation charges already incurred;
- Return-to-Origin charges;
- Customs duties, taxes, and statutory charges;
- Third-party charges;
- Special handling or ancillary service charges; and
- Other charges expressly identified as non-refundable at the time of booking or under the applicable service terms.
7. Disputed Transactions
If you believe that a refund, credit, or wallet adjustment has been incorrectly calculated, you should contact the Xindus Customer Success Team with the relevant shipment or transaction details.
8. Fraudulent or Unauthorized Transactions
Xindus reserves the right to withhold, suspend, or reverse refunds or wallet credits where there is a reasonable suspicion of fraud, misuse, unauthorized activity, duplicate claims, manipulation of transactions, or violation of Xindus's terms and conditions.
9. Changes to This Policy
Xindus may modify or update this Refund & Cancellation Policy from time to time to reflect changes in its services, business practices, or applicable laws and regulations.
The updated policy will be published on the Xindus website and will be effective from the date specified therein.
10. Contact Us
For refund requests, wallet balance refunds, or any questions regarding this policy, please contact the Xindus Customer Success Team through the support/contact channels available on the Xindus website.