1. Introduction
At Alraspira Logistics Services, we are committed to delivering your shipments safely, on time, and with complete transparency. This Refund & Return Policy explains:
- When and how refunds or returns may be issued
- Conditions for eligibility
- How to initiate a claim
- Timelines and processing
- Contact channels for customer support
This policy applies to all services offered via our website (e.g. courier, freight forwarding, warehousing, packing & moving) unless otherwise specified in a separate written agreement.
2. Definitions
Customer: An individual or business who books or pays for services through our website.
Service Booking: A confirmed order for logistics services (e.g. parcel pickup, freight transit).
Cancellation: A request by the Customer to terminate a booking before service performance begins.
Return Shipment: Goods sent back to the Customer or original sender after delivery.
Refund: Reimbursement of fees paid by the Customer, subject to the policy below.
3. Refund Eligibility & Conditions
3.1 Pre-Service Cancellations
If you cancel a booking before any service has been performed, refunds will be processed as follows:
- After 48 hours or once pickup/dispatch begins: No refund—unless agreed otherwise in writing.
- Within 24 hours of booking: Full refund (100%) of service charges.
- Between 24–48 hours after booking: 75% of service charges.
(Partial exemptions may be made for extenuating circumstances, e.g. natural justice, at our sole discretion.)
3.2 During-Service Interruptions
If service is interrupted due to internal error or failure (e.g. lost shipment, transport breakdown), a refund or partial credit may apply:
- Lost or non-delivered shipment: Full refund of service charge and possible compensation for declared value (subject to declared value limits).
- Major service delay (> 48 hours): Up to 50% credit toward future shipments (subject to case evaluation).
3.3 Return Shipments / Reverse Logistics
If you request a return after delivery:
After 15 days of delivery: No credit or refund provided.
Return initiated within 7 days of delivery: A reverse-shipment fee applies; if paid, you may qualify for a service credit of up to 80% of the original charge (excluding returns cost).
Return initiated between 7–15 days: Up to 50% service credit.
4. Exclusions & Non-Refundable Items
Refunds or credits do not apply to:
- Customs duties, taxes, tariffs, or third-party fees.
- Value-added services (e.g. insurance, special packing, express delivery).
- Cancellation due to Customer error (e.g. wrong address, inaccessible pickup location).
- Shipments containing prohibited items or restricted goods.
- Bookings made via third-party platforms under separate terms.
5. How to Submit a Refund or Return Request
To initiate a claim:
- Sign in to your Alraspira account and navigate to “My Shipments”
- Select the booking and click “Request Refund / Return”
- Complete the online form with:
▪️Reason for cancellation or return
▪️Booking or tracking number
▪️Date and time of service or refusal
▪️Supporting documentation (e.g. photos, proof of damage, correspondence)
4. Submit the form. You’ll receive a confirmation email within 24 hours and your request will be assessed within 5 business days.
6. Refund Processing & Timeline
▪️Eligibility Check: We may request additional information to verify your claim.
▪️Decision: Within 5 business days from submission, we will approve or deny your request and notify you via email.
▪️Refund Timing:
- Paid via credit/debit card or net banking: Refund completed within 3–5 business days after approval.
- Paid via UPI or wallet services: Usually within 24–48 hours.
▪️If approved, the credited amount will appear as per your original payment method.
7. Service Credits (Refund by Credit)
Instead of a refund, you may opt for a service credit value that can be redeemed on your next booking. Credits are non-transferable and expire 12 months from the date issued.
8. Damaged or Lost Goods Claim
In case of damaged, lost, or missing items:
- Report within 48 hours of delivery for damaged claims or within 7 days of expected delivery for missing goods.
- Submit:
- Booking number or AWB
- Pictures of damage or delivery proof (signature, drop photo)
- Copy of invoice or value declaration, if applicable
- Claims are assessed per our Declared Value coverage terms.
- If approved, compensation is paid via refund or credit.
9. Customer Support & Dispute Resolution
If you disagree with the decision:
- Contact our Refund & Claims Support team at:
- Phone: +91 6266653340 (Mon‑Sat, 9 am–6 pm IST)
- Email: alfaspira.info@gmail.comsupport@alraspiralogistics.com
- Escalate to a senior manager or request arbitration through a mutually agreed mediator.
10. Policy Changes & Updates
▪️We may revise this policy with notice. Current policy is always the latest version published on our site.
▪️Snapshot of policy version, effective date, and revision history is listed at the top of our policy page.
11. Summary of Key Timelines
| Scenario | Time Window | Refund / Credit |
|---|---|---|
| Booking canceled (pre-service) | ≤ 24 hours | 100% refund |
| Booking canceled (24–48 hours) | 24–48 hours | 75% refund |
| Cancellation after 48 hours | After 48 hours | No refund |
| Return initiated ≤ 7 days | ≤ 7 days post delivery | Up to 80% credit (returns fee applies) |
| Return initiated (8–15 days) | 8–15 days post delivery | Up to 50% credit |
| Return after 15 days | > 15 days | No credit |
| Late delivery (>48 h delay) | — | Up to 50% credit |
| Lost or undelivered shipment | — | Full refund |
12. Notes & Disclaimers
▪️Policy effectiveness may vary in special circumstances like force majeure, government lockdowns, or disruptions outside our control—but we will strive for resolution.
▪️Legal terms in website’s Terms & Conditions take precedence—this policy supplements, but does not override, general contractual prohibitions or liabilities.
Next Steps
▪️Please replace any placeholder phone, email, or branding elements with Alraspira’s actual details.
▪️Adjust time frames or refund percentages to reflect your real operational capabilities or legal obligations.
▪️You may include localized terms for specific regions, such as tax- or customs-related rules in international shipping.