CANCELLATION & REFUND POLICY
1. GENERAL
This Cancellation & Refund Policy (hereinafter referred to as “Policy”) belongs to Vedant Logitech Private Limited, a company registered under the Companies Act, 2013 and having its registered office at 3rd,8-2-293/82/A/756/1//2, 36 Manhattan Office, Road Number 36 & 39, Croma, Jubilee Hills, Hyderabad, Hyderabad, Telangana, 500033 (“Vedant” or “Company” or “We” or “us” or “our”).
This Policy sets forth the terms of cancellation and refund terms offered by Vedant to its the customer(s) (i.e., individuals or business entities/organizations who can form legally binding contracts under Indian Contract Act,1872) (hereinafter individually referred to as “Customer” and collectively as “Customers”), utilizes our Platform (as defined below) for availing our logistics services (hereinafter referred to as “Services”) for shipping and transporting goods (hereinafter referred to as “Consignment”).
This Policy is made available on our website available at ‘‘www.getvelo.app’ as well as in our ‘VELO’ app (hereinafter referred to as the “Platform”) and shall be read along with the General Terms and Conditions available at Principal T&C .
By accessing the Platform and/or availing our Services, the Customer hereby agrees and consents to the terms of this Policy.
The Company and the Customer are hereinafter individually referred to as the “Party” and collectively as the “Parties”.
2. TERMS OF CANCELLATION
2.1. Cancellation by Customers:
2.1.1 Subject to the terms of this Policy, any request for cancellation of service by the Customer to the Company shall be acceptable only if made on or prior to collection of the Consignment by the Company and/or its agents from the Customer.
2.1.2. Wherein, if a cancellation is requested by the Customer pursuant to Clause 2.1.1 above, the Customer agrees and undertakes that the Customer shall be obligated to pay cancellation fees to the Company at such rates as provided below:
| SI No. | Timeline for Cancellation | Cancellation Fee |
|---|---|---|
| 1 | If cancellation is requested before a driver is assigned under the Platform. | No cancellation fee |
| 2 | If cancellation is requested after the driver is assigned under the Platform. | 50% (Fifty percent) of the advance fee paid by the Customer for the Services availed. |
| 3 | If cancellation is requested after the driver arrives at the pickup location. | 100% (Hundred percent) of the fee paid by the Customer for the Services availed. |
2.1.3. The Company shall be entitled to raise an appropriate invoice against the Customer for the payment of the cancellation fees in the manner specified under Clause 2.1 above. Alternatively, the Company shall have the right, at its sole discretion, to adjust / deduct such cancellation fees from the advance amount (if any) received from the Customer with respect to the Service order.
2.1.4. The Customer hereby expressly agrees that the Customer shall not, for any reason whatsoever, have the right to cancel any service request raised in the Platform after the Consignment has been handed over to the Company and/or its agent for the purpose of the performance of Service by the Company.
2. TERMS OF CANCELLATION
2.1. Cancellation by Customers:
2.1.1 Subject to the terms of this Policy, any request for cancellation of service by the Customer to the Company shall be acceptable only if made on or prior to collection of the Consignment by the Company and/or its agents from the Customer.
2.1.2. Wherein, if a cancellation is requested by the Customer pursuant to Clause 2.1.1 above, the Customer agrees and undertakes that the Customer shall be obligated to pay cancellation fees to the Company at such rates as provided below:
2.2. Cancellation by the Company:
2.2.1. Company’s right to cancellation in case of non-payment / delayed payment of service fee:
a) The Company will clearly communicate the timelines for making payments against the Services on the Platform and, if the Customer fails to make the necessary payments due to the Company within the specified timelines, the Company shall have the right to cancel the Service request placed by You.
b) Without prejudice to the foregoing, the Company may, at its sole discretion, provide the Customer with a reasonable opportunity and time to make the payment before cancelling the order. However, the Company may, at its sole discretion, directly cancel the Service request placed by the Company with or without providing an opportunity to the Customer for rectifying the Customer’s breach of non-payment.
2.2.2. Company’s right to cancellation in case of other events:
The Company may, at its sole discretion, cancel a Service request placed by the Customer in any of the following circumstances:
a) if the Customer requests for a change in the agreed timelines for delivery and such change is not acceptable to the Company and/or its agents;
b) if the Customer requests for a change in the agreed parameters of the Services requested and such change is not acceptable to the Company;
c) if, to the reasonable satisfaction of the Company, the Customer is in default / breach / non-compliance to the applicable terms of the Principal T&C;
d) if the Customer has been involved in any act of fraud and/or misconduct.
3. REQUEST FOR CANCELLATION
3.1. Customers will not have the right to cancel a Service request except under the circumstance stated in Clause 2.1 above.
3.2. To request for a cancellation, the Customer shall follow the following order -
- Go to the ‘My Orders’ page in the Platform;
- Select ‘Cancel Service Order’ option;
- Fill-in all the information requested in the cancellation form;
- Click on ‘Submit’.
3.3. Upon submission of the cancellation request in accordance with Clause 3.2 above, the Company shall, within 8 (Eight) hours, provide an intimation pertaining to cancellation of the Service request and the cancellation fee payable, if applicable.
3.4. Notwithstanding anything stated herein, the Company shall have the sole discretion to accept / reject any cancellation request received from the Customer. Upon receipt of a cancellation request, the Company will review the circumstances and determine eligibility for a refund. Before granting a cancellation on the requested Services, the Company may also require that the Customer to furnish proof of payment details and any other information as may be reasonably required by the Company. In such case, the Customer will be required to follow Company’s procedures for obtaining the cancellation.
4. REFUND
4.1. Refund in case of cancellation by Company:
a) If, at any point of time during the provision of Service, the Company, for its convenience, intends to cancel the service request, the Company shall do so by providing an intimation to the Customer. In such case, the Company shall be obligated to refund the entire service fee amount (which has been received from the Customer) within, 7 (seven) business days, to the Customer.
b) Notwithstanding anything stated in sub-clause (a) above, in the event that the Service request is cancelled by the Company in accordance with Clause 2.2 above, the Customer shall not be entitled to any refund, of any manner whatsoever, from the Company.
4.2. Refund in case of cancellation by the Customer:
a) In the event that any Services requested by the Customer is cancelled in accordance with Clause 2.1.1 above, the Customer shall be eligible for all the service fee or portion thereto paid in advance to the Company subject to deduction of the cancellation fee in accordance with Clause 2.1.2 above.
b) It is expressly clarified that the Customer are not entitled to cancel any Service after the Consignment has been collected from the designated pick-up location of the Customer and therefore, in such case, the Customer shall not be entitled towards receiving any refund on the service fee amount paid.
5. SEVERABILITY
In the event that any of the terms, conditions or provisions of this Policy are determined invalid, unlawful or unenforceable, to such an extent, such terms, conditions or provisions shall be severed from the remaining terms, conditions and provisions and such remaining terms, conditions and provisions shall continue to be valid to the fullest extent permitted by law, provided however if such invalid, unlawful or unenforceable terms, conditions or provisions may be made legal, valid and enforceable by limitation or modification thereof, then the term, condition or provision shall be revised and reformed to make it legal, valid and enforceable to the maximum extent provided by law.
6. GOVERNING LAW AND JURISDICTION
In all respects, this Policy shall be governed by the laws of India and the courts of Hyderabad, Telangana, India shall have exclusive jurisdiction over matters relating to this Policy.
7. ENTIRE UNDERSTANDING
This Policy, along with the Principal T&C, constitutes the entire understanding between the Company and the Customer in relation to the terms of cancellation of Service orders and refund of service fees.
8. NO IMPLIED WAIVER
Failure of the Company to exercise or enforce any right under this Policy upon one or more occasions shall not constitute a waiver of the right to exercise or enforce the same or any other right on another occasion.
9. GRIEVANCE REDRESSAL
9.1. If there are any complaints or issues with regards to terms specified in this Policy, please contact us at We will make every effort to resolve Customer’s issues in a timely and satisfactory manner.
9.2. If the Customer is not satisfied with the resolution provided by the Company, the same may be escalated to Our Grievance Officer, Mr. Sukumar Suppala at info@getvelo.app. Our Grievance Officer will review the issue and work with the Customer to find a resolution.
10. ACCEPTANCE
Customer hereby agrees to have read and understood this Policy and agrees that Customer’s written acceptance or commencement of any work or services under this Policy shall constitute Customer’s acceptance of the terms and conditions of this Policy.
Operating under brand name of Velo