Refund & Cancellation Policy

RouteOneX runs on a prepaid wallet. Recharges are added instantly once your payment is confirmed. The wallet balance is used only to pay for shipping charges, surcharges and applicable GST — it is not a deposit and earns no interest.

You may request a refund of your unused wallet balance when you close your account. Refunds are made to the original payment source or your registered bank account, net of any dues, negative adjustments (such as pending weight-discrepancy charges) or unremitted COD liabilities. Payment-gateway charges on the original recharge are non-refundable. Approved refunds are typically processed within 7–10 business days.

You can cancel a shipment before the courier scans it in (pickup). When you cancel an unshipped order, the shipping charge is credited back to your wallet, usually within 24–48 hours after the courier voids the AWB.

Once a shipment has been picked up and is in transit, it cannot be cancelled — you would need to raise a return (RTO), which is charged as a separate reverse shipment per the courier's rate card.

If a shipment is never picked up by the courier, the full shipping charge is refunded to your wallet. For an RTO (Return to Origin) after failed delivery attempts, the forward charge is not refunded, and the courier's return charge applies.

For a shipment lost or damaged in transit, the applicable refund or compensation is governed by the carrying courier's claims policy and declared liability. We will file and follow up on the claim on your behalf; the amount and timeline are determined by the courier.

Couriers may re-weigh a shipment and charge on the higher of actual and volumetric weight. If you believe a weight or dimension capture is incorrect, you can raise a dispute from your dashboard with supporting evidence (a weighing-scale image, packed-parcel photos or dimension proof) within the window shown on the shipment — usually 7 days of the discrepancy being applied.

If the courier accepts the dispute, the overcharged amount is credited back to your wallet. If it is rejected, the original charge stands. Credits are applied as soon as the courier confirms the resolution.

To raise a refund, cancellation, dispute or claim:

• Open the relevant shipment or wallet transaction in your dashboard.
• Choose the appropriate action — cancel, raise weight dispute, or file claim — and attach any supporting documents requested.
• For account-balance refunds or anything not available in-dashboard, email support@routeonex.com from your registered email with your account and transaction details.

We acknowledge requests within 48 hours. Courier-dependent items (weight disputes, transit claims, RTO adjustments) are resolved on the courier's timeline; wallet-only refunds are handled within the timelines above.

For any refund or cancellation query, contact support@routeonex.com or write to RouteOneX Technologies Pvt. Ltd., WeWork Galaxy, 43 Residency Road, Bengaluru, Karnataka 560025, India.