Refund Policy

A2. Transport charges
Transport charges for moving cargo may be agreed directly between the cargo owner, vendor and transporter. These charges are separate from any fees payable to FreightXport for its own services.
If you pay a transporter or other service provider directly (for example, by bank transfer, UPI, cash or another method), that transporter or service provider is generally responsible for handling refund requests for the amount they received, subject to the applicable agreement and law.
FreightXport must not promise to refund funds it did not receive or control. However, this distinction does not remove any responsibilities that FreightXport may have under applicable law, including where FreightXport has represented how a payment will be handled.
If, in the future, FreightXport begins to collect transportation charges itself (for example, on behalf of transporters), this Refund Policy will be updated before that payment arrangement is introduced. Any such update will explain clearly who receives the payment, who is responsible for refunds, and what terms apply.
Section B – Export Opportunities and Trade Transactions
B1. Export opportunities and enquiries
FreightXport connects Indian exporters, international buyers and sourcing enquiries. Potential export transactions may involve product purchases, samples, deposits, exporter commissions, freight, insurance, customs charges or other trade-related payments, depending on the eventual arrangement between the parties.
At this stage, the export-payment model has not been finalised. FreightXport does not currently:
• Collect product payments from international buyers;
• Hold money on behalf of exporters;
• Transfer buyer funds to exporters;
• Operate escrow or guaranteed-payment services; or
• Guarantee product quality, delivery, order fulfilment or refunds.
B2. Payment recipients and refund responsibility
Before any export-related payment arrangement is accepted, the following must be clearly disclosed:
• The identity of the contracting parties (for example, the exporter and the buyer);
• The payment recipient and payment method;
• Which party is responsible for handling refund requests;
• Any applicable cancellation and refund conditions; and
• The key trade terms, including delivery responsibilities and risk transfer.
Where a payment is made directly to an exporter or another service provider, the applicable agreement and the identity of the payment recipient will generally guide the refund process, subject to applicable law.
B3. Status of this section
This Section B is a draft framework and must be finalised before FreightXport starts collecting or processing export-related payments. It does not invent international refund rules, currency-conversion policies or settlement procedures. Those details must be confirmed and documented in separate export transaction terms when the export-payment model is implemented.

A3. Cancellations and changes
The effect of cancelling or changing a freight requirement, transporter arrangement or introduction depends on:
• The specific service you purchased from FreightXport (if any);
• The stage at which the service or introduction has reached; and
• Any applicable terms agreed between you, FreightXport and other parties.
FreightXport does not apply fixed cancellation charges, notice periods or refund percentages in this policy. Instead, any applicable cancellation charges or restrictions must be disclosed before you commit to a paid service.
If you cancel or change your requirement:
• Before FreightXport has started providing a paid service, a refund or partial refund may be considered, depending on the disclosed terms and applicable law;
• After FreightXport has substantially delivered a paid service, a refund may be limited or not available, depending on what was promised and delivered;
• Where a transporter or other third party is involved, their own cancellation and refund terms may also apply.
Section C – UPI and Other Payment Issues
C1. Planned use of UPI
Unified Payments Interface ("UPI") is planned as one of the methods through which certain fees payable to FreightXport may be collected. UPI must not be treated as operational until it has actually been implemented and confirmed. These provisions describe how payment issues are expected to be handled once UPI is in use and may be updated when implementation details are finalised.
C2. Missing or unrecorded services
If a payment appears successful in your UPI app or bank statement but the relevant FreightXport service or payment record is missing, you should contact FreightXport using the verified contact channel on the website. You may be asked to provide:
• The transaction date and approximate time;
• The amount paid and currency;
• The UPI transaction or reference ID; and
• The related service or enquiry reference, if available.
FreightXport will review its records and, where appropriate, liaise with you to clarify whether the payment was received and how it should be applied.
C3. Pending or failed transactions
If a transaction appears as pending or failed in your UPI app or bank statement, you may need to contact your bank or payment service provider for clarification. FreightXport will review any information you provide and its own records, but it cannot guarantee reversal or completion of payments that are controlled by banks or payment providers.
C4. Duplicate or incorrect payments
If it appears that the same payment has been made more than once, or that the amount paid differs from the amount disclosed, you should notify FreightXport as soon as possible with the relevant transaction details. FreightXport will investigate using the available records and, where it is responsible for a duplicate or incorrect charge, will determine an appropriate remedy in line with applicable law and the disclosed terms.
C5. Disputed or misdirected payments
If you believe a payment was made to the wrong recipient, was unauthorised, or is otherwise disputed, you should:
• Immediately review your UPI app or bank statement;
• Contact your bank or payment service provider where appropriate; and
• Inform FreightXport with the relevant transaction details.
FreightXport will review any information within its control but cannot guarantee outcomes that depend on banks, payment providers or third parties.
C6. Security and authentication
For your security, you must never share your UPI PIN, one-time passwords (OTPs), passwords or other authentication credentials with FreightXport or anyone claiming to represent FreightXport. FreightXport will not ask you for these details. If you receive any such request, you should treat it as suspicious and contact your bank or payment provider immediately.
Section D – How to Request a Refund
D1. Request process
If you believe you may be entitled to a refund or adjustment relating to a payment involving FreightXport’s own services, you should follow this process:
1. Contact FreightXport using the verified contact channel published on the website (for example, the Contact Us page).
2. Explain the reason for your request and identify the relevant service or transaction.
3. Provide the necessary transaction details, such as the date, amount, payment method and any transaction or reference ID, without sharing your UPI PIN, OTPs, passwords or other authentication credentials.
4. FreightXport will review the available records and determine the appropriate next step, which may include requesting additional information.
5. You will receive a response explaining the decision or any further information required.
6. Where a refund is approved and FreightXport is responsible for issuing it, the refund will be processed through an appropriate available method.
D2. Timeframes and external processing
FreightXport does not promise that every request will be approved or that a decision will be made within a fixed number of days. Response and processing times may depend on the complexity of the request, the availability of records and the involvement of banks or payment providers. Where a refund is processed, bank or payment-provider processing times may vary.
Section E – Refund Eligibility and Exceptions
E1. Case-by-case assessment
Refund requests are assessed on a case-by-case basis. In some situations, further investigation may be required, including where:
• The service has already been delivered or substantially delivered;
• You change or cancel the original requirement after a service has started;
• A third party (such as a transporter or exporter) received the payment;
• The transaction is pending, disputed or unclear;
• The payment amount or reference cannot initially be verified; or
• The service outcome differs from your expectations but may still match what was promised.
FreightXport does not automatically deny requests in these circumstances. Each case will be assessed in light of the disclosed terms, the actual service delivery, the available evidence and applicable law.
E2. Legal rights and remedies
Nothing in this Refund Policy is intended to exclude or limit remedies for fraud, misrepresentation, failure to deliver a promised service or other matters where the law provides rights or remedies. This policy is not a guarantee that FreightXport will refund every payment, nor is it a blanket prohibition on refunds.
Section F – Complaints and Escalation
F1. Raising a concern
If you disagree with a refund decision or have not received a response within a reasonable time, you may raise a concern by contacting FreightXport again through the verified contact channel on the website. Please clearly mark your message as a complaint or escalation and include any reference numbers previously provided.
F2. Other avenues
You may also have the option to contact your bank, payment service provider, transporter, exporter or other parties involved in the transaction, depending on the circumstances. Doing so does not remove your right to pursue any other remedies that may be available under applicable law.
F3. Grievance and regulatory requirements
If Indian law requires the appointment of a grievance officer or the publication of specific complaint-handling details, those details must be confirmed and added here before this policy is finalised. For example:
[GRIEVANCE OFFICER NAME – TO BE CONFIRMED]
[GRIEVANCE OFFICER CONTACT DETAILS – TO BE CONFIRMED]
Section G – Relationship with Other Policies
G1. Terms & Conditions and Privacy Policy
This Refund Policy should be read together with FreightXport’s Terms & Conditions and Privacy Policy, which explain the broader terms of use and how personal data is collected, used and protected. Links to those pages are provided in the website footer:
• Terms & Conditions – existing page link;
• Privacy Policy – existing page link.
G2. Export transaction terms
Separate export transaction terms may be introduced when the export-payment model is finalised. Those terms will set out the specific payment, cancellation, refund and dispute-resolution arrangements for export-related transactions and will apply in addition to this Refund Policy.
G3. No override of legal rights
This Refund Policy does not override applicable law or remove rights that cannot legally be waived. In the event of any conflict between this policy and mandatory legal requirements, the legal requirements will prevail.
Section H – Policy Updates and Legal Review
H1. Policy updates
FreightXport may update this Refund Policy from time to time when its services, payment arrangements or legal requirements change. Any updated version will be indicated by a revised “last updated” date.
Last updated: [LAST UPDATED DATE TO BE CONFIRMED]
Policy changes will not automatically remove rights relating to transactions that have already been completed under earlier terms.
H2. Legal and compliance safeguards
This Refund Policy is prepared as a draft for review under applicable Indian consumer-protection, e-commerce, payment, data-protection and other relevant laws. It does not, by itself, guarantee legal compliance.
Before:
• Collecting FreightXport service fees;
• Accepting UPI payments;
• Collecting payments for transportation;
• Accepting export-related payments; or
• Introducing commissions, deposits, payment forwarding or settlement arrangements,
FreightXport should obtain advice from a qualified legal professional familiar with Indian and Karnataka law. The policy should also be reviewed to ensure it remains consistent with the actual business model and other website policies.