Effective Date: 4 September 2026
This Return & Refund Policy explains how cancellations, refunds, service-related claims and return or reverse-logistics requests are handled by TrueTransit Mobility Pvt Ltd ("TrueTransit Mobility", "we", "us" or "our").
This policy applies to services booked through our website, application, platform or other approved booking channels and should be read together with the applicable booking, shipping and service terms.
Because courier and logistics services involve transportation, pickup, delivery, third-party carriers and other operational costs, eligibility for cancellation, refund or compensation may depend on the status of the shipment and the specific service selected.
Customers may request cancellation of a pickup or logistics service before the shipment has entered processing.
A cancellation request may be accepted or rejected depending on:
Where cancellation is permitted, any applicable cancellation charges or deductions will be communicated or applied in accordance with the applicable service terms.
Once a shipment has been collected, dispatched or otherwise substantially processed, cancellation may no longer be possible.
A refund may be considered where:
Approval of a refund does not necessarily mean that the entire amount paid will be refunded. Charges for services already performed, transportation already undertaken, pickup attempts, processing, return logistics or other applicable charges may be deducted where permitted under the applicable service terms.
Approved refunds will generally be processed through the original payment method used for the transaction, unless:
Once TrueTransit Mobility initiates an approved refund, the time taken for the amount to appear in the customer's account may depend on the relevant bank, card issuer, payment gateway or other payment service provider.
Where a refund is delayed because of a payment provider or banking institution, the customer may need to contact the relevant provider.
A refund may not be available, or deductions may apply, in circumstances including but not limited to:
Nothing in this section limits any refund or consumer right that cannot legally be excluded under applicable law.
Where TrueTransit Mobility offers return or reverse-logistics services, the availability and applicable charges will depend on the service selected and the circumstances of the shipment.
A return may be initiated where:
Return transportation may attract additional charges.
Unless otherwise agreed in writing or required by applicable law, the party responsible for the original shipment or the party requesting the return may be responsible for applicable return or reverse-logistics charges.
The return process may also depend on the shipment's location, carrier availability, destination, service type and operational circumstances.
If delivery cannot be completed because the recipient is unavailable, the address is incorrect or incomplete, the recipient refuses the shipment, the recipient cannot be contacted, or for another reason attributable to the sender or recipient, TrueTransit Mobility may attempt delivery again where the selected service permits it.
Additional charges may apply for re-attempts, address corrections, storage, handling or return transportation where applicable.
If delivery ultimately cannot be completed, the shipment may be returned to the sender in accordance with the applicable service terms.
Customers should inspect shipments as soon as reasonably possible after delivery.
If a shipment is received damaged, the customer should contact TrueTransit Mobility promptly and provide:
Where appropriate, TrueTransit Mobility may investigate the shipment with the relevant carrier, delivery partner or service provider.
Any reimbursement or compensation for a damaged shipment will be determined according to the applicable service terms, the circumstances of the loss or damage, available evidence and applicable law.
No fixed compensation amount or liability limit is created by this policy unless such amount or limitation has been expressly stated in the applicable service terms or is otherwise permitted by law.
If a shipment appears to be lost or has not been delivered within the applicable service period, the customer should contact TrueTransit Mobility with the relevant booking or tracking information.
We may investigate the matter using available shipment records, tracking information, carrier records and other relevant information.
If the shipment is determined to be lost, any refund, reimbursement or compensation will be handled in accordance with the applicable service terms and applicable law.
The amount of any compensation may depend on factors including the service selected, declared shipment information, applicable carrier terms, supporting documentation and the circumstances of the loss.
Customers are responsible for accurately declaring the contents of their shipments and complying with applicable laws and service requirements.
Refunds or compensation may not be available where a shipment contains prohibited or restricted goods, has been incorrectly declared, is improperly packaged, or otherwise violates the applicable shipping or service terms.
TrueTransit Mobility may refuse, hold, return or otherwise handle such shipments in accordance with applicable law and operational requirements.
Any additional costs arising from such shipments may be charged to the customer where permitted.
Customers are responsible for providing accurate and complete information when placing a booking, including where applicable:
TrueTransit Mobility will not be responsible for service failures, delays, additional charges or failed delivery resulting from inaccurate, incomplete or misleading information supplied by the customer, except where applicable law provides otherwise.
To request a cancellation, refund, damage review, loss investigation or other service-related review, customers should contact us using the details below:
Email: hello@truetransitmobility.com
Customers should include, where available:
Providing complete information may help us process the request more efficiently.
Our support team may request additional information before making a decision.
After receiving a refund or service-related request, TrueTransit Mobility may review the relevant booking information, payment records, tracking records, delivery information, carrier records and supporting documents.
We will communicate the outcome of the review to the customer where appropriate.
Where a refund is approved, the amount will be calculated according to the applicable service terms, charges already incurred, services already performed and applicable law.
Nothing in this policy is intended to exclude, restrict or waive any statutory right, consumer protection or other legal entitlement that cannot lawfully be excluded or restricted.
Where applicable law provides a customer with a mandatory right to cancellation, refund, replacement, compensation or another remedy, that right will continue to apply.
Certain logistics, transportation, payment or delivery services may involve third-party service providers.
Where a third party's terms apply to a particular service, refund, cancellation, damage, loss or compensation request may also be subject to those applicable terms.
Any payment-provider processing time is outside TrueTransit Mobility's direct control.
TrueTransit Mobility may update this Return & Refund Policy from time to time to reflect changes in our services, operational processes, legal requirements or business practices.
The updated version will be published on this page with the revised effective date.
Customers should review the latest version before using our services.
For questions regarding cancellations, refunds, returns, damaged shipments, lost shipments or this policy, please contact:
TrueTransit Mobility Pvt Ltd
Email: hello@truetransitmobility.com
Last Updated: 4 September 2026
