This policy explains when SUB Solution refunds money and how. It forms part of our Terms of service. All amounts are in Indian Rupees (₹).
1. Wallet top-ups
Money added to the prepaid wallet is used to pay for shipments and is not refundable to your bank account or card, except in these cases:
- A payment was debited from your bank or card but not credited to your wallet.
- You were charged twice, or charged a different amount from the one you authorised, for the same top-up.
- Your account is closed, in which case any remaining balance is refunded after outstanding charges, pending re-rating and COD reconciliations are settled.
2. Cancelling a shipment
You can cancel a shipment until the courier has picked it up. The refund of the shipping charge depends on how long after booking you cancel:
- Within 1 hour of booking: 100% of the shipping charge
- Between 1 and 24 hours after booking: 80% of the shipping charge
- More than 24 hours after booking: 50% of the shipping charge
3. Shipments that can’t be cancelled
Once a shipment has been picked up it can no longer be cancelled. If it is then returned (RTO), forward and return charges apply as set out in your rate card and our Shipping policy.
4. Where refunds go
Cancellation refunds, re-rating credits and accepted dispute amounts are credited to your SUB Solution wallet, normally as soon as the cancellation or adjustment is processed. Refunds that qualify under section 1 are returned to the original payment method; your bank may take 5–7 working days to show them.
5. Weight disputes
If a courier re-weighs a parcel and the shipment is re-rated, you can raise a dispute within 7 days with evidence of the packed weight and dimensions. If the dispute is accepted, the extra amount debited is credited back to your wallet. If the re-rated weight is lower than declared, the difference is credited to your wallet automatically.
6. Failed bookings and duplicate charges
If a booking fails at the courier, the shipping charge is not debited. If an amount was debited for a booking that did not go through, or debited twice, write to us and we will reverse it to your wallet after checking the records.
7. COD amounts
COD collected from recipients is not part of your wallet and is not refunded through this policy; it is remitted to you under the COD terms in our Terms of service.
8. How to ask for a refund
Email support@subsolution.in with your registered email, the AWB or payment reference and a short description, or call +91 98105 92557. We aim to respond within 2 working days.