SUB Solution is a courier aggregator. We help you compare, book, track and pay for shipments; the parcels themselves are carried by independent courier partners. This policy explains what that means for your shipments. It forms part of our Terms of service.
1. Our role
When you book a shipment, the contract of carriage is between you and the courier partner selected for that shipment, on that courier’s terms, which we pass through to you. We provide the booking, tracking, payment and reconciliation platform and act on your behalf with the courier.
2. Serviceability
Shipments can be booked only within India. Whether a lane is available, and on which couriers and services, depends on the pickup and delivery pincodes, the payment mode (prepaid or COD), and the parcel’s weight, dimensions and contents. The platform shows only the couriers that service a lane at the time of booking; serviceability can change without notice.
3. Delivery times
Delivery days shown in a quote are the courier’s estimates, counted from pickup. They are not guaranteed and can be affected by weather, holidays, local restrictions, incorrect addresses, recipient availability or other events outside our and the courier’s control.
4. Pickup
- Pickups are scheduled from the addresses saved in your account; the courier collects on the next available pickup slot.
- Parcels must be packed, labelled and ready, with the invoice and any e-way bill required by law.
- If a pickup is missed or rescheduled, the shipment stays booked; you can raise it with support or cancel under our Refund & cancellation policy until it is picked up.
5. Packaging and declarations
You are responsible for packaging that protects the contents in normal handling, and for declaring the correct contents, value, weight and dimensions. Charges are based on the higher of actual and volumetric weight; if the courier re-weighs the parcel, the shipment is re-rated as set out in our Terms of service.
6. Delivery attempts and returns (RTO)
- Couriers normally make more than one delivery attempt. Failed attempts are shown in your panel so you can update the address, phone number or re-attempt instruction.
- If a parcel cannot be delivered — for example the recipient refuses it, is unreachable or the address is wrong — it is returned to origin (RTO).
- RTO shipments are charged the return freight in your rate card, which is debited from your wallet. COD shipments that are returned do not generate a COD remittance.
7. Tracking and proof of delivery
Every shipment can be tracked in the panel and, for your recipients, on the public tracking page using the AWB number. Proof of delivery is recorded against the shipment once the courier confirms delivery.
8. Lost or damaged shipments
- Report loss or visible damage as soon as possible, and in any case within 7 days of the delivery date (or the expected delivery date, for a parcel that never arrived).
- Include the AWB, photos of the packaging and contents, the invoice and proof of value.
- We file the claim with the courier and follow it up. Compensation is decided by the courier under its terms and liability limits, and any amount the courier pays is credited to your wallet.
9. Prohibited items
Items listed as prohibited in our Terms of service, or refused by the selected courier, will not be carried. Shipments found to contain them may be held, returned or handed to the authorities, and any resulting charges are yours.
10. Contact
For help with a shipment, email support@subsolution.in or call +91 98105 92557 with the AWB number.