Parcer

Cancellation & Refund Policy

Policy Overview

1. Purpose and Scope

This Cancellation & Refund Policy (“Policy”) explains when a Parcer customer (“User”, “you” or “your”) may cancel a booking, when cancellation charges may apply, when a refund may be available, and how refunds and payment disputes are handled.

This Policy applies to delivery and local goods transportation bookings made through the Parcer mobile application, website or other official Parcer channels. It forms part of Parcer’s Customer/User Terms & Conditions and should be read together with the Privacy Policy, Wallet/Payment Policy and service-specific terms.

By placing a booking or making a payment through Parcer, you acknowledge and agree to this Policy.

2. Key Principles

  • Cancellation eligibility depends on the stage of the booking when the cancellation is requested.
  • The applicable cancellation charge, if any, will be displayed or communicated through the Platform where reasonably practicable.
  • After a Service Partner accepts a booking, begins travelling, reaches pickup, or the service starts, cancellation may result in a charge or no refund.
  • A User-caused failed delivery, including an incorrect address, unreachable location or unavailable recipient, may not qualify for a full refund.
  • Where Parcer cancels a booking for reasons not attributable to the User, Parcer will generally seek to provide a refund or appropriate alternative remedy, subject to circumstances and applicable law.
  • Mandatory consumer rights and remedies are not excluded by this Policy.

3. Cancellation by the User

3.1 Before Service Partner Assignment / Acceptance

Where the Platform allows cancellation before a Service Partner has accepted the booking, the User may generally cancel without a cancellation fee. If payment has already been collected, the eligible amount will be refunded according to this Policy.

3.2 After Assignment / Acceptance

If the User cancels after a Service Partner has accepted the booking, has been notified, or is travelling to pickup, a cancellation fee may apply. The fee may be a fixed amount, percentage, service fee or other amount shown in the Platform.

3.3 After Pickup / Service Commencement

Once the Service Partner reaches pickup, Goods are handed over, the trip starts, or the service otherwise commences, cancellation will generally not qualify for a refund of the completed or attempted service. Applicable trip, waiting, return or other charges may remain payable.

4. Cancellation Due to Customer / Recipient Issues

Cancellation or delivery failure may occur due to customer-related factors, including:

Incorrect, incomplete or unreachable pickup/drop address;
Incorrect or unreachable contact details;
User or recipient unavailable during the applicable waiting period;
Recipient refuses the Goods without a valid service-related reason;
Goods materially differ from booking information;
Goods are prohibited, unsafe, oversized, overweight or inadequately packaged;
User requests an unlawful or unsafe service;
Any other User-caused circumstance preventing completion.

In these circumstances, Parcer may charge applicable cancellation, waiting, return, handling, toll, parking or other costs. A refund may not be available for amounts attributable to service already attempted or performed.

5. Cancellation by Parcer

The Company reserves the right to cancel delivery services at its sole discretion for reasons including but not limited to:

  • No available Service Partner or vehicle;
  • Incorrect or incomplete booking information;
  • Inability to contact User or recipient;
  • Prohibited, unsafe or unsuitable Goods;
  • Vehicle capacity, weight or route limitations;
  • Safety or operational concerns;
  • Technical, payment or Platform issues;
  • Road closures, severe traffic, weather or vehicle failure;
  • Force majeure or circumstances beyond reasonable control.

Where Parcer cancels a prepaid booking for a reason not attributable to the User, Parcer will generally provide a refund of the eligible amount or, where appropriate and accepted by the User, rescheduling or service credit, subject to applicable law.

6. Refund Eligibility

Users booking the Parcer service may be required to pay a non-refundable advance at the time of booking. This advance secures your slot and begins the process of service partner assignment.

If Parcer fails to assign a service partner due to operational limitations or unavailability, the full advance shall be refunded to the original payment method.

A refund is not automatically available merely because a User changes their mind, does not use the service after booking, misses the pickup/delivery window, or causes the service to fail.

In case of any refunds under special circumstances (after retaining the penalty amount), all such refunds shall be credited to the User’s account as per the payment mechanism opted by the User within 5-7 business days, or in case of cash on delivery orders, the refund will be credited to the User’s Parcer Account/wallet and the User may use such amount for future services on the platform.

7. Generally Non-Refundable / Deductible Amounts

  • Applicable cancellation fees;
  • Waiting charges caused by User/recipient;
  • Completed or attempted delivery charges;
  • Return, handling, parking, toll or extra-distance charges caused by User/recipient;
  • Charges related to prohibited, unsafe, overweight, oversized or inadequately packaged Goods;
  • Promotional credits, coupons and referral rewards unless expressly stated otherwise;
  • Properly incurred third-party charges that cannot be recovered where the User caused the cancellation.

8. Refund Calculation

Where a refund is approved, Parcer may deduct applicable cancellation fees, completed-service charges, waiting/return/handling charges, taxes that cannot be reversed, or other properly payable amounts before calculating the net refund.

Example:If a prepaid booking is cancelled after Service Partner assignment and a cancellation fee is shown in the Platform, the eligible refund will generally be the amount paid less that fee and other properly incurred charges.

9. Refund Method

All refunds shall be credited as follows:

  • Original Payment Channel: Credited back to the source account/card/UPI where technically and legally possible.
  • Parcer Wallet Payments: Eligible refunds may be returned to the Wallet unless applicable law, payment method or policy requires another method.
  • Cash Bookings: Where a refund is due, Parcer may use an available digital method or Wallet after verification, subject to applicable law.
  • Promotional Credits: May be restored as credits rather than cash where the promotion permits.

10. Refund Processing Time

Once approved, Parcer will normally initiate a refund within 5–7 business days unless a different period is required by a payment provider, investigation or applicable law. The time for funds to appear in the bank/card/payment account depends on the relevant provider.

If a refund does not appear after the expected period, contact Support with the booking ID and payment reference.

11. Failed, Duplicate or Reversed Transactions

  • If payment appears successful but no booking is created, report it with the payment reference.
  • Confirmed duplicate charges will be investigated and the duplicate amount refunded through the applicable channel.
  • A failed transaction that is temporarily shown as debited may be reversed automatically by the bank/payment provider.
  • Users should verify booking/payment status before making repeated payments.
  • Users may need to cooperate with the payment provider or bank in transaction investigations.

12. Cash Payment Bookings

  • For cash bookings, the User must pay through the cash-payment flow communicated by Parcer.
  • If a cancellation fee becomes applicable, Parcer may record it as outstanding.
  • Outstanding charges may be collected on a subsequent booking or other permitted payment method.
  • Parcer may restrict further bookings until outstanding amounts are settled, subject to law.
  • If a cash booking qualifies for a refund, Parcer may credit it to the Wallet or another permitted method after verification.

13. Wallet Refunds and Credits

  • Where an eligible refund is credited to the Parcer Wallet, it may be used for future eligible Parcer services subject to the Wallet/Payment Policy.
  • Refund credits may not be withdrawn as cash unless the Wallet Policy and law permit it.
  • Promotional credits are different from refundable paid balances and may have separate expiry/usage conditions.
  • Treatment of remaining balances after account suspension or closure is governed by the Wallet/Payment Policy and applicable law.

14. Promotions, Coupons and Referral Benefits

  • Promotions are subject to their individual conditions.
  • Unless expressly stated otherwise, promotional benefits are non-transferable and non-refundable.
  • If a booking using a promotion is cancelled, the promotional portion may not be restored.
  • Parcer may withdraw or adjust benefits obtained through fraud, abuse or multiple accounts.

15. Refund Request Procedure & Dispute Resolution

If the User encounters or faces any issues with the service, they may contact the customer support team at support@theparcer.com. While refunds are not offered automatically, the Company will investigate and, if feasible, provide an alternative solution, such as rescheduling the delivery or issuing a service credit.

Any disputes arising from the services provided or this Policy shall be governed by the laws of India. The courts of Ahmedabad, Gujarat shall have exclusive jurisdiction over any legal disputes or claims related to the services.

16. Third-Party Payment Providers

Payments may be processed through gateways, banks, card networks, UPI providers or other payment services. Refund initiation and posting may therefore depend on those providers. Parcer will reasonably assist with issues within its control.

17. Customer Acknowledgement

By placing a booking, making a payment or using Parcer, you acknowledge that you have read and understood this Policy and agree to the cancellation, refund, payment and dispute procedures described above.