Company Name: Chelvy Systems and Solutions

Platform: Trukzy / trukzy.com

This Refund & Cancellation Policy (“Policy”) explains how refunds and cancellations are handled on the Trukzy platform operated by Chelvy Systems and Solutions (“Company”, “we”, “us”, “our”). By using the Platform, you agree to the terms of this Policy.

1. Cancellation by Customer

• Customers may cancel a delivery order before a Delivery Partner has been assigned, free of charge.
• Once a Delivery Partner is assigned and a route for pickup, cancellation charges may apply.
• If cancellation occurs after pickup of goods, no refund will be provided.

2. Cancellation by Merchant

• Merchants may cancel an order only before goods are handed over to a Delivery Partner.
• In such cases, Customers will receive a full refund of the order amount (if already paid).

3. Cancellation by Delivery Partner

• If a Delivery Partner cancels a booking after accepting, the Platform will reassign another partner.
• Customers will not be charged additional fees in such cases.

4. Cancellation by Company

We may cancel any order in cases of:

• Technical issues with the Platform
• Non-availability of Delivery Partners
• Restricted/prohibited items being booked for delivery
• Fraudulent activity

Refunds (if applicable) will be processed within the timelines below.

5. Refunds

• Eligible refunds will be made to the original payment method (UPI, card, wallet, net banking, etc.).
• Refund timelines:
  • UPI / Wallet – within 3 working days
  • Credit/Debit Cards – within 7–10 working days (as per bank policy)
  • Net Banking – within 5–7 working days
• In case of partial service completion (e.g., unsuccessful delivery attempts), refunds may be made after deducting applicable charges such as cancellation fee, delivery attempt fee, or penalty.

6. Non-Refundable Cases

• Customer provides wrong address or contact details
• Recipient refuses to accept the delivery
• Goods are prohibited, restricted, or incorrectly packed by the Merchant/Customer
• Delays occur due to traffic, natural calamities, strikes, or force majeure events beyond our control

7. Dispute Resolution

If you believe a refund is wrongly denied, you may raise a complaint via the in-app Help Center or contact our Grievance Officer. Disputes will be resolved in accordance with the Terms & Conditions and applicable laws of India.

8. Contact for Refunds

• Grievance Officer: Mithesh J
• Email: support@trukzy.com
• Address: Chelvy Systems and Solutions