This policy should be read with the other VeMove policies, your current commercial schedule and the terms of the carrier service selected for a shipment.
1. Booking cancellation
Cancellation is available only while VEMOVE and the carrier permit it and is generally unavailable after acceptance, handover, manifest closure, dispatch or cutoff. A request is complete only when confirmed. Carrier processing, pickup, cancellation, return, storage, tax or payment charges already incurred may remain payable.
Where no service or non-refundable charge was incurred, a verified booking correction is credited to the VEMOVE account balance and shown in the ledger. A return to sender or return to origin following an unsuccessful forward shipment is different from a separately requested reverse pickup; price, eligibility and cancellation treatment may differ by service.
2. Failed, duplicate and reversed payments
A bank-debited failed recharge remains pending until provider reconciliation. Verified duplicates and system over-debits are corrected. Provider and bank timelines are outside VEMOVE's control, but available references and status will be supplied.
A payment-provider reversal or eligible payment refund goes to the original payment method unless you expressly choose an available VEMOVE credit. Booking cancellations currently post eligible corrections to the VEMOVE balance. Any manual source or bank refund is available only after support confirms the route and KYC, invoices, chargebacks, negative balances and lawful holds are resolved. No cash or unrelated third-party refund is allowed.
3. Adjustments, RTO and returns
Incorrect shipment data may be adjusted on carrier or verified evidence. Remote, oversize, handling, RTS or RTO, separately requested reverse pickup, storage, disposal and tax charges may apply under the selected service and commercial terms. Disputes need evidence within the displayed deadline.
Forward charges are not automatically refundable for recipient refusal, unavailability, wrong address, prohibited contents, inadequate packaging, seller instruction or another cause outside Company control. Carrier credits are passed through after receipt and reconciliation.
4. COD settlement and holds
COD is not a refund and delivery is not proof of collection. Payout follows authoritative carrier remittance and reconciliation, net of agreed charges, reversals, set-off and lawful holds. Current account configuration or commercial schedule controls limits, cycles and fees.
A proportionate hold may apply for fraud, chargeback, duplicate payout, legal direction, bank mismatch, negative balance or carrier dispute and will be recorded and resolved unless disclosure is prohibited.
5. Shipment and insurance claims
Compensation depends on service, carrier law, protection selected, evidence, exclusions and deadlines. Declared value is not compensation. VEMOVE credits only approved compensation received unless a signed schedule says otherwise.
Money-back or delivery guarantees apply only when expressly included by the selected carrier, the route and item are eligible, all conditions are met, and the carrier approves the claim.
6. Account closure and promotions
Request closure at sales@vemove.in. Active shipments, claims, invoices, COD, chargebacks and liabilities must be reconciled. Closure-fund review is currently a manual support process; an eligible refund is not promised until support confirms the destination, amount, set-off, holds and expected window.
Promotional credits and rewards are not refundable unless their published terms say otherwise.
Start with a written record.
Email sales@vemove.in with the account email, order or AWB reference, relevant dates, evidence and the resolution requested. Never send a password or payment credential.