Scope: Applicable to all domestic road transport services performed by Shree Hanumant Logistics & Electronics Pvt. Ltd. (including shipments carried on Tata 407 and Tata Ace Mini trucks), for both B2B (business customers) and D2C (consumers).

1. Definitions

• Shipper: The party that hands over goods to the Company for carriage (seller / merchant / exporter).
• Consignee/Receiver: The party to whom the goods are to be delivered.
• Manifested / Ready for Pickup: An order that has been entered into our system, assigned an AWB/waybill, and scheduled for pickup.
• In-transit: Goods that have been physically picked up and are en route.
• Non-deliverable: Shipment that cannot be delivered after reasonable attempts and is returned to sender or abandoned per policy.

1. Cancellation by Shipper (Customer who booked the shipment)

1. Before pickup / before manifestation:
   • If cancellation is requested and confirmed before pickup or before an AWB/manifest is created, no transportation charges will apply. (No cancellation fee.)
2. After manifest but before pickup:
   • The shipper may cancel but a cancellation fee equal to any direct costs already incurred (e.g., pickup charge, callout charge) may apply. If no costs incurred, no fee. (This follows standard carrier practice — carriers allow cancellation up to certain stages.)
3. After pickup / in-transit:
   • Shipments already picked up cannot normally be cancelled. If the shipper requests rerouting or return-to-origin, charges for transportation to the return location, storage, and handling will be billed.
4. Automatic cancellations / failed bookings:
   • If an order is cancelled due to prohibited contents or regulatory reasons, any refundable portion will be processed after deducting reasonable handling costs.

1. Cancellation by Consignee / Receiver

• Before delivery attempt: If consignee requests cancellation before the first delivery attempt, the shipper (account holder) must be contacted; refund or credit will be handled between shipper and consignee as applicable. The Company may charge handling/pickup fees if applicable.
• After delivery attempt / successful delivery: No cancellation possible after the goods are marked Delivered.

1. Refunds — when & how

1. When refunds apply (examples):
   • Overpayment / duplicate payment.
   • Service failure (missed guaranteed delivery where refund/credit policy provides compensation).
   • Shipment cancelled and eligible for refund per Section B.
   • COD/collection refunds when collectable amount cannot be remitted to shipper and refund to consignee is required.
2. Claim & Documentation: All refund requests must include the waybill/AWB number, invoice/receipt, reason for refund, and supporting documents (bank details, proof of payment, photos for damage claims).
3. Processing time: Once a refund is approved, the Company will process refunds within 7 working days to the original payment method or by cheque/NEFT if requested — unless payment processor / bank rules cause delay. (This aligns with RBI / e-commerce practice of prompt refunds.)
4. Refund deductions: The Company may deduct reasonable charges actually incurred (pickup, attempted delivery, COD remittance fees, taxes) from refundable amounts; such deductions will be itemized on the refund note.
5. COD refunds: COD returns/refunds will be effected after reconciliation and deduction of COD collection and bank fees.
6. Credits: For B2B customers with accounts, refunds may be issued as account credit at the Company’s discretion subject to written agreement.
7. 7. Service Failure: Refunds for service failure are discretionary and subject to investigation. The Company’s liability is limited to the transportation charge paid for the affected shipment.

1. Claims for Loss, Damage, Shortage, or Late Delivery

1. Notification timelines (strict):
   • Loss or damage claims: Must be lodged within 30 days from date of acceptance / delivery date for the shipment. Claims received after 30 days may not be entertained.
   • Time-sensitive failures / guaranteed delivery claims: Notification should be within 48 hours of the missed guaranteed delivery for expedited evaluation. (E-commerce grievance practices require quick acknowledgement.)
2. Supporting evidence: Photos of damage, original packaging, invoices, proof of delivery (POD), and waybill details must be submitted.
3. Claim resolution: The Company will acknowledge a claim within 48 hours and aim to resolve within 30 days (or provide interim updates). The resolution may include repair, replacement, credit, or refund proportional to loss subject to declared value and liability limits.

1. Non-Deliverable Shipments, Returns to Shipper & Abandonment

• The Company will make a reasonable number of delivery attempts (standard: 2–3 attempts). If delivery fails, the shipment will be returned to the shipper or stored at the nearest facility. Storage/demurrage charges apply from the date of arrival at the facility, billed to the shipper. After a defined period (e.g., 14 days) unclaimed shipments may be auctioned or abandoned as per law after due notice; net proceeds will be adjusted against outstanding charges and remaining balance returned to the shipper. (This follows common practice, e.g., carriers may abandon after attempts.)

1. Exceptions & Force Majeure

• The Company is not liable for refunds where non-performance results from force majeure events (natural disasters, government orders, strikes, civil unrest), customs delays, or acts beyond Company control. In such events, the Company will make reasonable efforts to notify customers and propose alternate arrangements. No refund or compensation shall be payable in such cases.

1. Payment Reversals & Chargebacks

• For card or payment gateway chargebacks, refunds will be processed according to bank/gateway timelines and any chargeback fees will be borne by the party liable under the contract (shipper or consignee) as per agreement.

1. Grievance Officer & Dispute Resolution

• In compliance with consumer rules, the Company will designate a Grievance Officer (name, email, address, phone) on the website and acknowledge customer complaints within 48 hours, with a goal to resolve within 30 days. For unresolved disputes, consumers can approach consumer forums under the Consumer Protection Act, 2019.

1. Limitation of Liability

• Liability for loss/damage is limited to declared value or statutory limits as specified in the Company’s Tariff/Service Contract unless higher value cover is purchased. No claim accepted until outstanding charges are paid. (This mirrors industry practice.)
• Liability is limited to the declared value or freight charges paid for the shipment, whichever is lower (maximum ₹5,000 unless additional insurance is purchased). Under no circumstances shall the Company be liable for any indirect, incidental, or consequential loss, including loss of business or profit. Shree Hanumant Logistics & Electronics Pvt. Ltd. operates as a Private Limited company under the Companies Act, 2013, with limited liability.

While we take utmost care in handling all shipments, the Company’s liability in the event of loss, delay, or damage shall be limited to the declared value of the shipment or the freight charges paid, whichever is lower, unless the Shipper has opted for additional insurance coverage. The Company shall not be liable for any indirect or consequential loss

1. Limitation of Action

No legal action, claim, or proceeding arising out of any refund, cancellation, or service issue may be initiated against Shree Hanumant Logistics & Electronics Pvt. Ltd. (SHL) more than six (6) months after the date of the transaction or the event giving rise to such claim.

Refund & Cancellation — Quick Guide

• You may cancel orders before pickup or before an AWB/manifest is created without charge. Cancellations after pickup or once the shipment is in transit may attract handling, return or transportation charges.
• Claims & Complaints Timeline
  • Claims for damaged deliveries must be raised within 7 days from the date of delivery.
  • Claims for lost or undelivered shipments must be raised within 14 days from the expected delivery date.
  • Time-sensitive service failures should be reported within 48 hours for expedited review.
  • Customers should submit complaints, claims, or refund requests to info@shreehanumant.com with supporting documents (Waybill, invoice, photos, proof of payment).
  • The Company will acknowledge the complaint within 48 hours, investigate and provide a resolution within 30 calendar days, and—if approved—process the refund within 7 working days to the original payment method or by NEFT/cheque if requested.
  • For COD refunds, settlement to the shipper will be made after reconciliation; the normal remittance timeline is 5–7 working days after successful delivery, subject to deduction of applicable fees.
• Refunds will only be processed after verification of claims and settlement of any outstanding dues.
• Grievance Officer: To be designated as per company policy. Until formal appointment, customers may reach us at info@shreehanumant.com.
• All disputes shall be subject to the exclusive jurisdiction of the Courts at New Delhi, India.

CONTACT US:
For more information, please visit our official website:

 www.shreehanumant.com

Shree Hanumant Logistics & Electronics Pvt. Ltd.

📧 Email: info@shreehanumant.com 

📞 +91 8383976109 / +91 7982689979 / +91 9354460156 

🏢 UNIT NO-131, LSC-III, POCKET 2, SECTOR-7, Vardhman Mall, Dwarka, South West Delhi, New Delhi – 110077