Refund & Cancellation Policy
This policy applies to delivery services booked with A L Kangaroo Private Limited through JewelXpress or our API. Your rate card or signed agreement wins where it differs.
1. Cancelling an order
| When you cancel | What happens | Charge |
|---|---|---|
| Before the parcel is picked up | The order is cancelled and the Field Executive is released. | No charge |
| After pickup, before delivery | The parcel is brought back and returned to your store against the return OTP. | the return trip is charged as per your rate card |
| While out for delivery | Call customer care. The parcel is returned to your store. | the return trip is charged as per your rate card |
| After delivery | A delivered order cannot be cancelled. | Full charge |
Cancel in the JewelXpress panel or app, through the API, or by calling +91 78755 66919.
2. Failed delivery
If the customer is not available, refuses the parcel or does not share the delivery OTP, we try again as described in the Shipping & Delivery Policy. If delivery still fails, the parcel is returned to your store. the forward trip and the return trip are charged as per your rate card.
3. Refunds
We invoice for services after they are done, so most businesses never pay for an order that did not happen. A refund applies when:
- you paid in advance for a service we did not provide, or
- you were charged twice, or charged more than your rate card, or
- an online payment was taken from your account but the payment failed on our side.
Once we confirm the refund, we pay it back to the account or payment method you paid from (for online payments, through the same payment gateway, to the same card, UPI or bank account), or adjust it in your next invoice with a credit note if you prefer, within 7 business days. Your bank may take a few more days to show it.
4. What is not a refund
- Lost or damaged shipments are handled as insurance claims under the B2C Insurance Policy, not as refunds.
- COD amounts we collect for you are remitted to you as agreed. They are your money, not a payment to us.
- Delays caused by events outside our control do not lead to a refund of the delivery charge.
5. How to ask
Email support@alkangaroo.in with the order number or invoice number and what went wrong, within 30 days of the invoice date. We reply within 2 business days.