Refund & Cancellation Policy

Cancellations

• Before pickup / dispatch:You may cancel a booking before the shipment is picked up or handed to the carrier. Any amount paid is refundable, less any pickup or packing costs already incurred.
• After dispatch: Once a shipment has been handed to the carrier and an air waybill (AWB) generated, it generally cannot be cancelled. Carrier and handling charges are non-refundable at this stage.

Refunds

• Eligible refunds are processed to the original payment method, typically within 7–10 business days of approval.
• Service charges, fuel/handling surcharges, customs duties and taxes already paid to third parties are non-refundable.
• Refunds are not available for delays, as transit times are estimates and not guaranteed (see Terms of Service).

Claims for loss or damage

• Report any loss, shortage or visible damage at the time of delivery and notify us as soon as possible.
• Claims are assessed under the relevant carrier’s terms of carriage and applicable conventions, or under the optional transit insurance purchased.
• Provide the AWB number, photos, proof of value (invoice) and packaging details to support a claim.
• Claims must be submitted within the carrier’s stipulated time limits; late claims may be rejected.

Non-refundable situations

• Incorrect or incomplete address/contact details provided by the sender.
• Refusal of the shipment by the recipient, or non-payment of destination duties/taxes.
• Shipments containing prohibited or restricted items, or items not matching the declaration.
• Delays or seizures caused by customs or regulatory authorities.

How to request a refund or raise a claim

Contact us with your booking/AWB number: call +91 99102 49155, email support@vsruniversalexpress.in or message us on WhatsApp. We aim to acknowledge requests within 2 business days.