Refund and cancellation policy

Last updated 25 October 2026 · When a Parcelia booking can be cancelled, what a cancellation costs, and how refunds are assessed and paid.

The aim is complete customer satisfaction. If you are unhappy with a delivery, Parcelia will refund the amount paid where the reasons are genuine and are borne out by an investigation. Please read the detail of each service before booking it — the app shows the full fare, including every charge, before a Booking is confirmed.

Where you are dissatisfied, you are free to cancel a Booking and request a refund. The cancellation and refund rules are set out below, and form part of the Parcelia Terms and Conditions.

1. Cancellation

A Booking can be cancelled from the cancel option on the order, in the app or on the web, until the Goods are collected: free of charge while no Delivery Partner is assigned, and for the cancellation charge in section 2 after that.

Once the Goods are collected the Booking can no longer be cancelled in the app. Once it is delivered, no cancellation refund is available.

After collection, or to cancel with the help of a support agent, message Parcelia support on WhatsApp or write to the support email; requests are attended to within working hours, in the order they arrive.

2. Cancellation charges

A cancellation charge applies as follows:

Where a Delivery Partner has been assigned and the Goods have not yet been collected, the cancellation charge is ₹25.
Where the Goods have already been collected, the return of the Goods to the Collection Address is charged as an additional waypoint, with the original sender treated as the recipient.
Where the Goods materially differ from what was declared — heavier, larger, unpackaged, mislabelled, or within Schedule I — and the Delivery Partner therefore cancels, the cancellation is treated as a customer cancellation and the charge applies.

For a Booking paid in advance — online or from the Parcelia wallet — the cancellation charge is kept from the amount paid and the rest is credited to the Parcelia wallet immediately, against the same Waybill as the cancelled Booking. For a Booking to be paid in cash, the cancellation charge is debited from the Parcelia wallet.

No cancellation charge applies where the cancellation results from the Delivery Partner’s own conduct, or where no Delivery Partner had been assigned at the time of cancellation.

3. Multi-stop bookings

On a Booking with more than one stop, an individual stop cannot be cancelled; the Booking is cancelled or continued as a whole.

Where a recipient is unavailable and the Customer chose at booking to have the parcel returned, the return trip is charged and the remaining stops are unaffected.

4. Refunds

After the investigation team has reviewed a claim and confirmed it, the refund is credited either to your Parcelia balance as a credit note or directly to your bank account, whichever you prefer, within seven working days.

A cancelled Booking's refund goes to the Parcelia wallet straight away, whether it was paid by UPI, card, net banking or from the wallet, and can be spent on the next Booking or withdrawn.

To withdraw a Parcelia wallet balance, request a withdrawal to a UPI ID or bank account from the Wallet in the app or on the web. Withdrawals start at ₹100, and the money moves once Parcelia’s team has settled the request.

Where a promotional code was applied to a cancelled Booking, the discount is not refunded in cash; where the Booking is cancelled before initiation, the code is restored to your account where its terms allow.

5. Liability on goods and declared value

Liability for Goods being delivered is limited to the value declared at the time of booking, and only where the true value and correct contents of the parcel were declared.

The declared value can be at most ₹5,000; Goods worth more must not be booked. A security charge of 2% of the declared value is part of the fare.

Claims for loss or damage are made under Clause 21 of the Terms and Conditions, within 72 hours of the Booking, to parceliasupport@gmail.com, with the invoice and evidence described there.

6. Raising a dispute

For any dispute or question about a charge, a cancellation or a refund, message Parcelia support on WhatsApp from the Help centre, or write to parceliasupport@gmail.com. A complaint that is not resolved to your satisfaction may be escalated to the Grievance Officer listed in the Privacy Policy, who acknowledges within 48 hours and responds within one month.