Refund and cancellation policy
Last updated 27 August 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 surcharge known at the time, 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 at any time before it has been initiated or completed by the Delivery Partner.
“Initiated” means the Delivery Partner has reached the Collection Address within the scheduled window. Where a Booking is cancelled after that point, only a partial refund is available.
“Completed” means the Delivery Partner has visited the Collection Address and at least one Delivery Address within the scheduled window. Once a Booking is completed, no refund is available.
Cancellation is available from the cancel option in the app, or from the order list in the account dashboard on the web. To cancel with the help of a support agent, use the chat in the app or on the site; requests are attended to within working hours, in the order they arrive.
2. Cancellation charges
A cancellation charge applies to Bookings that have been initiated, or fully or partly completed, as follows:
Where a Booking is paid in cash, the cancellation charge is debited from your Parcelia balance as a credit note and applied to your next Booking.
Where a Booking is paid by any non-cash method, the cancellation charge is debited directly from your prepaid or postpaid balance and appears on your dashboard and on the invoice for the period, against the same Waybill as the cancelled Booking.
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 once the Delivery Partner has collected the Goods; the Booking is cancelled or continued as a whole.
Where a stop is removed before collection, the fare is recomputed over the shorter route and the additional-stop charge for that stop is not levied.
Where a recipient at an intermediate stop is unavailable and the Goods for that stop are returned, the return is charged as an additional waypoint 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.
Refunds of an amount paid by UPI, card or net banking are returned to the original payment method. Depending on your bank, the credit may take a further three to five working days to appear on your statement.
Cash on delivery amounts collected on your behalf are settled to your Parcelia wallet and are not affected by a fare refund. Wallet balances may be withdrawn to a verified bank account or UPI ID at any time.
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 guaranteed amount, and only where the true cost and correct contents of the parcel were declared at the time of booking.
Every Booking carries cover up to ₹10,000 without an additional fee. For Goods worth more, the declared value applies only where a protection fee of 0.85% of the declared value, plus GST, was paid before the Booking was placed.
The maximum liability within the maximum permitted guarantee amount is ₹50,000. Bookings for Goods worth more than ₹50,000 must not be placed without prior written confirmation from Parcelia, and where they are, no liability attaches beyond ₹50,000.
Claims for loss or damage are made under Clause 21 of the Terms and Conditions, within 72 hours of the Booking, to claims@parcelia.in, with the invoice and evidence described there.
6. The on-time promise
Where Parcelia advertises an on-time promise for a service and the delivery is completed later than the promised window, a credit of ₹100 is applied to your Parcelia balance automatically, without a claim being required.
The promise does not apply where the delay results from a Force Majeure Event, from the Goods not being ready at the Collection Address, from waiting time at any stop, or from an incorrect address or unreachable recipient.
7. Raising a dispute
For any dispute or question about a charge, a cancellation or a refund, use the chat in the app or on the site, or write to support@parcelia.in. A complaint that is not resolved to your satisfaction may be escalated to the Grievance Officer named in the Privacy Policy, who acknowledges within 48 hours and responds within one month.