Refund, Cancellation & Shipping Policy

RoutikQ subscription fees are billed per cycle (monthly or annually, depending on your plan). Fees for the current active billing cycle are non-refundable, including if you stop using the platform mid-cycle. You can cancel at any time from your dashboard to stop the next cycle from being charged. There is no lock-in - cancellation takes effect at the end of the paid period, and you keep access until then.

Amounts you add to your RoutikQ wallet are used to pay courier freight. Unused wallet balance is refundable to your registered bank account on written request to support@routikq.com, after deducting any pending dues (weight discrepancies, RTO freight, COD reversals or other confirmed charges). Refunds are processed within 7–10 business days of request approval. Payment gateway fees, if any, are non-refundable.

COD collected by the Courier Partner is remitted to your registered bank account according to the cycle defined in your plan and as mutually agreed with the RoutikQ team. Bank holidays, weekends and Courier Partner reconciliation delays can extend the timeline by 1–2 working days. Your full remittance history is visible in the dashboard.

If a Courier Partner re-weighs your package and the new weight is higher than what you declared, the additional freight is debited from your wallet and a weight-discrepancy record appears in the dashboard. You can raise a dispute within 7 days of the debit by:

• Opening the shipment in your dashboard and clicking "Raise weight dispute".
• Uploading clear photos of the packed box on a weighing scale showing the box, the scale display and a measuring tape for length, breadth and height.

We forward the dispute to the Courier Partner. If the dispute is accepted, the extra amount is credited back to your wallet, typically within 15 working days of Courier Partner confirmation. If it is rejected, the reason and any supporting evidence from the Courier Partner will be shared with you.

Claims for lost or damaged shipments are processed as per the selected Courier Partner's policy and liability cap. To file a claim:

• Lost shipment: raise a claim within 30 days of the pickup date, or within the Courier Partner's stated window (whichever is earlier).
• Damaged shipment: raise a claim within 48 hours of delivery, with unboxing photos or video and photos of the damaged box and product.
• Attach the tax invoice for the goods, so the claim value can be verified.

Approved claims are credited to your RoutikQ wallet, capped at the Courier Partner's declared liability for that shipment (typically the lower of invoice value and the Courier Partner's cap). Claim outcomes are usually confirmed within 30–45 days.

You can cancel a shipment from the dashboard any time before it is picked up by the Courier Partner. Freight for cancelled shipments is refunded to your wallet within 24 hours. Once the shipment is picked up, it can no longer be cancelled and must go through delivery, RTO or claim as applicable.

For any refund, remittance or claim dispute, email support@routikq.com with your shipment AWB or invoice number. We aim to acknowledge within 1 business day and resolve within the timelines above. Unresolved matters can be escalated to our Grievance Officer listed in the Privacy Policy.