Refunds, Cancellation & Compensation Policy

This policy explains when refunds apply, applicable fees, and how compensation works for bookings made on our website / app or via verified partners. It should be read together with our Terms & Conditions, Coverage & SLA, and Insurance & Protection Policies.

Applies to Vimaan Desk online & partner bookings Last Updated: March 2026

Policy Details

We aim to keep refunds quick, transparent and fair. Please review the points below to understand your refund and cancellation options before placing or modifying a booking.

We aim to make refunds quick, transparent and fair. This policy explains refund eligibility, applicable fees and processing timelines.

It should be read together with our Terms & Conditions, Coverage & SLA and Insurance & Protection Policies.

The following rules apply when you cancel a confirmed booking:

When you cancel Booking status Refund
Before crew dispatch Shown as “Scheduled” 100% refund
After crew dispatched Shown as “En-route” Refund minus dispatch fee (₹199 or city-wise actuals)
At doorstep, before pickup Staff arrived but service not availed Refund minus visit fee (₹299 or city-wise actuals)
After pickup In transit No cancellation refund (exceptions for SLA failures below)

These fees cover crew travel time, fuel and blocked pickup slots. Charges may vary by distance and time window.

  • Free if requested ≥ 4 hours before the pickup window.
  • ₹149 reschedule fee if requested < 4 hours before the pickup window.
  • Multiple reschedules may require cancellation and a fresh booking.

If our crew reaches your location during the booked slot and:

  • You are unreachable, OR
  • Access is not available, OR
  • Wrong / insufficient address is provided

→ It will be treated as a No-Show after 15 minutes.

No-Show fee: ₹299, and a fresh booking will be required if the service is still needed.

For lanes covered under Same-Day or Next-Day delivery commitments (as per Coverage & SLA):

If we fail due to reasons within our control:

  • Compensation may be provided as partial refund or promo credit, depending on your plan.
  • Insurance tiers may include additional compensation as per their terms.

Not eligible if delay is due to:

  • Weather conditions
  • Strikes, traffic, road closures
  • Regulatory / security checks
  • Airline delays / cancellations
  • Force Majeure conditions

  • Reduction in bag count before pickup → refund of the difference where applicable.
  • Add-ons (like Insurance) may be refunded if cancelled before pickup.
  • Coupons / promos are non-refundable once applied.

The following charges are generally non-refundable:

  • Services already completed after pickup.
  • Government / airport / carrier partner fees already incurred.
  • Non-recoverable payment gateway or convenience fees.

Refunds are issued to the original payment method wherever possible (UPI / Card / Netbanking / Razorpay / Stripe).

Processing timeline:

  • 2–5 business days after approval by Vimaan Desk.
  • Bank posting time may take up to 7 business days.

If reversal to the original mode fails, we may issue store credit or request bank details with your consent.

You will receive an email with refund reference details once processed.

Email us at: support@vimaandesk.com
Subject: “Refund Request – [Order ID]”

Please include:

  • Order ID, Name & registered mobile number.
  • Reason for refund (Cancellation / SLA Delay / Duplicate Payment etc.).
  • Supporting documents (proof of delay, screenshots etc. wherever applicable).

Response Time: 24–48 business hours.

  • Once customs filing or airline partner handover begins, certain costs become non-refundable.
  • Processing timelines may extend to 5–10 business days due to international banking and logistics networks.

If a chargeback is raised with your bank or card issuer, we will submit supporting records such as:

  • OTP authentication logs.
  • Pickup / delivery photo evidence.
  • Time and location tracking logs.

If the dispute resolves in our favour, any temporary credits issued by your bank may be reversed as per their process.

We may revise this Refunds, Cancellation & Compensation Policy periodically to reflect:

  • Regulatory changes.
  • Airline / courier partner requirements.
  • Updated operational and service standards.

The latest version and “Last Updated” date will always be posted on this page. Continued use of our services after an update will be treated as acceptance of the revised policy.

Vimaan Desk — Billing Support

📩 Email: support@vimaandesk.com
📞 Phone: +91 78359 30123

🏢 Address:
Shipaxis Courier Cart Pvt Ltd
B1 / 630, 2nd Floor, Janakpuri West
New Delhi – 110058, India

This policy works along with our Terms & Conditions, Privacy Policy and Insurance & Protection Policy. Where there is a conflict, the more specific service or legal terms will prevail.