Baba Express
Refund Policy

Effective Date: June 2025
Business Name: BabaExpress
Website: www.babaexpress.in
Contact: support@babaexpress.in

  1. Purpose

This Refund & Return Policy outlines the terms under which refunds or service credits will be issued to sellers using BabaExpress logistics services, and the procedure to request them.

  1. Eligibility for Refunds

Refunds or credits will be provided under the following conditions:

  • Undelivered Shipments: If a shipment fails to reach the customer and is not returned to the origin within 15 days.
  • Delayed Pickup (First Mile): If the first mile pickup is delayed by more than 48 hours from the scheduled pickup date, due to logistic partner negligence.
  • Incorrect Charges: If you’ve been incorrectly charged for shipments, weight discrepancies, or service add-ons.
  • Service Failures: In case of confirmed logistic partner issues resulting in a failed or damaged delivery.
  • COD Reconciliation Delay: If COD remittance is not settled within the agreed timeframe and no valid reason is provided.

Note: Refunds will not be issued for issues caused by inaccurate seller input (e.g., incorrect address, mobile number, packaging error).

  1. Non-Refundable Services

The following are non-refundable:

  • Subscription fees for platform access
  • Charges for successfully delivered shipments
  • Penalties due to seller’s non-compliance with packaging or weight guidelines
  • Charges for services already rendered, including shipping label generation or attempted pickups
  1. Timeframe for Requesting Refund
  • Sellers must raise a refund claim within 7 business days of the issue/incident.
  • Claims made after this period may not be considered.
  1. Refund Request Process

To raise a refund request:

  1. Email support@babaexpress.in with the subject line: Refund Request – [Order ID/Shipment ID].
  2. Include the following details:
    • Shipment ID(s)
    • Issue faced
    • Date of pickup/attempted delivery
    • Supporting documents/screenshots (if applicable)
  3. Our team will investigate the case and respond within 5–7 business days.
  1. Refund Method
  • Refunds are issued as wallet credits on BabaExpress dashboard (preferred).
  • Bank transfers can be requested for large value disputes (₹2,000+), processed within 7–10 working days.
  1. Dispute Resolution

If a seller disagrees with the refund decision:

  • They may escalate the issue by replying to the support ticket.
  • A senior compliance officer will re-review the case and respond within 3 business days.
  • BabaExpress’s decision after the second review will be final.
  1. Policy Updates

This refund policy is subject to change without prior notice. Any changes will be updated on the website and emailed to active sellers.

Need Help?

If you have questions or need help with a refund, feel free to reach out at:
📧 support@babaexpress.in