Refund & Cancellation Policy

Last updated: 25 August 2026 · Effective immediately · Subject to applicable consumer law

1. When refunds are available

SLP Express ("we", "us") provides refunds in the following circumstances:

• Non-delivery: The carrier confirms in writing that your parcel cannot be delivered and is being returned to origin or has been irrecoverably lost.
• Lost in transit: The selected carrier formally accepts a loss claim under the written service terms.
• Damaged on delivery: The issue is reported within the selected carrier's written claim window with the original packaging and requested photographs or evidence.
• Service-failure by SLP: Documented failure on our part such as pickup not arriving despite confirmation, packing errors causing damage, or wrong AWB generation.
• Booking cancellation — see Section 4 below for cancellation refund terms.

2. When refunds are NOT available

The following circumstances are not eligible for refund, as they are outside our control or are caused by the sender:

• Customs duty, GST, or import taxes paid by the recipient at the destination country
• Parcels detained, seized or destroyed by destination customs due to prohibited contents (which were not disclosed at booking)
• Delays caused by destination country customs clearance procedures (these are determined by the destination customs authority, not SLP)
• Delays caused by force majeure events — natural disasters, pandemic-related lockdowns, civil unrest, war, strikes, government shutdowns, or carrier-network disruptions
• Delays where the recipient was unavailable to receive the parcel and the carrier completed the maximum number of delivery attempts
• Refusal of the parcel by the recipient at delivery
• Incorrect or incomplete recipient address provided by the sender
• Damage to items that were not properly declared or packed as prohibited by destination customs (eg. liquid pickles without secondary seal)
• Loss of value on items that were declared at lower than actual market value to minimise duty (under-declaration risk)

3. How to claim a refund

Step 1 — Notify us immediately

WhatsApp +91 99510 83676 or email info@slpcouriers.in with the subject "Refund Claim — [AWB number]" and include:

• AWB / tracking number of the shipment
• Date of pickup from your address
• Date of delivery (or expected delivery date)
• Detailed description of the issue (non-delivery, damage, lost, etc.)
• For damage claims: retain the complete carton and contents and take clear photographs of all sides, labels, inner packing and damage
• Original commercial invoice copy if not already with us

Step 2 — We acknowledge and investigate

We acknowledge the claim during published business hours, obtain the selected carrier's applicable process and provide a realistic investigation estimate. Carrier or authority review can change the timing.

Step 3 — Decision and refund

If a refund or claim payment is approved, the amount, method and expected processing time are confirmed in writing. Bank, card, carrier and payment-provider processing times can apply.

4. Cancellation policy

Request cancellation as early as possible. Refundability depends on work already completed, non-recoverable carrier charges and the written booking terms:

To cancel, WhatsApp +91 99510 83676 with the AWB or booking reference and the message "Cancel booking". SLP will acknowledge the request during business hours and confirm the current shipment state and recoverable amount in writing.

5. Liability and optional shipment cover

There is no universal SLP amount, percentage or per-kilogram cap advertised for every service. Before payment, ask for the selected carrier's written liability terms and any optional shipment-cover terms available for the declared contents and value.

• Carrier liability: governed by the selected service terms, accepted contents and evidence.
• Optional cover: available only when expressly offered and accepted in writing before handover; exclusions and limits apply.
• Documents and irreplaceable items: do not assume consequential value or replacement costs are covered.

Declare the actual contents and value and review the written liability or optional-cover terms before booking. Nothing in this policy limits rights that cannot lawfully be excluded.

6. Force majeure exclusions

We are not liable for delays, non-delivery, or damage caused by events beyond our reasonable control, including but not limited to:

• Natural disasters (floods, earthquakes, cyclones, volcanic eruptions)
• Pandemic-related lockdowns or quarantine restrictions
• War, terrorism, civil unrest, riots, sabotage
• Strikes by carriers, customs staff, or transportation workers
• Government action — embargoes, sanctions, import bans, customs system outages
• Airline cargo capacity restrictions or flight cancellations
• Carrier network disruptions (eg. DHL/FedEx hub closures)
• Acts of God

During force majeure events, we will keep you informed via WhatsApp and resume normal service as soon as feasibly possible. Refunds may be considered on a case-by-case basis if the disruption is prolonged beyond reasonable expectation.

7. Refund timeline

For each approved refund, SLP confirms the payment method and expected processing time in writing. The following are processing channels, not guaranteed deadlines:

• UPI / IMPS / NEFT: processed to the confirmed account after approval
• Credit / debit card: subject to the payment provider and bank processing cycle
• Original cash payment: returned through a documented bank or agreed payment method

8. Disputes and escalation

If you are not satisfied with our refund decision, you may escalate the matter as follows:

1. Internal review — write to the contact in Privacy Policy Section 10 for a second-level review and a realistic response estimate.
2. Consumer disputes redressal — file a complaint with the District Consumer Disputes Redressal Commission, Hyderabad, under the Consumer Protection Act 2019.
3. National Consumer Helpline — call 1915 or file online at consumerhelpline.gov.in.

9. Changes to this policy

We may update this Refund & Cancellation Policy from time to time. The "Last updated" date at the top reflects the latest version. Changes apply only to bookings made after the change date; bookings before the change are governed by the policy in force on the booking date.

10. Governing law

This Refund & Cancellation Policy is governed by the laws of India and the Consumer Protection Act 2019. Disputes shall be subject to the exclusive jurisdiction of consumer courts in Hyderabad, Telangana, India.

For clarification or to raise a claim, WhatsApp +91 99510 83676 or email info@slpcouriers.in. Preserve the original packaging and report the issue immediately.