Cancellation & Refund Policy
Last Updated & Effective: October 28, 2026 | Applicable to MAXLINE LOGISTICS (maxlinelogistics.com)
At MAXLINE LOGISTICS, we strive to deliver transparent, reliable, and prompt logistics solutions for all our merchants and shippers. This Cancellation and Refund Policy outlines the terms, timelines, and conditions under which shipment cancellations, online payment refunds, and wallet adjustments are processed.
1 Shipment Cancellation Policy
A merchant can cancel any booked shipment directly through the MAXLINE dashboard before the courier pickup rider has scanned and collected the parcel from your warehouse. Upon pre-dispatch cancellation, 100% of the deducted freight charges (including base rate, fuel surcharge, docket fees, and GST) are instantly credited back to your MAXLINE prepaid wallet.
Once a parcel has been physically collected and scanned by the assigned carrier partner (Delhivery, Blue Dart, DTDC, Xpressbees, etc.), the shipment enters the national transit network. Post-pickup cancellations can only be processed as Return to Origin (RTO). In such cases, forward freight charges cannot be refunded, and standard RTO freight charges may apply as per carrier tariff.
2 Online Payment & Wallet Recharge Refunds
We process online payments through authorized, RBI-compliant payment gateway partners (including Razorpay). Here is how payment adjustments are handled:
- Failed Transactions / Double Debits: In the rare event where funds were deducted from your bank account or UPI application but the wallet recharge was not credited due to network timeouts, the deducted amount will automatically be reversed by the banking system back to your original source account within 5 to 7 business days.
- Unutilized Wallet Balance Refund: Merchants wishing to close their MAXLINE account can request a full refund of their unutilized, self-recharged prepaid wallet balance back to their verified bank account. Refund requests are audited, approved, and transferred within 7 business days of submission upon standard KYC verification.
- Promotional / Bonus Credits: Any free promotional signup credits or promotional discount vouchers awarded by MAXLINE LOGISTICS are non-transferable and non-refundable into bank accounts.
3 Refund Timelines & Method
| Scenario | Refund Destination | Timeline |
|---|---|---|
| Pre-Pickup Shipment Cancellation | MAXLINE Prepaid Wallet | Instant (0–10 mins) |
| Failed Payment / Double Debit Reversal | Original Payment Source (Bank/UPI/Card) | 5 to 7 Business Days |
| Account Closure Wallet Balance Refund | Verified Merchant Bank Account (NEFT/RTGS) | 5 to 7 Business Days |
| Approved Transit Damage / Loss Claim | MAXLINE Wallet or Bank Account | 15 to 30 Business Days (Carrier SLA) |
4 How to Initiate a Cancellation or Refund Request
To request a refund or report a payment anomaly, please follow these simple steps:
- Send an email to support@maxlinelogistics.com from your registered merchant email address.
- Include your Payment Transaction ID / Order ID, transaction date, amount, and reason for the refund request.
- Our billing desk will verify the transaction log with the payment gateway (Razorpay) and confirm initiation within 24–48 hours.
Billing & Refunds Helpdesk:
Email: support@maxlinelogistics.com | Phone: +91 62804 00727
Operating Address: Plot No. 167, Industrial Area Phase 2, Panchkula, Haryana - 134113, India