Instavans Logistics Private Limited: Refund Policy

Effective Date: 1 Jan 2025

1. Introduction

Instavans Logistics Private Limited (“Instavans,” “we,” or “us”) is a Bangalore-based logistics technology company offering SaaS-based Transportation Management System (TMS) solutions and related services, including the rental of GPS devices for shipment tracking. This Refund Policy outlines how we handle refunds for the various services, products, and charges associated with Instavans. By using our services, you agree to the terms of this Refund Policy.

2. Scope

This Refund Policy applies to:

1. GPS Device Rental and Service Charges
2. Security Deposits
3. Subscription Fees (SmarTruck TMS, Marketplace, etc.)
4. Other Miscellaneous Fees (such as installation or uninstallation charges, if any)

Please refer to your Service Agreement or Pricing Policy for detailed terms regarding fees and charges.

3. General Refund Eligibility

Refund eligibility may vary based on the specific product or service. Refunds are considered on a case-by-case basis subject to the terms outlined in your contract or in the relevant sections below.

1. Non-Refundable Items

• Any usage-based fees (e.g., daily or monthly GPS rental charges for the period already used) are generally non-refundable.
• Installation or uninstallation fees, once the service has been rendered, are non-refundable unless explicitly stated otherwise in a written agreement with Instavans.

2. Partial Period Usage

• If a shipment ends earlier than scheduled and the GPS device is returned promptly, any rental fee already paid for the unused portion of the period is typically non-refundable unless explicitly provided for in a contract.

4. GPS Device Rental and Security Deposits

1. GPS Device Rental Fees

• Rental fees paid for GPS devices are non-refundable once the rental period has commenced. This includes fees billed on a shipment-by-shipment basis.
• If you are charged a rental fee in advance for a future shipment and cancel before the shipment begins, Instavans will evaluate requests for refund on a case-by-case basis.

2. Security Deposits

• If a security deposit is required for GPS devices, it is fully refundable provided:

• All rented devices are returned to Instavans in good, working condition within the agreed-upon timeframe (typically 30 days from the end of the shipment).
• There are no outstanding dues, penalties, or additional charges.

• Damaged or Lost Devices:

• The cost of repair or replacement will be deducted from the security deposit.
• If the cost of repair or replacement exceeds the security deposit, you will be responsible for the additional amount.

3. Return Timeframe

• Refund Timeline: Security deposits will typically be refunded within 15 working days after the successful inspection of returned devices and clearance of any outstanding charges.
• Refunds will be processed via the original payment method (e.g., Razorpay) or direct bank transfer (NEFT/RTGS), at Instavans’ discretion.

5. SmarTruck TMS and Other Subscription Fees

1. Subscription Charges

• Monthly or annual subscription charges for the SmarTruck TMS or related marketplace services are non-refundable once the billing cycle has commenced.
• Customers who opt for an annual subscription and wish to discontinue mid-term may request a pro-rata refund. Such requests are assessed on a case-by-case basis, subject to the specific terms in the Subscription Agreement.

2. Trial Periods (if applicable)

• If Instavans offers a free trial period for any of its services, you may cancel anytime during the trial without incurring subscription fees.
• Once the trial period ends and your paid subscription starts, normal refund rules apply.

6. Other Fees and Charges

1. Installation or Uninstallation Charges

• Due to varying charges based on client arrangements (ranging from INR 150 to INR 400), once an installation or uninstallation service is completed, these fees are typically non-refundable.
• If you are incorrectly charged or if services are not rendered, you may contact us for a review and potential refund.

2. Late Fees or Penalties

• If any late fees or penalties have been incurred (e.g., for late device return), these charges are generally non-refundable.

3. Service Disruptions

• In the event of any disruption in Instavans’ service due to technical or operational issues on our side, Instavans may, at its sole discretion, offer a refund or credit as compensation. This will be communicated to affected customers if applicable.

7. Refund Process

1. Initiating a Refund Request

• To request a refund, please contact us at [support/contact email] or call us at [phone number] with the relevant invoice or transaction details, along with any supporting documentation (e.g., proof of device return, shipment details, etc.).

2. Review Period

• Once we receive your refund request, our team will review it within 15 working days. If any additional information is required, we will reach out to you.

3. Approval and Processing

• If your refund request is approved, we will notify you via email or phone. Refunds are typically processed within 30 working days from the date of approval.
• We reserve the right to refund using the original payment method (via Razorpay) or another method (e.g., direct bank transfer), at our discretion.

4. Rejections

• If your refund request is denied, we will provide a brief explanation. You may respond or escalate if you believe there has been an error in the assessment.

8. Dispute Resolution

• If you have any disputes or concerns about charges or refunds, you must notify Instavans within 3 days of the transaction date. We will investigate the matter in good faith and work towards a fair resolution.
• For payments processed through Razorpay or other third-party gateways, disputes related specifically to unauthorized or failed transactions may be handled under their dispute resolution mechanisms.

9. Amendments to This Policy

• Instavans reserves the right to modify or update this Refund Policy at any time.
• Any changes will be posted on our official website or communicated via email. The revised policy becomes effective immediately upon posting, unless stated otherwise.
• Continued use of our services after changes take effect indicates acceptance of the revised terms.

10. Contact Information

If you have questions or concerns regarding our Refund Policy, please contact:

Instavans Logistics Private Limited
4th Floor, Foundation House,
Mission Road, 40, 2nd Main Rd,
Bengaluru, Karnataka 560027
Email: contactus@instavans.com

By using Instavans’ services and making payments to us, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.