1. Cancellation Policy

At Divya Express, we understand that plans change. Bookings can be cancelled free of charge up to 2 hours before the scheduled pickup time. Any cancellation requested after a Divya Express courier agent has been dispatched may incur a nominal "Dispatch Fee." Once a shipment has been picked up and scanned into our network, it is considered active and cannot be cancelled or refunded.

2. Divya Express Prepaid Plans

Our prepaid model allows customers to deposit a lump sum amount into their Divya Express Wallet to enjoy seamless, non-transactional booking. The following terms apply to these plans:

• Wallet Utilization: Credits added to your account are used solely for Divya Express shipping services and do not expire.
• Unused Balance Refunds: If you wish to withdraw your remaining principal balance, Divya Express will process the refund subject to a 5% administrative fee to cover payment gateway and processing costs.
• Promotional Credits: Any bonus or promotional credits granted by Divya Express are non-refundable and will be voided upon account closure or refund request of the principal amount.

3. Refund Eligibility

Refunds are facilitated by Divya Express under the following specific conditions:

• Failure by Divya Express to pick up a shipment within 48 hours of the scheduled window.
• Technical system errors resulting in duplicate charges for a single airway bill.
• Service disruptions caused exclusively by Divya Express internal operational issues.

4. Non-Refundable Items

Shipping charges are non-refundable once a delivery attempt has been made by Divya Express. Additionally, third-party costs such as insurance premiums, government-imposed taxes, and statutory taxes are non-refundable.

5. Processing Timeline

Once a refund is approved by the Divya Express accounts team, the amount will be credited to the original payment source within 7 to 10 working days. Wallet adjustments for prepaid users are typically reflected in the customer portal within 24 hours of approval.