Welcome — we try to keep packing, pickup and delivery simple & fair. This page explains how cancellations, rescheduling and refunds work for bookings made on getmybag.in (door-step packing & pickup, transit, delivery, courier services, and added services like wrapping and insurance). If you can’t find your situation below, contact us at +91 84313 31977 [email protected]

1. Scope & definitions

• Booking / Order: Any request made via our Packing Request Form, Scheduling page, phone, WhatsApp or other channels to provide packing, pickup, transit or delivery services.

• Pickup Date/Time: The scheduled date and time when our crew will arrive at the pickup location.

• Crew Dispatched: When our team has left to reach your pickup location or has started packing at your location.

• In-transit: Shipment has left pickup location and is with our transport partner / carrier.

• Processing Fee: Non-refundable administrative fee charged at booking (example: ₹250).

• Insurance Premium: Amount paid for optional insurance coverage; insurance refunds follow insurer terms.

2. Cancelling before pickup (customer-initiated)

• Free cancellation window: Cancel free of charge up to 48 hours before scheduled pickup. If cancelled in this window, we will refund all prepaid service & freight charges minus a non-refundable processing fee (if applicable).

• Late cancellation (within 48 hours but before crew dispatched): 50% refund of service & freight charges (processing fee non-refundable).

• Same-day cancellation / within 6 hours of pickup: No refund for service & freight charges (processing fee non-refundable). We may offer reschedule options subject to availability.

Tip: If you need to reschedule, tell us as soon as possible — often rescheduling avoids cancellation fees.

3. If crew is dispatched or packing has started

• Once our crew has been dispatched or begun packing at your location, the booking is considered in progress. In this case:

  • No refund of packing & labour charges already incurred.

  • If a partial job can be completed and items returned to you, we’ll provide a pro-rata refund for unperformed services where appropriate (determined case-by-case).

  • Any travel/return charges incurred by the crew will be deducted.

4. Cancellation after pickup (shipment already with carrier / in transit)

• If the shipment has left the pickup location and is in transit:

  • No refund of freight/transport charges.

  • If the shipment is returned to origin due to customer request/refusal, return shipping & handling charges will be deducted from any refund.

  • Insurance premiums are not refundable once the shipment is in transit, except as per insurer terms.

5. COD (Cash on Delivery) specific rules

• If a shipment is Cash-on-Delivery and the receiver refuses delivery:

  • Return shipment charges, collection fees and any bank/PG charges will be deducted before refunding the shipper.

  • If a COD amount was collected by the carrier and remitted to us, refunds will be processed after reconciliation and deduction of collection charges.

6. Fees & non-refundable items (examples)

• Processing fee: Non-refundable. (Common amount: ₹250.)

• Insurance premium: Non-refundable (except where insurer policy allows refund).

• Wrapping/packing materials actually used: Non-refundable after service performed.

• Third-party charges (customs, airport handling, duties): Non-refundable; paid to third parties.

• Taxes: Adjusted per statute and non-refundable if already remitted.

7. Damage, loss & insurance claims

If your items are damaged or lost during our custody or transit, follow this process:

1. Notify us within 48 hours of delivery (for visible damage) or within 7 days of expected delivery date for missing items. Use email [email protected] and WhatsApp +91 84313 31977.

2. Provide the following evidence:

   • Booking ID / AWB / Tracking ID.

   • Photos of damaged items and of packaging (if available).

   • Original purchase invoice or proof of item value.

   • Delivery proof (if available) and a brief damage description.

   • Police FIR only if demanded by insurer or if theft is suspected (we’ll advise).

3. We will acknowledge your claim within 48 business hours and start a claim assessment.

4. If insured: we will submit claim to the insurer on your behalf and guide you through their process. Insurance claim timelines are governed by the insurer’s terms.

5. If not insured: our liability is limited to the declared value or a maximum as stated in our T&C (check your booking confirmation for any declared value).

6. Typical claim resolution time: 7–30 business days, depending on investigation and insurer.

Note: Keep all original packaging and do not discard damaged goods until instructed.

8. Refund processing & timeline

• Refund method: Refunds are made to the original payment method (card/UPI/bank transfer). If original method is unavailable, we may offer bank transfer after identity verification.

• Processing time: We initiate refunds within 3–5 business days of approval. Actual posting to your bank/card may take 7–14 business days depending on the bank/PG.

• Deductions: Any bank/PG charges, collection fees (for COD), return shipping, or third-party fees will be deducted from the refundable amount.

9. Rescheduling (change of pickup date/time)

• Reschedule requests made 48 hours or more before pickup are free.

• Same-day reschedules are subject to availability and may incur full-service charges if crew was already dispatched.

10. No-show / inaccessible address

• If our crew arrives at the pickup location and cannot access the premises (no access, wrong address, no one to handover), we will attempt contact.

• If unresolved at the time, re-pickup may be scheduled and re-visit charges applied. No refund for missed pickups within 24 hours of scheduled time.

11. Force majeure & events outside our control

• We are not liable for cancellations, delays, or failures caused by events beyond our control (strikes, natural disasters, government actions, carrier failures, airport/rail closures). We will attempt to offer alternatives or refunds where feasible, but full refunds may not be possible if third-party costs have been incurred.

12. How to request a cancellation or refund

For fastest service:

• Use the Booking ID shown in your confirmation email.

• Contact via WhatsApp: +91 84313 31977 (preferred for quick updates) OR email: [email protected]
  Required information: Booking ID, name, phone number used in booking, pickup date, reason for cancellation/refund, and any photos (if damage claim).

Sample WhatsApp/cancellation message

Hi Get My Bag — I need to cancel my booking #GM12345, scheduled 15 Nov 2025 at 10:00 AM. Please confirm and process refund. Name: Jameel Mohamed, phone: 98xxxxxxx. Thanks.

13. Disputes & escalation

• If you’re unhappy with our refund decision, escalate by emailing [email protected] with subject “Refund Appeal — Booking #GMXXXXX”. We’ll respond within 72 business hours.

• If unresolved, the T&C explains further legal steps (link to T&C).

14. Quick FAQ (short answers for the page)

• Q: Can I cancel same day?
  A: Same-day cancellations may not be eligible for refund if crew already dispatched; contact us immediately to explore reschedule.

• Q: Is insurance refundable?
  A: Insurance refunds follow insurer terms — usually non-refundable once in transit.

• Q: How long till I get my refund?
  A: We initiate refunds in 3–5 business days; bank posting may take 7–14 business days.

• Q: Who pays return shipping if I cancel after pickup?
  A: Return shipping & handling charges are deducted from any refund.

15. Booking form & booking confirmation microcopy

Add this short clause to the booking form (checkbox, required):

“I have read and accept Get My Bag’s Cancellation & Refunds policy. I understand cancellations may incur fees as described.”

Add to booking confirmation email/SMS:

“Cancel or reschedule: reply to this message or WhatsApp +91 84313 31977. See full Cancellation & Refunds policy”

16. Accessibility & contact hours

• Support hours: 11:00 AM – 9:00 PM (all 7 days). Expect initial response within 24 business hours. For urgent issues call +91 84313 31977.

17. Small print / legal

This policy is part of and subject to our Terms & Conditions. We may update this policy from time to time; the latest version will always appear here.