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LoadUnload

Policies

Cancellation and refunds

Draft — under legal review
When you can cancel, what it costs, and how a refund works — during the Bengaluru pilot.
Last updated
27 Sep 2026
Where the pilot runs
Bengaluru
Where we store your data
India

This is a draft.

It describes how LoadUnload works today, during the Bengaluru pilot, and it is being reviewed by a lawyer before it becomes final. Where something is not decided yet, it says so. If anything here is unclear, ask us — the contact details are at the end.

1. Cancelling a booking

  • Before a rider accepts: cancel free, any time, from the order page.
  • After a rider accepts, before pickup: free for the first 2 minutes. After that, ₹5 for every kilometre the rider has already ridden towards you, up to ₹20; and ₹20 once the rider has reached your pickup. The exact amount is shown before you confirm, and it is added to your next booking rather than charged now.
  • Once the goods are picked up: the booking cannot be cancelled by either side. If something is wrong, report it from the order page and a person will review it.

Waiting at the pickup: the first 3 minutes after the rider arrives are free; then ₹2 for each completed minute, capped at ₹50. It is itemised on the order. If you believe a waiting or cancellation charge was wrong, write to us from the order page and a person can remove it.

Not yet in force: a small booking advance deducted from the fare. It does not apply today. We will update this page, and tell you in the app, before it starts.

2. If the rider cancels, or the delivery fails

  • If a rider drops your job before pickup, it goes back to finding another rider, at no cost to you.
  • If a delivery cannot be completed — for example no one is there to receive it — the rider records why, and we contact you about returning or re-delivering the goods. ⟦OWNER: who pays for a return or a second attempt.⟧

3. Refunds

During the pilot you pay on delivery, so in most cases there is nothing to refund. You can ask for a refund if:

  • you were charged more than the fare shown to you before booking (or the rider’s offer you accepted);
  • you paid, and the delivery did not happen;
  • you paid ₹10 for transit cover and it could not be arranged;
  • a claim for loss or damage is upheld (see the terms).

Contact us with your order’s reference (the AWB on the order page). A person reviews every request and tells you the decision and the reason. Approved refunds are paid back the way you paid — cash refunds by ⟦METHOD⟧ — within ⟦TIMELINE, e.g. 7 working days⟧.

4. How to reach us

+91 99809 43397 or support@loadunload.in — quote your order’s reference. See also the support page.