Refund Policy

(Effective Date: [30th Sept, 2025])

This Refund & Cancellation Policy (“Policy”) forms part of the Terms & Conditions of JSR Wayfinder Pvt Ltd, operating under the brand name “5S” (“Company”, “we”, “our”, or “us”). It applies to all Clients (“you”, “your”) who use our delivery services through www.5sindia.in or our mobile application (collectively, the “Platform”).

By using our Services, you agree to this Policy.

1. CANCELLATION POLICY

1.1 Cancellation by Client

• Before Vehicle Allocation: You may cancel a Delivery Request without any charge.
• After Vehicle Allocation but Before Pickup: Cancellation may attract a fee of up to 50% of the Service Fee, depending on time and resources allocated.
• After Pickup: Cancellation is not permitted. The full Service Fee along with any applicable return charges shall be payable.

1.2 Cancellation by Courier

• Couriers may cancel a Delivery Request only for valid reasons such as:
  • Improper packaging of Goods,
  • Prohibited Items (see Schedule I of Terms & Conditions),
  • Inability to contact the Client, or
  • Safety concerns.
• In such cases, the Delivery Request will be marked “cancelled” and an alternate Courier may be assigned where possible.

1.3 Cancellation by Company

• The Company may cancel any Delivery Request for:
  • Non-compliance with Terms & Conditions,
  • Fraudulent activity or misuse of the Platform, or
  • Legal/regulatory requirements.
• Clients shall be notified in such cases.

2. REFUND POLICY

2.1 Eligible Refunds

Refunds shall be applicable in the following cases only:

• Payment was deducted but the Delivery Request was not confirmed/assigned to a Courier.
• Delivery Request was cancelled by the Company before pickup.
• Delivery Request was cancelled by the Courier and no replacement Courier was available.

2.2 Non-Refundable Cases

No refund shall be provided in the following cases:

• Cancellation by the Client after Courier acceptance.
• Goods already picked up by Courier.
• Delay in delivery due to incorrect/incomplete address, recipient unavailability, or Client’s error.
• Delivery of Prohibited Items or violation of Terms & Conditions.
• Force Majeure Events (natural disasters, strikes, government restrictions, etc.).

2.3 Mode of Refund

• Refunds, if applicable, will be processed back to the original payment method used during the transaction.
• Refunds may take 7–10 business days to reflect, depending on the bank/payment provider.

3. CASH ON DELIVERY (COD)

• In COD cases, if delivery is cancelled before pickup, no COD collection will occur.
• If cancelled after pickup, the Client remains liable for Service Fees and applicable return charges.
• COD remittance to the Client shall be governed by the Company’s COD settlement policy.

4. DISPUTES & GRIEVANCES

If you believe a refund is due or a cancellation was mishandled, you may raise a complaint within 72 hours of the incident by contacting:

Grievance Officer: Sakshi Sharma
Email: support@5sindia.in
Phone: 08058706819
Address: JSR Wayfinder Pvt Ltd, PNo. 148, Ganesh Vihar 7, Near Tagore ITI, Murlipura, Jaipur (Raj) – 302039

Complaints will be acknowledged within 72 hours and resolved within 15 business days.

5. AMENDMENTS

We may update this Policy from time to time. Updated versions shall be published on www.5sindia.in, and continued use of Services shall constitute acceptance.