Refunds & Cancellation

Last updated: 27 September 2026

This policy is part of our Terms of Service. It applies to bookings made on the BookRoket platform (operated by Meezoy Ventures Private Limited).

1. Cancellation windows

What happens when you cancel depends on how far your consignment has progressed:

• Before pickup: you may cancel a confirmed booking any time before the scheduled pickup. A cancellation fee applies (see section 3); the remainder of the freight charges is refunded to you.
• After pickup, before dispatch: once goods have been picked up, the consignment enters the transporter’s custody. Cancellation is still possible if the goods have not left the origin hub, but you bear the pickup and handling costs incurred, plus the cancellation fee. Goods are returned to you or held at the origin hub for collection.
• In transit: consignments already moving cannot be cancelled outright. You may request an interception or re-routing, which we will attempt on a best-effort basis where operationally feasible. No refund is due for legs already completed; we will refund the freight for any unperformed legs, less handling and re-routing charges. Delivery to an alternate address, where possible, is charged at the applicable lane rate.

Bookings under “to-pay” terms follow the same windows; any amount already paid is treated as above, and unpaid to-pay bookings cancelled before pickup attract only the cancellation fee, if applicable.

2. Refund timelines

• Approved refunds are initiated within 2 business days of approval and credited to the original payment source (UPI, card, or net-banking account) within 5–7 business days.
• If the original payment source cannot receive the credit (for example, an expired card), we will contact you to arrange an alternate refund method.
• Refunds for bookings paid via business credit accounts or wallet balances are credited to the same account within the same 5–7 business day window.
• GST charged on the refunded portion is reversed in line with the credit note issued; the GST invoice for your booking will reflect the final adjusted amount.

3. Deductions and fees

The following deductions may apply to cancellations and refunds. All applicable charges are shown to you before you confirm a cancellation:

• Cancellation fee: a flat fee for cancellations before pickup, as published on our website. This covers slot reservation and administrative costs.
• Docket/documentation fee: where an LR has already been generated, a nominal docket fee may be deducted.
• Handling and transport costs: for post-pickup cancellations, the actual pickup, loading, and storage costs incurred by the transporter.
• Payment gateway charges: non-refundable transaction charges levied by payment providers are not refunded.

No cancellation fee is charged where the cancellation is caused by our fault or the transporter’s fault — for example, a missed pickup window or a cancelled service. In such cases you receive a full refund of the freight charges paid.

4. Failed pickups

A pickup is marked “failed” when the transporter’s vehicle reaches the pickup address but the goods are not ready, the address is inaccessible, or no authorised person is available. After two failed pickup attempts, the booking is auto-cancelled and treated as a before-pickup cancellation (cancellation fee applies). If the failure was the transporter’s fault — for example, the vehicle never arrived within the pickup window — no fee applies and you may re-book or take a full refund.

5. How to request a cancellation or refund

• From the tracking screen: open your booking in the app or website, go to the tracking view, and choose “Cancel booking”. The applicable fee and refundable amount are shown before you confirm.
• By email: write to hello@bookroket.com with your LR number and booking phone number.

Refund requests are reviewed within 2 business days. If a request is declined, we will tell you why, and you may escalate to our Grievance Officer as described in our Privacy Policy.

6. Your rights as a consumer

Nothing in this policy limits your rights under the Consumer Protection Act, 2019, including the E-Commerce Rules framed under it. If you believe a service was deficient or an unfair trade practice occurred, you retain the right to approach the appropriate Consumer Commission in addition to — or instead of — our internal grievance process.