Refund Policy
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, Prohibited Items, inability to contact the Client, or safety concerns. The 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.
- The delivery request was cancelled by the Company before pickup.
- The 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 the courier.
- Delay in delivery due to incorrect/incomplete address, recipient unavailability, or the 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.
- If the refund is accepted, the refund amount will be credited back to the original mode of payment within 7–10 business days.
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 our Grievance Officer. 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.
Grievance Officer / Contact
- Sakshi Sharma
Grievance Officer - support@5sindia.in
- +91-8058706819
- JSR Wayfinder Pvt Ltd, PNo. 148, Ganesh Vihar 7, Near Tagore ITI, Murlipura, Jaipur (Raj) – 302039