Cancellations
Cancellation policy
| Stage | Refund | How to cancel |
|---|
| Before pickup (agent not yet en route) |
100% of the booking amount, excluding payment gateway fees |
WhatsApp us with your booking reference. Same-day processing. |
| After pickup — agent en route or parcel collected, not yet dispatched to linehaul |
50% refund. We arrange return of your parcel. Return delivery is included. |
WhatsApp us immediately. The sooner you contact us, the more we can recover. |
| Once dispatched to linehaul transit |
No refund. Shipment continues to destination. If Patwadi fails to complete delivery due to an operational error on our side, you receive a full refund. |
Cancellation not available. Contact us if there is a genuine emergency and we will advise. |
| Rescheduling (change of date) |
No charge if rescheduled at least 24 hours before the original collection window |
WhatsApp us with your booking reference and preferred new date. |
How to cancel
WhatsApp us at
+91 80918 89969 with your booking reference and the reason. Do not simply not answer the door — this counts as a failed delivery attempt, not a cancellation, and different charges apply.
Refunds
How refunds work
1
Contact us with your order ID
WhatsApp or email with your booking reference, the reason for the refund request, and any supporting information. Do this within 48 hours of the event that triggered the request.
2
We verify the custody record
We check handoff timestamps and photos at each custody step. For cancellations this is straightforward. For damage or loss claims, the custody evidence determines where responsibility sits.
3
Decision within 3 business days
We send you a written decision via WhatsApp or email. If a refund is approved, we initiate it immediately.
4
Refund to original payment method
Approved refunds return to the original payment method (UPI, card, or net banking) within 5–7 business days from approval. Exact timeline depends on your bank.
We do not issue refunds in cash. All refunds go to the original payment method only.
Delays & holding
What happens if delivery cannot be completed
If the recipient is unavailable, your delivery partner makes two attempts at no extra charge. The second attempt is within 24 hours of the first.
After two failed attempts, your parcel is held for up to 7 days at ₹100 per day, starting immediately after the second failed attempt. After the 7-day hold, we begin return to sender at the same rate as the original booking.
Tracking exceptions
While we investigate a serious delay, your tracking may show “Delivery exception — our team is resolving it.” We will update you by WhatsApp while the investigation is open.
Claims
Damage and lost parcels
48-hour time limit
All damage and loss claims must be raised within 48 hours of delivery. For overdue parcels, contact us as soon as the parcel is late. Claims raised after this window cannot be accepted.
Compensation caps
General goods
Up to ₹5,000
Declared value, capped at ₹5,000. Clothing, books, household items, documents, care packages.
Electronics
Up to ₹5,000
Declared value, capped at ₹5,000. Phones, tablets, chargers, accessories.
These caps apply to declared value, not purchase price. Always declare an accurate value at booking — undervalued parcels may receive less compensation. If your parcel is worth more than the cap, contact us before booking.
What to include in a damage or loss claim
1
Your booking reference (order ID)
The reference from your booking confirmation. Format: PW followed by digits.
2
Photos of the damage (damage claims)
Clear photographs of the damaged item and packaging as received. Take these before unpacking fully.
3
Contents description and declared value
Brief description of what was in the parcel and the declared value. A receipt or invoice helps for higher-value items.
4
Description of what went wrong
What you received, how it differed from what was sent, any relevant context.