Refund Policy
DeleMate Services Private Limited
This Refund Policy outlines the circumstances under which refunds may be issued for services used on the DeleMate platform. The meaning of capitalized terms is defined in our Terms of Use.
Cancelled by Sender
Full Refund Scenarios
- • Money deducted but payment failed
- • After payment but before handover to DeleMate Courier
- • In Return (after successful package collection from courier)
No Refund Scenarios
- • After handover to DeleMate Courier (Non-cancellable)
- • Delay in delivery / Rescheduling (Non-cancellable)
- • After delivery (Non-cancellable)
Cancelled by Mate
Full Refund Scenarios
- • After payment by Sender but before collecting from Sender
- • After collecting from Sender but trip was cancelled (upon package handover to Sender)
Special Cases
Unable to meet Receiver / Receiver didn't show up: If the Mate contacts support and after investigation, the amount will be transferred to the Mate's account with no refund to the Sender.
No Refund Scenarios
- • Delay in delivery / Rescheduling (Non-cancellable)
- • After delivery (Non-cancellable)
Cancelled by DeleMate
Package Not Delivered
The Sender may be entitled to a refund of up to 100% of the order value if the Mate fails to deliver due to reasons attributable to the Mate or DeleMate. Refunds are assessed case-by-case.
Items Missing or Damaged
The Sender may be entitled to a refund of up to 100% of the order value if items are missing or damaged during transit by the Mate. Refunds are assessed case-by-case.
Sender's Packing Fault
If items are damaged due to improper packaging by the Sender, the amount will be transferred to the Mate's account with no refund to the Sender.
Packaging Responsibility
Important: The Sender is responsible for appropriately packaging items based on the level of risk, fragility, and other factors specific to the individual item.
DeleMate or the Mate cannot determine the necessary packaging for any item. The Sender should use their best judgment when packing items, as DeleMate is not liable for loss or damage if items are not properly packed.
Additional Information
Processing Time
Refunds will be processed within 3 to 7 business days after approval. The actual time for funds to reflect in the Sender's account may vary based on the financial institution.
Customer Support
For any inquiries regarding refunds or cancellations, please contact customer support through the DeleMate app or via email at support@delemate.com.
Policy Updates
DeleMate reserves the right to update or modify this Refund Policy at any time. Changes will be effective immediately upon posting on the Platform. Users are encouraged to review this policy periodically.
Note: DeleMate's decision on refunds shall be final and binding. All refund requests are subject to investigation and approval based on the circumstances of each case.
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