Refund Policy

At CTC Cargo (operating under CTC Cargo Logistics), we strive to deliver top-tier courier, parcel delivery, and freight logistics services. We understand that plans may change or unforeseen operational circumstances may arise. This Cancellation and Refund Policy explains in transparent detail the conditions, procedures, eligibility criteria, and timelines for booking cancellations and payment refunds for services booked on www.ctccargo.co.in or through our merchant API interfaces.

1. Shipment Booking Cancellation Rules

Consignment booking cancellations are governed strictly by the real-time operational stage of the consignment within our fulfillment pipeline:

Note for Stage 3: If you wish to recall a package that is already in transit, an official Recall / Return to Origin (RTO) request must be submitted. The package will be intercepted at the next transshipment hub and returned to the shipper's warehouse. Standard return freight charges apply as per our freight tariff.

2. Eligibility Criteria for Refund

A customer or merchant is entitled to claim a refund under the following verified circumstances:

• Service Non-Performance / Failed Pickup: If CTC Cargo fails to collect your package within forty-eight (48) hours of the scheduled pickup window due to our operational constraints, you are entitled to cancel with a 100% full refund.
• Double Deduction / Payment Gateway Glitches: In the event of network disruption or technical errors where your account is debited multiple times for a single booking, or payment is deducted but no booking ID is generated, the duplicate charge is automatically detected and refunded in full within 24 to 48 hours.
• Incorrect Freight Charges Assessed: If an online booking was mistakenly overcharged due to an automated rate calculation error, the verified excess tariff difference will be promptly credited back to your account upon audit verification.
• Transit Loss or Total Package Damage: In the rare event that a consignment is declared lost in transit or suffers total physical destruction while in CTC Cargo custody, compensation/refund will be processed in accordance with our Transit Protection & Declared Value Settlement Terms (detailed in Section 6 below).

3. Non-Refundable Circumstances

Refunds shall not be granted in the following scenarios:

• Inaccurate Recipient Address / Contact: Delivery failures caused by wrong postal PIN codes, incomplete consignee addresses, or unresponsive recipient phone numbers.
• Consignee Rejection / Refusal: When the intended recipient explicitly refuses to accept the consignment or refuses to pay COD amounts due.
• Prohibited or Undeclared Contraband: Seizure, confiscation, detention, or destruction of packages containing prohibited goods, hazardous chemicals, narcotics, contraband, or undeclared commercial merchandise by Customs, police, or state tax authorities.
• Inadequate Packaging: Internal damage occurring as a direct result of improper, substandard, or fragile packaging that failed to follow our packaging guidelines.
• Force Majeure Events: Delivery delays arising from natural disasters (floods, cyclones, earthquakes), state emergency curfews, or commercial flight cancellations beyond our operational control.

4. Refund Processing Timeline & Method

CTC Cargo processes all approved refunds with complete banking transparency in compliance with Reserve Bank of India (RBI) payment gateway directives:

5. How to Initiate a Cancellation or Refund Request

To request a cancellation or refund, follow these straightforward steps:

1. Step 1: Contact Support Desk: Send an email from your registered email ID to support@ctccargo.co.in with the subject line "Cancellation & Refund Request — [Your AWB / Tracking ID]".
2. Step 2: Provide Documentation: Include your Booking ID / AWB Number, Payment Transaction ID, Registered Contact Number, and a brief statement describing the reason for cancellation.
3. Step 3: Verification & Assessment: Our Billing & Audit desk will verify the tracking status and confirm eligibility within 24 business hours.
4. Step 4: Credit Execution: Upon approval, the refund is triggered automatically through our payment gateway partner directly to your originating payment source.

6. Transit Loss, Damage Claims & Liability Settlement

• Reporting Window: In case of visible external damage or pilferage, the issue must be recorded on the delivery run-sheet upon receipt and reported to CTC Cargo within seven (7) calendar days of parcel handover.
• Required Claim Evidence: To process claims for lost or damaged consignments, the claimant must submit:
  • Photographs or video evidence of the damaged package, outer packaging, and shipping label.
  • Original commercial tax invoice showing the purchased merchandise cost.
  • Copy of the signed consignment Air Waybill (AWB).
• Liability Limit: In the absence of an elected secondary cargo transit insurance, CTC Cargo's standard carrier liability for lost or damaged goods is limited to the declared freight invoice value or a maximum of ₹2,000 (Two Thousand Indian Rupees), whichever is lower, as per Indian carriage law.

7. Billing Grievances & Contact Information

If you have any questions regarding this policy or have not received an expected refund credit after 7 working days, please contact our escalation cell: