Platform-wide SLA & Return Policy for Courier Aggregator

1. Service Level Agreement (SLA)

The SLA ensures that all courier services provided through the Courier Aggregator Platform maintain a uniform service standard for shippers, customers, and courier partners.

Scope

This SLA applies to all shipments booked via the Courier Aggregator Platform regardless of the courier partner selected.

Key SLA Commitments

• Platform Availability
  • Platform uptime: 99.9% monthly availability.
  • Planned maintenance will be notified at least 24 hours in advance.
• Pickup & Delivery SLA
  • Pickup Commitment: Pickup will be scheduled within 24 hours of order placement (excluding Sundays/holidays).
  • Delivery Commitment:
    • Local / Same-city: 1–2 business days.
    • Domestic (within country): 2–7 business days.
    • International: 5–15 business days (depending on destination & customs).
• Tracking & Updates
  • 100% shipments must have real-time tracking visibility.
  • Status updates to be provided at key milestones (pickup, in transit, out for delivery, delivered).
• Customer Support SLA
  • Response time: Initial acknowledgment within 2 hours (business hours).
  • Resolution time:
    • Critical issues (shipment lost/damaged): Within 48 hours.
    • Non-critical (delays, re-attempts): Within 72 hours.

2. Return / Refund Policy

Since a Courier Aggregator deals with shipping services (not products), the return policy mainly refers to service refunds/cancellations.

Eligibility for Refund / Return of Charges

• Shipment Cancellation
  • If a shipment is cancelled before pickup, 100% refund will be initiated.
  • If cancelled after pickup but before transit, refund will be subject to deduction of pickup charges.
• Failed Pickup
  • If the courier partner fails to attempt pickup within SLA, 100% refund of shipping charges will be processed.
• Lost or Damaged Shipment
  • In case of shipment loss/damage:
    • Customer will be compensated as per declared value of shipment (if insurance opted).
    • If no insurance, liability is limited to courier partner's standard terms.
• Delivery SLA Breach
  • If delivery is delayed beyond SLA without valid reason (force majeure, address issue, customs hold), partial or full refund of charges may be provided.

Exemptions (No Refund)

• Incorrect / incomplete address provided by customer.
• Delay due to customs clearance (for international shipments).
• Natural disasters, strikes, or force majeure events.
• Prohibited items shipped against platform policy.

Refund Process

• Refund requests must be raised within 7 days of the incident.
• Refunds will be processed back to the original payment method within 7–10 business days.