Refund & Cancellation Policy

Last updated: 4 October 2026

Brige Ship runs on a prepaid wallet. This policy says plainly what comes back, what does not, and when — so that there are no surprises in either direction.

01Your wallet

Money you add is a prepaid balance for our services. It is not a deposit and it earns no interest. Top-ups are not refunded on request while the account is open — the balance stays yours to spend on shipping. On closure, see section 10.

02Cancelling a shipment

You can cancel a parcel from your account until the courier has collected it. The freight is returned to your wallet, but not instantly, and the reason matters: a cancelled label can still be used. A box already on a van goes out on it, and the courier then bills us for a parcel you have been refunded.

So the amount is held, and released to your wallet once two things are true: three days have passed, and the courier confirms the parcel never moved. If the courier says it did move, the freight stands and the reason is recorded on your account. If the courier cannot be reached, the money stays held and we ask again the next day — we never release it on silence.

03Bookings that fail

If a courier refuses a booking, or we cannot reach them, nothing is charged. Where the money was already held it is released immediately and the order stays as it was, ready to try again.

04Weight revisions

Couriers charge on the greater of actual and volumetric weight and may re-weigh a parcel after collection. A difference is passed on at cost. You have 7 days to dispute it from the Weight disputes page with the photographs the courier requires; silence past that deadline counts as acceptance, because the courier’s own window closes. We put your evidence to them and tell you what they say. The decision is theirs.

05Lost and damaged parcels

A claim is made against the courier that was carrying the parcel, under that courier’s policy and subject to that courier’s limit of liability — typically a few thousand rupees, which may be less than the goods are worth. We file it, submit your evidence and chase it. We cannot promise an outcome and we do not pay claims the courier refuses. If a parcel’s value matters more than that limit, insure it separately.

06Returns and RTO

A reverse pickup you create, and a parcel the courier returns to you undelivered, are each charged as a shipment at the rate shown. Those charges are not refundable once the parcel has moved.

07Cash on delivery

We remit cash-on-delivery money to you once the courier remits it to us, into the bank account on your profile after we have verified it. We pass on what the courier actually pays; we do not fund a shortfall the courier has not paid. A remittance may be held while your balance is negative, while KYC is unverified, or where we reasonably suspect fraud — and we will tell you why.

08Add-ons

Paid add-ons are billed monthly in advance from your wallet. You can cancel any add-on at any time: it keeps working to the end of the month you have already paid for, and is not billed again. We do not refund part of a month. If a renewal cannot be taken because your balance is short, we try again daily for five days before switching the add-on off — your saved settings are kept either way.

09Your own courier accounts

Where you ship on a courier or aggregator account of your own, that provider bills you directly and no money for that freight passes through us. Refunds, claims, weight disputes and cash-on-delivery remittances on those parcels are between you and that provider, under their policy. The add-on fee for connecting them is covered by section 8.

10Closing your account

Ask us and we will close it. We return the unused wallet balance to the bank account on your profile, less anything you owe, and less an amount we reasonably expect a courier still to bill against parcels already shipped. Anything held back that is not needed follows once those bills land, and we will show you the figures.

11How to raise something

Weight revisions and claims are raised from inside your account, where the evidence can be attached. Anything else — a wallet entry you think is wrong, a remittance that has not arrived, a closure — write to us. Tell us within 30 days of an entry you dispute, and we will investigate and answer.