01. How to make a request
Contact info@safemaxexpress.com or +91 63750 43378 as soon as your plans change. Provide your name, registered contact details, pickup reference or LR number, scheduled service date, payment reference and the change requested. Keep the acknowledgement and any revised arrangement in writing. A change submitted through an enquiry form is not confirmed until reviewed by our team.
02. Before a booking is confirmed
A website estimate, quotation enquiry or unconfirmed pickup request does not itself create a cancellation fee. If you have already paid an amount, we will identify the service it relates to and review the amount refundable under the agreed terms and applicable law. A fee must not be introduced retrospectively merely because you asked for a quotation or pickup.
03. After confirmation but before service starts
If you cancel a confirmed booking, the refund assessment will consider work actually performed and any reasonable, documented costs or commitments that were disclosed, validly agreed and legally recoverable. There is no blanket automatic forfeiture of every advance under this policy. We will explain any proposed deduction and the refundable balance. Cancellation charges, where applicable, must comply with consumer law and any requirement for reciprocal treatment when a service provider cancels.
04. After packing, collection or dispatch
If packing, labour, vehicle deployment, collection, transport or other agreed work has begun, charges for services actually supplied and other validly agreed, lawful costs may be payable. A shipment already dispatched cannot necessarily be stopped immediately. Return, redirection, storage or re-delivery requires operational confirmation and agreement on applicable charges. Ask for written instructions before arranging a change independently.
05. Rescheduling your move or pickup
Tell us your preferred revised date as early as possible. Availability, route arrangements and any price difference will be reviewed. A reschedule is confirmed only when accepted by our team. Any additional charge should be explained and agreed; requesting a different date does not by itself authorise an undisclosed fee.
06. If Safemax cannot provide the agreed service
If we cancel or cannot provide an agreed service, we will explain the position and discuss an appropriate alternative or refund for the unprovided service, subject to applicable law. You are not required to accept a replacement service in place of a refund where the law entitles you to a refund. Deficient or materially different services, and missed commitments where legally relevant, are assessed on their facts; statutory rights are not excluded by this policy.
07. Duplicate, excess or unsuccessful payments
If you believe you paid twice or paid more than the agreed amount, share the payment references and supporting record. We will reconcile the amount before processing any adjustment. For a failed transaction or a payment that has not reached us, your bank or payment provider may need to trace or reverse it. Do not share card PINs, OTPs or banking passwords when requesting help.
08. Refund review and payment
We will communicate the refund decision, any lawful deduction, the approved amount and the expected processing timeline after checking the booking and payment records. Accepted refunds will be processed within the period required by applicable law or, where no period is prescribed, within a reasonable time. Bank or payment-provider settlement may add processing time. Refunds should normally return through the original payment route; any necessary alternative will be verified and agreed securely. Contact us if the communicated timeline has passed.
09. Damage, shortage and escalation
A loss or damage claim is different from cancelling a booking. Report it promptly with your shipment reference, photographs, delivery records and value documents. See our Terms & Conditions for the claims process. If you disagree with a refund assessment, email the booking reference and reason for review to info@safemaxexpress.com. This policy does not limit access to consumer commissions or other lawful remedies.
Need help with this policy?
Contact Safemax Express with your booking reference or question.
info@safemaxexpress.com · +91 63750 43378