Refund & Cancellation

This policy applies to all shipment bookings made through the RabbitShip platform at rabbitship.in, operated by INNOVER LABS. Please read it carefully before placing an order.

By placing an order on RabbitShip, you acknowledge and agree to the terms outlined in this policy. This policy is to be read alongside our Terms & Conditions and Privacy Policy.

When Can You Cancel?

Your ability to cancel depends on the current status of your shipment:

• Order Placed — Not Yet Picked Up

  You can cancel freely from your RabbitShip dashboard. A small cancellation processing fee may apply depending on the courier partner selected. Eligible refunds are processed within 7–10 business days.

• Pickup Scheduled / Pickup Agent Assigned

  Cancellation may still be possible but a higher cancellation fee may be applicable. Please contact support@rabbitship.in immediately. We cannot guarantee cancellation at this stage.

• Parcel Picked Up / In Transit

  Cancellation is not possible once the parcel is in the courier's custody. You will need to contact the courier partner directly using your AWB number for any mid-transit issues.

• Delivered

  Cancellation is not applicable. For issues post-delivery, please refer to the Loss & Damage Claims section.

How to Cancel

1. 1

   Log in to your RabbitShip account

   Go to rabbitship.in and sign in with your registered email or mobile number.
2. 2

   Navigate to "My Orders"

   Find the order you wish to cancel from your order history dashboard.
3. 3

   Click "Cancel Order"

   If the order is still eligible for cancellation, a cancel button will be visible. Click it and confirm.
4. 4

   Refund credited to your RabbitShip Wallet

   You will receive a cancellation confirmation via email/SMS. The eligible refund amount (minus any applicable fees) will be automatically credited to your RabbitShip Wallet immediately. You can use this balance immediately for future bookings.

Not all situations qualify for a refund. Please review the eligibility criteria below before raising a refund request.

All eligible refunds from order cancellations are automatically credited to your RabbitShip Wallet. If you prefer a refund to your original payment method, you must raise a request with our support team (see Step 4 below).

1. 1

   Cancel your order or raise a refund request

   For cancellations, use the dashboard (see Cancellation Policy above). For other cases (duplicate payment, failed booking, etc.), email support@rabbitship.in with your Order ID and reason.
2. 2

   Provide supporting details

   Include your Order ID, registered email/mobile, and payment transaction reference. For loss/damage claims, attach photos or courier partner correspondence.
3. 3

   Review & verification (2–3 business days)

   Our team verifies eligibility and confirms the approved refund amount. We may contact you for additional information if needed.
4. 4

   Refund credited — Wallet (default) or original payment method

   Once approved, your refund is credited to your RabbitShip Wallet immediately by default. If you paid via UPI, card, net banking, or prepaid wallet and wish the refund returned to that source, email support@rabbitship.in with subject "Refund to original payment method" — the full amount paid will be refunded, minus any applicable payment gateway charges.
5. 5

   Refund received

   Wallet refunds are available instantly. For original payment method refunds, timelines depend on your bank or payment provider — see the table below.

Refund to Original Payment Method (Non-Wallet)

If your order was paid via a non-wallet method — UPI, debit card, credit card, net banking, or a third-party prepaid wallet — you are entitled to a full refund back to your original payment source. This must be requested via our customer support team and cannot be self-initiated from the dashboard.

As RabbitShip is a shipping aggregator and broker, all physical claims — including loss, damage, and theft during transit — must be raised directly with the courier partner. RabbitShip will assist by providing booking records and supporting documentation, but is not the financially liable party.

Claim Windows (Critical)

Most courier partners have strict claim windows. Missing these deadlines may result in claim rejection:

How to File a Damage / Loss Claim

1. 1

   Document the damage immediately

   Take clear photographs of the outer packaging, inner packaging, and the damaged item before discarding any packing material.
2. 2

   Contact the courier partner directly

   Use your AWB number to raise a formal complaint on the courier partner's website or customer care. Retain your complaint/ticket number.
3. 3

   Notify RabbitShip Support

   Email support@rabbitship.in with your Order ID, AWB number, photographs, and courier complaint ticket number. We will follow up with the courier on your behalf.
4. 4

   Investigation Period

   Courier investigations typically take 7–21 business days. The outcome (compensation, replacement, or rejection) is determined by the courier partner's policy.

An RTO occurs when the courier partner is unable to deliver a parcel after multiple attempts and returns it to the sender's (pickup) address.

Common Reasons for RTO

• Recipient not available after 2–3 delivery attempts.
• Recipient refused to accept the delivery.
• Incorrect or incomplete delivery address.
• Delivery address is in an unserviceable area.
• Recipient not reachable on the provided mobile number.

RTO Charges

RTO (return transit) charges are levied by the courier partner and are borne by the sender (you). These charges are separate from the original shipping fee and will be billed to your RabbitShip account or deducted from your wallet.

Refund for RTO Orders

The original shipping charge is non-refundable for RTO orders, as the courier partner has already performed a service (attempted delivery). RTO transit charges will also apply. No refund is issued for RTO caused by the recipient's unavailability, refusal, or incorrect address provided by you.

Wallet Refunds

Eligible refunds can be credited to your RabbitShip wallet instead of the original payment method. Wallet refunds are processed immediately and can be used immediately for future bookings.

Wallet Balance — Terms

• Wallet balances are non-transferable between accounts.
• Wallet balances have no cash value and cannot be withdrawn to a bank account.
• On account closure, remaining wallet balance may be refunded to the original payment source, minus any processing fees, at RabbitShip's discretion.
• Wallet balances do not expire unless associated with a promotional campaign (in which case, the expiry date will be communicated).

Promotional Credits

• Promotional credits (referral bonuses, coupon cashbacks, etc.) are non-refundable in cash.
• If an order paid partially with promotional credits is cancelled, only the cash portion is refundable. Promotional credits are forfeited.
• Promotional credits may have usage restrictions (minimum order value, specific courier, etc.).

If you believe a refund has been incorrectly denied or you are unsatisfied with the resolution, you may escalate through the following process:

• Step 1 — Contact Support

  Email support@rabbitship.in with your Order ID, refund request reference, and a clear description of your grievance. Our team will respond within 2 business days.

• Step 2 — Escalate to Grievance Officer

  If unresolved within 7 days, escalate to our Grievance Officer at grievance@rabbitship.in. As required under the IT Act, 2000, we will respond within 30 days.

• Step 3 — Legal / Consumer Forum

  If still unresolved, you may approach the appropriate consumer forum under the Consumer Protection Act, 2019, or seek legal remedy under Indian law.

For any refund or cancellation related queries, reach out through the channels below:

This policy is governed by the laws of India. RabbitShip reserves the right to update this policy at any time. The latest version will always be available at rabbitship.in/refund-policy. Continued use of the platform after updates constitutes acceptance of the revised policy.