Refund Policy

1. Overview

Incorva Corporate Ventures LLP is committed to providing high-quality last-mile delivery services. This Refund Policy outlines the conditions under which refunds and compensations may be offered to our business partners and clients.

2. Refund Eligibility

Refunds or service credits may be applicable in the following scenarios:

• Parcels lost in transit due to Incorva's negligence
• Confirmed non-delivery despite successful delivery reported (with investigation)
• Significant SLA breach (exceeding agreed delivery window by 48+ hours) without valid reason
• Duplicate charges or billing errors on partner invoices
• Service cancellation before order pickup is initiated

3. Refund Schedule

Scenario	Refund/Credit Amount	Processing Time
Lost parcel (Incorva fault)	Up to declared value per agreement	7-10 business days
Billing duplicate/error	100% of overcharged amount	3-5 business days
Pre-pickup cancellation	Full service fee refund	5-7 business days
Major SLA breach (48+ hrs)	Service credit per SLA agreement	5-7 business days

4. Non-Refundable Scenarios

The following situations are NOT eligible for refunds:

• Delivery failures due to incorrect or incomplete address provided by the sender
• Recipient not available after 3 delivery attempts
• Parcel refused by recipient at the time of delivery
• Delays caused by natural disasters, public disturbances, or government restrictions
• Items damaged due to poor packaging by the sender
• Post-delivery claims raised after 7 days of delivery confirmation

5. How to Request a Refund

To request a refund or service credit, please follow these steps:

• Email us at info@incorv.com with subject: "Refund Request – [Order/AWB Number]"
• Include your partner ID, order details, issue description, and any supporting evidence
• Our team will acknowledge your request within 24 business hours
• Investigation will be completed within 3-5 business days
• Approved refunds will be processed within the timelines specified above

6. Dispute Resolution

If you are dissatisfied with the refund decision, you may escalate the matter by emailing info@incorv.com with "Escalation" in the subject line. Escalated cases are reviewed by senior management within 7 business days.

7. Service Credits

In some cases, refunds may be offered as service credits applicable to future deliveries, rather than cash refunds. The mode of compensation will be agreed upon between Incorva and the partner based on the nature of the claim.

8. Contact for Refund Queries

For all refund-related queries, please contact: info@incorv.com