Refund & Cancellation Policy
At PackZen, we understand that plans change. This policy explains your rights when you cancel a booking and how refunds are processed.
Cancellation Timeline & Refund Amounts
| When you cancel | Refund of what you paid online | Processing time |
|---|---|---|
| Any time before the day of your move | 100% Full Refund | Refund started within 2 business days; the bank usually credits it in 5–7 business days |
| On the day of your move, before packing starts | Please call us on 9945095453 — we'll review it with you | — |
| After packing has started | No Refund | — |
How to Cancel
You can cancel your booking in two ways:
- Via your dashboard: Login → My Bookings → select your booking → tap "✕ Cancel". This is the fastest method.
- Via WhatsApp or call: Contact us at 9945095453 or WhatsApp with your booking reference number.
Refund Method
Refunds are always processed to the original payment method used during booking:
- Razorpay payments (UPI, credit/debit card, net banking) — refunded to the same account/card
- "Pay at Drop" bookings — no advance was collected, so no refund is applicable
- Advance payments — the advance you paid is refunded; any balance that was due at delivery is simply cancelled
Rescheduling (Free)
You can reschedule your move for free up to 12 hours before the scheduled time, subject to driver availability. Rescheduling is not considered a cancellation and no fees apply. Use the " Reschedule" button in your dashboard or contact us.
PackZen-Initiated Cancellations
In rare cases, PackZen may need to cancel your booking due to driver unavailability, severe weather, or other operational issues. In such cases:
- You will be notified at least 4 hours in advance (where possible)
- A 100% refund will be processed within 3–5 business days
- We will prioritize rescheduling you at no extra cost
Damage & Goods Claims
If any of your goods are damaged during the move, you must:
- Report the damage within 24 hours of delivery by contacting us on WhatsApp or calling us
- Provide photos of the damaged item(s) and the original booking reference
- Our team will assess the claim within 3 business days and respond with a resolution
PackZen's liability for damaged goods is limited to the market replacement value of the item, up to a maximum of ₹10,000 per booking, unless additional insurance was purchased. We recommend high-value items (antiques, artwork, electronics above ₹50,000) be transported in your personal vehicle.