Refund & Cancellation Policy

1. Introduction & Policy Scope

At Vediway (owned and operated by VIGNESH R), we prioritize fair, transparent, and prompt commercial freight operations. Because Vediway is an on-demand logistics matchmaking platform rather than a subscription service, cancellations and refunds are calculated per individual booking.

All digital payments are processed through our authorized payment aggregator partner, PhonePe Payment Gateway. This policy applies to all merchants, godown managers, retailers, and individual senders booking commercial cargo vehicles on https://vediway.in.

2. Sender-Initiated Trip Cancellations

Senders can cancel an active shipment through the Vediway dashboard under the following conditions:

• Cancellation Prior to Driver Assignment: If a load is cancelled while in the bidding/pending stage before a driver's bid is accepted, 100% of any pre-authorized fee is immediately released.
• Cancellation Before Driver Dispatch: If you cancel a confirmed booking before the assigned driver starts moving towards your pickup godown, you are eligible for a 100% full refund.
• Cancellation After Driver En Route: If cancellation occurs after the driver has dispatched and travelled towards your location, a nominal driver compensation fee (up to ₹50 or actual dead-mileage) may be deducted from the total refund to compensate the driver partner for fuel and time.

3. Driver Cancellation or Service Failure

If an accepted booking cannot be fulfilled due to driver-side issues:

• Driver Cancellation / No-Show: If an assigned driver cancels the trip or fails to arrive at the pickup location within the agreed time window, the shipment is immediately released back to the live bidding pool at no extra cost, or you may choose an instant 100% full refund.
• Vehicle Breakdown En Route: If a vehicle experiences a mechanical failure before the Pickup OTP handshake is verified, a full 100% refund is initiated immediately.

4. Refund Processing & PhonePe Gateway Timelines

All eligible refunds are automatically credited back to the original source account used during checkout via our authorized payment partner, PhonePe:

• PhonePe Processing Window: Once initiated on our backend, refunds typically reflect in your account within 5 to 7 business days.
• UPI & Wallet Payments: Refunds processed to PhonePe UPI IDs or linked VPA addresses typically reflect within 24 to 48 hours.
• Credit / Debit Cards & NetBanking: Processing times depend on your card issuing bank's clearing cycle (usually 5 to 7 working days).
• Tracking Refunds: You will receive a unique PhonePe Transaction Reference / ARN ID via SMS/Email to track your refund status directly with your bank.

5. Non-Refundable Scenarios

Refunds cannot be issued under the following circumstances:

• Post-Pickup OTP Verification: Once the 4-digit Pickup OTP is shared with the driver and verified, the trip is officially in transit and the booking cannot be cancelled or refunded.
• Successful Delivery: Once the cargo is delivered to the destination and the 4-digit Drop OTP is verified, the 90% payout is disbursed to the driver and the transaction is finalized.
• Prohibited / Misdeclared Cargo: If a shipment is rejected due to contraband, hazardous chemicals, unlicensed explosives, or illegal materials, no refund will be provided and legal authorities will be notified.
• Receiver Unavailability / Refusal: If the designated receiver refuses to accept the goods or is unreachable at the destination, return haul charges will apply to the sender.

6. Damaged or Disputed Deliveries

Because Vediway operates as a technology intermediary between independent commercial drivers and senders:

• Senders are strictly responsible for secure industrial packaging suitable for road freight carriage.
• In the event of documented transit negligence or driver misconduct, our dispute management team will investigate the GPS route logs and PhonePe transaction records to determine fair mediation or fee waivers within 48 hours.

7. How to Request a Refund or Dispute a Charge

To formally escalate a refund or inquire about a delayed transaction, contact our billing desk with your booking details:

8. Nodal Grievance & Contact Information

For any unresolved billing disputes, payment escalations, or policy inquiries, please contact our operating head: