Effective Date: 12/07/2025
Welcome to sendXtrue! This Refund and Cancellation Policy outlines the rules and process for cancellations, refunds, and compensation requests across all our services. Please read this policy carefully before making any orders or bookings on our platform.
At sendXtrue, we aim to deliver quality service with trust, speed, and care. However, in cases where things don’t go as planned, we have fair policies to ensure your concerns are resolved transparently and promptly.
Refunds are only issued in genuine cases of failed service, order cancellation by vendor or delivery agent, or product unavailability.
Refund mode will be the original method of payment or wallet credit (as applicable).
Refunds are not applicable once the order has been fulfilled successfully.
Cancellation Timeframe: Orders can be cancelled within 5 minutes of placing the order or before vendor confirmation, whichever is earlier.
No Refund for cancellations made after the food is prepared, dispatched, or delivered.
Quality Disputes: If food is found to be spoiled or incorrect, we request you to:
Raise a complaint within 1 hour of delivery.
Attach photo/video proof via support@sendxpro.com or chat support.
Refund will be issued after internal verification, if applicable.
Cancellations are allowed before dispatch.
For delivered items, refund is not applicable unless:
Wrong or damaged items are delivered.
Items are missing (refund for missing item only).
Complaints must be raised within 12 hours of delivery with valid proof.
Perishable items (like vegetables, dairy, meat) are non-returnable unless damaged or incorrect.
No cancellation allowed once the rider is assigned and pickup is in progress.
If the user cancels before rider assignment, a full refund will be processed.
Failed delivery due to recipient not available, wrong address, or unreachable contact will not be refunded. The parcel may be returned at additional cost.
In case of lost/damaged items (proof required), refund eligibility will be determined based on packaging condition and our terms.
All print orders are non-refundable once processed.
You can cancel before the print process starts (status: "Processing").
Quality issues must be reported within 24 hours with visual proof. Refund/reprint may be approved after verification.
Booking cancellation is allowed before vehicle assignment.
No refund is provided once the pickup is completed.
If there is any dispute about delivery timing, product damage, or non-delivery, it must be reported within 6 hours of the scheduled delivery time.
Refunds (if approved) will be processed within 5–7 working days.
Wallet refunds are usually processed within 24 hours.
For payment gateway delays, we may assist with tracking the transaction.
Delays caused by natural calamities, traffic, or uncontrollable external factors.
Personal preferences or change of mind after dispatch.
Orders placed with incorrect address or contact info.
Multiple complaints without valid proof.
To request a refund, please email support@sendXtrue.com or use the in-app Help & Support section with the following details:
Order ID
Date of Order
Reason for Refund
Relevant Evidence (photos, video, receipts)
We aim to resolve every concern fairly. For escalations, please write to:
SendXpro Support Team
📧 Email: support@sendXtrue.com
