Payment & Refund Policy

Effective Date: June 09, 2025

Fastrack Courier & Cargo, operating under the brand name Fastrack Prime and accessible from https://fastrackprime.com, is committed to maintaining transparent and convenient payment and refund practices for all our logistics and cargo services. This Payment & Refund Policy outlines the terms under which payments are to be made, the conditions for refunds, and the process for resolving disputes.

By engaging the logistics and cargo services of Fastrack Prime, you agree to be bound by this policy. Fastrack Courier & Cargo ensures that all payment and refund processes are conducted fairly, in compliance with applicable laws, including but not limited to the Indian Contract Act, 1872, and the Goods and Services Tax (GST) regulations in India. If you have any questions about this policy, we encourage you to contact us before proceeding with our services.

1. Payment Terms

At Fastrack Prime, we strive to provide flexible and secure payment options to ensure a seamless experience for our clients. This section details the payment methods we accept, our invoicing terms, and the consequences of late payments.

a. Accepted Payment Methods

We accept payments through the following methods to accommodate various client preferences:

• Bank Transfer (NEFT/RTGS/IMPS) to our designated bank account
• Unified Payments Interface (UPI) for quick and secure digital payments
• Cheque (subject to clearance, with a maximum clearance period of 7 days)
• Other authorized digital payment modes, such as debit/credit cards (via secure payment gateways)

We do not accept cash payments for invoices exceeding INR 50,000, in compliance with regulatory guidelines under the Income Tax Act, 1961. For example, if your invoice totals INR 75,000, you must use a digital payment method or cheque to settle the amount.

b. Advance Payments

For certain services, Fastrack Prime may require partial or full advance payment before dispatch or consignment pickup. This applies to:

• High-value shipments (e.g., goods valued above INR 5,00,000)
• Specialized services, such as refrigerated transport or oversized cargo
• First-time customers or those with a limited credit history with us

The advance payment requirement will be clearly communicated at the time of booking. For instance, if you book a refrigerated transport service for perishable goods, we may require a 50% advance payment to cover operational costs.

c. Invoice Terms

All invoices issued by Fastrack Prime are payable within the due period specified on the invoice. Our standard credit terms are:

• 7 days for small shipments or one-time services
• 15-30 days for regular clients or bulk shipments, as agreed in writing

Invoices will be sent to the email address provided during booking or as per the service agreement. For example, if your invoice specifies a 15-day payment term, payment must be made within 15 days from the invoice date to avoid late charges.

We reserve the right to withhold future services if invoices remain unpaid beyond the due date. Customers are advised to review invoices promptly and report any discrepancies within 3 days of receipt.

d. Late Payments

Delayed payments beyond the credit period will attract interest charges to compensate for the financial impact on our operations. The terms for late payments are as follows:

• Interest will be charged at a rate of 1.5% per month on the outstanding amount
• The interest rate may be adjusted as per the terms of the service agreement or applicable laws
• Additional collection fees may apply if third-party agencies are engaged to recover the amount

For example, if an invoice of INR 1,00,000 remains unpaid for 2 months beyond the due date, an interest charge of INR 3,000 (1.5% per month for 2 months) will be added to the outstanding amount. We will notify you of any late payment charges via email before adding them to your account.

2. Refund Policy

Fastrack Prime follows a fair and ethical refund policy to ensure client satisfaction while balancing operational commitments. This section outlines the conditions under which refunds may be requested, non-refundable charges, and the refund process.

a. Service Cancellations

We understand that cancellations may be necessary under certain circumstances. However, to manage operational costs, we have specific cancellation policies:

• Cancellations must be made in writing (via email or letter) at least 24 hours before the scheduled dispatch or pickup
• Cancellations after this period may not be eligible for a refund due to operational costs, such as vehicle allocation or manpower scheduling
• Cancellations for time-sensitive services (e.g., same-day delivery) must be made at least 4 hours before the scheduled pickup

For example, if you book a shipment scheduled for 10 AM on June 10, 2025, you must notify us of the cancellation by 10 AM on June 9, 2025, to be eligible for a refund. Cancellations can be sent to our customer service team via email or through the contact form on our website.

b. Eligible Refunds

Refunds may be considered under the following conditions, provided they meet our criteria:

• Double payment or excess payment: If you accidentally pay twice for the same invoice (e.g., INR 50,000 paid twice for a single shipment)
• Cancellations within the permissible time frame: If you cancel within the 24-hour window and no operational costs have been incurred
• Services not rendered due to confirmed technical or operational failure on our part: If we fail to pick up your shipment due to our error (e.g., vehicle breakdown with no backup provided)

Refunds will not be issued for reasons beyond our control, such as customer delays, incomplete documentation, or force majeure events (e.g., natural disasters, government restrictions). For instance, if a shipment is delayed due to a government-imposed lockdown, a refund will not be applicable unless the service was entirely unfulfilled due to our fault.

c. Non-Refundable Charges

Certain charges are non-refundable, as they cover costs already incurred by Fastrack Prime. These include:

• Administrative fees: Charges for processing bookings, generating invoices, or handling cancellations (e.g., INR 500 per booking)
• Taxes: GST and other statutory levies paid to the government
• Charges for services already rendered: Costs for partial services, such as pickup attempts or storage fees

For example, if you cancel a shipment after we’ve attempted pickup but failed due to your unavailability, the administrative fee and any pickup attempt charges will not be refunded.

d. Refund Process

We aim to process refunds efficiently to maintain trust with our clients. The refund process is as follows:

• Approved refunds will be processed within 7-10 working days from the date of approval
• Refunds will be credited to the original mode of payment (e.g., bank transfer, UPI) unless mutually agreed otherwise
• Customers will be notified via email once the refund is processed, along with a transaction reference number

For instance, if you paid INR 20,000 for a shipment and are eligible for a refund of INR 15,000 after deductions, the amount will be credited to your bank account within 7-10 working days. If there are delays in the refund process due to banking issues, we will keep you informed and resolve the matter promptly.

3. Dispute Resolution

Fastrack Courier & Cargo is committed to resolving payment-related disputes in a fair and timely manner. This section outlines the process for addressing billing or payment concerns.

a. Filing a Dispute

In case of any billing disputes or payment-related concerns, clients are encouraged to contact our accounts team within 7 days of the transaction or invoice date. Disputes can be raised by:

• Emailing our accounts team at info@fastrackprime.com
• Calling our customer service number and requesting to speak with the accounts team
• Submitting a written complaint at our registered office in Ankleshwar, Gujarat

For example, if you notice a discrepancy in an invoice dated June 10, 2025 (e.g., an incorrect charge of INR 5,000), you must notify us by June 17, 2025, to initiate the dispute resolution process.

b. Resolution Process

Once a dispute is received, Fastrack Prime will follow these steps to resolve it:

• Acknowledge receipt of the dispute within 2 working days via email or phone
• Investigate the issue by reviewing invoices, payment records, and service details
• Provide a resolution or explanation within 7 working days of receiving the dispute

If the dispute cannot be resolved amicably, either party may escalate the matter to mediation or approach the courts in Ankleshwar, Gujarat, as per the "Governing Law & Jurisdiction" section of our Logistics Terms & Conditions. We aim to resolve most disputes without escalation, ensuring minimal inconvenience to our clients.

c. Supporting Documentation

To facilitate a smooth resolution, clients are requested to provide the following documentation when raising a dispute:

• A copy of the invoice or transaction receipt in question
• Details of the disputed amount or issue (e.g., incorrect charges, double payment)
• Any relevant communication records, such as emails or booking confirmations

Providing complete documentation will help us resolve the dispute faster. For instance, if you were charged twice for a shipment, including the transaction IDs in your dispute email will expedite the verification process.

4. Amendments

Fastrack Courier & Cargo reserves the right to amend this Payment & Refund Policy at any time to reflect changes in our business practices, legal requirements, or industry standards. Updated policies will be posted on our website and communicated to customers via email where applicable.

Customers are encouraged to review this policy periodically to stay informed of any changes. Continued use of our services after the posting of an updated policy constitutes acceptance of the revised terms.

For example, if a new regulation requires us to change our refund processing timeline, we will update this policy and notify customers accordingly to ensure compliance.

5. Contact Us

If you have any questions, concerns, or feedback about this Payment & Refund Policy, please contact us:

Fastrack Courier & Cargo
Plot No. 149/29, GIDC Estate, Near Notified Area Office, G.I.D.C., Ankleshwar-393 002, Dist. Bharuch, Gujarat, India

We are committed to addressing your concerns promptly and will respond to your inquiries within 2 working days.