Refund and Dispute Policy

How money moves

The sender pays when a traveller accepts. CarriBag holds the amount until the delivery code is entered. Nothing is released to the traveller before that, and nothing moves on its own while a problem is open.

Cancelling

• Before a traveller accepts: cancel freely, nothing has been charged.
• After acceptance and before pickup: the refund depends on how close to the handover it is. The exact figure is shown before you confirm the cancellation.
• After pickup: cancelling becomes a support case, because someone is already carrying something.

If a delivery does not arrive

Report it from the trip screen. Support reviews the record — photos, codes, times, messages — and decides. Where the item did not reach the receiver, the sender is refunded.

Disputes

• Either person can open a dispute.
• Both sides are asked for their account and any evidence.
• Payment stays held while a dispute is open.
• Support gives a decision and the reason for it.

Escalating

If you disagree with the outcome you can escalate. The grievance-officer route required by Indian consumer and intermediary rules will be published here before launch.