Refund & cancellation policy

Last updated: 18 September 2026

This policy explains how cancellations, failed deliveries, wallet recharges and refunds work on Bizobook, operated by VISTAARSETU TECHNOLOGIES PRIVATE LIMITED. It forms part of our Terms of service.

1. How your wallet is charged

When you book a delivery, the quoted amount is held in your wallet — it is not yet spent. The hold becomes a charge once the Carrier picks up the parcel (or delivers it). If the booking ends before pickup, the hold is released back to your available balance automatically. Every hold, charge and release is listed under Wallet in the app.

2. Cancelling a booking

• Before pickup: you can cancel from the booking page (or the API). The full held amount is released to your wallet immediately.
• After pickup: the parcel is already with the Carrier, so the booking can no longer be cancelled and the delivery charge applies. Contact support if you need the parcel returned.
• Cancelled by the Carrier or the Platform before pickup (for example no rider available): the full held amount is released to your wallet.
• Where a Carrier levies a cancellation charge — for example after its rider has already reached the pickup point — that charge may be deducted; it will be shown against the booking.

3. Failed deliveries and returns

• If a delivery fails before pickup, the held amount is released in full.
• If a delivery fails after pickup (for example the recipient is unavailable or refuses the parcel), the Carrier has already performed the trip, so the delivery charge stands. Any return-to-origin charge levied by the Carrier is shown on the booking.
• The returned parcel is tracked under Returns in the app until you confirm you have received it.

4. Lost or damaged parcels

Raise a claim from the booking within 7 days of the scheduled delivery with photos and proof of value. We take it up with the Carrier. Approved compensation — limited to what the Carrier accepts under its liability terms — is credited to your wallet, normally within 7 working days of approval.

5. Wallet recharges

• Online recharge: the full amount you pay is added to your wallet — we do not deduct a gateway fee.
• Money debited but not added to your wallet: we confirm every payment with our payment partner automatically. If it succeeded, your wallet is credited within minutes. If the payment ultimately fails, the amount is reversed to your bank, card or UPI account by the payment partner, usually within 5–7 working days. If you don't see either, write to us with the payment reference.
• Bank-transfer top-ups are credited after our team verifies the transfer, normally within 1 working day.
• Wallet balance is an advance for deliveries and services on the Platform. It cannot be transferred to another account and does not earn interest.

6. Refund of unused wallet balance

If you close your account, any unused (available) wallet balance is refunded to your business bank account — or to the original payment method where possible — after deducting amounts you owe (charges for completed deliveries, pending holds that later settle, and unpaid invoices). Refunds are processed within 7–10 working days of receiving your written request and completing verification. Refunds are made only to an account in the name of the registered business.

7. Platform fees and invoices

Subscription and platform fees for a billing period that has already been used are not refundable. If an invoice is wrong, tell us within 30 days of its date and we will correct it with a revised invoice or credit note.

8. How to request a refund or raise an issue

For a delivery issue, raise a ticket from the booking in the app. For wallet, payment or invoice questions, email admin@bizobook.com with your registered business name, the booking or payment reference, and the amount. We acknowledge requests within 2 working days.