01
Who this policy is for
This policy is between Clickgo and the merchants who ship with us. It covers shipping charges, wallet money and shipment claims.
Refunds for products your customers buy — returns, exchanges or dissatisfaction — are decided by you, the seller. Clickgo handles the delivery, not the product sale.
02
Wrong or duplicate charges
Spotted a double debit, a wrong charge, or a failed payment that still took money? Send us the transaction reference and shipment details. Once checked, we correct it against the original transaction.
03
Cancelled shipments
If a shipment is cancelled before pickup, shipping charges that were not used are reversed to your wallet. After pickup, any refund depends on the courier’s cancellation rules and what was already charged. Asking to cancel does not by itself guarantee a refund.
04
Lost parcels · 40% of order total
If a parcel is confirmed lost, Clickgo pays 40% of the verified order total — the full order amount on record, including charges in that total, not just the product price or the shipping fee.
Example: an order total of ₹1,000 gets ₹400 once the claim is approved. A late parcel is not automatically a lost parcel.
To claim, share the AWB, order details, invoice, pickup or handover proof and any other shipment evidence within 15 days of the last courier scan. We investigate with the courier and tell you the decision and payment details.
One loss is paid once. Tell us about any earlier refund, courier payment or recovered parcel so it can be adjusted. Damaged parcels are reviewed separately under the courier’s rules; the 40% rule is only for confirmed loss.
05
Damage, returns and weight
For damaged parcels, share photos of the packaging and damage, the invoice and handover proof. These are reviewed under the courier’s rules; there is no automatic payout for damage, delay or a parcel returned to origin (RTO).
If a weight dispute is decided in your favour, the extra charge goes back to your wallet. Forward and return freight already used stays payable unless it was a billing mistake.
06
Wallet recharges
The Clickgo Wallet is prepaid. Recharges are not refundable unless the law requires it. When you close your account, the remaining balance is paid out after any dues are settled, as set out in the Terms & Conditions.
07
How to request a refund
- Email info@clickgo.in with the order number, AWB and payment reference.
- Attach any proof — screenshots, invoices, photos.
- We review it, check with the courier or payment provider if needed, and tell you the decision and amount.
Timing depends on courier investigation and payment reconciliation, so we don’t promise a fixed date. Your legal rights are not affected.
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