Refund and Cancellation Policy

• A booking may be cancelled by the Consignor at the originating branch before the consignment has been loaded onto the vehicle / dispatched from the branch.
• Once a consignment has been loaded and dispatched from the originating branch, cancellation of the booking is not permitted. In such cases, the Consignor or Consignee may opt to not take delivery at the destination, and the unclaimed goods policy under our Terms and Conditions shall apply.
• To cancel a booking, the Consignor must present the original Bill (Lorry Receipt) at the originating branch along with valid identification.
• Supreme Roadways reserves the right to refuse cancellation if the goods have already been processed for dispatch.

• If a booking is cancelled before dispatch and freight charges have already been paid ("Paid" bills), a full refund of the freight charges (including GST) will be processed.
• No cancellation charges or processing fees will be deducted for cancellations made before dispatch.
• For online payments: Refunds will be processed back to the original payment method (bank account, card, UPI) used at the time of payment. The refund will be initiated within 2 business days of cancellation approval and will be credited to your account within 5-7 business days, depending on your bank or payment provider.
• For cash payments made at the branch: Refunds will be processed at the originating branch. The Consignor must collect the refund in person with the original Bill and valid identification within 30 days of cancellation.

• If a consignment is confirmed to be lost during transit (as determined by Supreme Roadways after due investigation), the Consignor/Consignee will be entitled to a full refund of the freight charges paid, in addition to compensation as per the liability terms outlined in our Terms and Conditions.
• Refund claims for lost consignments must be submitted in writing with the original Bill, proof of value of goods, and any supporting documentation.
• If a consignment is significantly delayed beyond the estimated delivery timeframe due to reasons attributable to Supreme Roadways (excluding Force Majeure events), the Consignor/Consignee may request a partial refund of freight charges, subject to evaluation on a case-by-case basis.

• If goods are delivered in a damaged condition or with a shortage in quantity, the Consignee must note the damage/shortage on the delivery receipt at the time of taking delivery. Claims reported after the goods have been accepted and removed from the delivery point will not be entertained.
• Damage or shortage claims must be reported to Supreme Roadways in writing within 7 days of delivery, supported by photographs, the Bill copy, and the delivery receipt noting the damage/shortage.
• Upon receiving a valid claim, Supreme Roadways will investigate the matter. If the claim is accepted, compensation will be limited to the freight charges paid for the consignment, unless a higher declared value was provided at the time of booking and supplementary charges were paid.
• Supreme Roadways is not liable for damage caused by: (a) Inherent defect or nature of the goods, (b) Improper or inadequate packing by the Consignor, (c) Normal wear and tear during transit, (d) Force Majeure events as defined in the Terms and Conditions.

Freight charges are non-refundable in the following circumstances:

• The consignment has been successfully delivered to the Consignee or their authorized representative at the destination.
• The service has been completed (goods transported from origin to destination) even if the Consignee refuses to accept delivery without valid reason.
• The delay or non-delivery is caused by Force Majeure events, government actions, road blockades, strikes, or reasons beyond the control of Supreme Roadways.
• The damage or loss is caused by the inherent nature of the goods or improper packing by the Consignor.
• The claim is filed after the applicable claim period (7 days for damage/shortage, 30 days for lost consignment from the expected delivery date).
• The Consignor booked prohibited goods in violation of our Terms and Conditions, and the goods were seized by authorities during transit.

• All refunds for online payments (UPI, Credit Card, Debit Card, Net Banking, QR Code) will be processed back to the original payment method used during the transaction. Refunds will not be issued in cash or to a different payment method.
• Refund initiation: Within 2 business days from the date of approval of the refund request.
• Refund credit to your account: 5-7 business days from initiation, depending on your bank, card issuer, or UPI provider.
• In the event of a payment failure where your account has been debited but the payment was not confirmed on our Platform, the amount will be automatically refunded to your original payment method within 5-7 business days. No separate refund request is required for such cases.
• If a refund is not received within 10 business days of approval, please contact us with your payment reference details for assistance.

Door delivery charges, where separately charged and opted for, are refundable only if door delivery service is not provided due to the fault of Supreme Roadways. If door delivery cannot be completed because the Consignee is unavailable, the address is incorrect, or access is restricted, the door delivery charges are non-refundable and the consignment will be held at the destination branch for collection.

To request a refund, you may use any of the following methods:

• Visit the originating or destination branch with the original Bill (Lorry Receipt) and valid identification.
• Email us at info@supremeroadways.com with the subject line "Refund Request - [Bill Number]" along with the Bill copy, payment receipt, and reason for refund.
• Call us at +91 94480 59982 during business hours (Monday - Saturday, 9:00 AM - 6:00 PM).

We will acknowledge your refund request within 48 hours and process it within 7 business days for valid claims, or communicate the reasons for rejection if the claim is not accepted.