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Politique vie privée

Politique vie privée 1. Data Collection and Privacy2. Refund Policy3. Claim Policy4. Lost Policy5. Shipping Policy6. Prohibited Items7. Data Security Statement

Politique vie privée

At Load Xpress, we value the privacy and trust of our customers. This policy explains how we collect, use, share, and protect your data, as well as our policies related to refunds, claims, lost shipments, and more.

1. Data Collection and Privacy

To provide courier and logistics services, we collect and share the following information with our trusted partners, including courier companies and payment gateways:

  • Pickup and delivery addresses
  • Phone numbers (sender and receiver)
  • Contents of the package
  • Material invoice and E-Way bill (if applicable)
  • Other relevant shipping documentation

This information is used for the generation of AWB (Air Waybill) numbers, shipment tracking, insurance processing, and payment collection.

We take reasonable security measures to protect your data, but no method is 100% secure. We strive to safeguard your information to the best of our abilities.

2. Refund Policy

  • Orders cannot be cancelled after the courier has picked up the shipment.
  • Refunds are only applicable in the case of insured shipments that are officially declared lost after investigation.
  • If a customer cancels an order before pickup, a full refund will be issued.
  • No refunds will be provided for any damage-related claims or un-insured lost shipments.

3. Claim Policy

  • Only lost shipments are covered under insurance.
  • Damage of any kind is not covered under any insurance.
  • If a customer wishes to insure a shipment, they must inform us at the time of booking.
  • Uninsured shipments that are lost will not be eligible for any compensation. In such cases, we can only provide a FIR copy upon request.

4. Lost Policy

  • In the event of a lost shipment, customers must create a ticket on our website or inform us immediately.
  • We will initiate an investigation that can take up to 60 days.
  • If the shipment is found, it will be delivered to the receiver or returned to the sender.
  • If the shipment is not found:
    • Insured shipments: The declared value will be reimbursed.
    • Uninsured shipments: Only an official FIR copy will be provided.
  • If a shipment is marked as “Delivered” on our website or a courier partner’s platform, but the receiver did not actually receive the parcel, the customer must inform us within 24 hours.
  • The same timeline applies for wrong deliveries or Return-to-Origin (RTO) deliveries.

5. Shipping Policy

  • Pickup is arranged once per day.
  • Once a shipment is picked up, the order cannot be cancelled.
  • We are not liable for any loss caused due to delayed or lost shipments.
  • We strive to ensure timely and accurate deliveries, but delays due to operational or third-party issues are beyond our control.

6. Prohibited Items

  • Customers must not send illegal or prohibited materials via our courier services.
  • If any illegal items are discovered, and a fine is levied by courier partners or government authorities, the customer will be fully responsible and liable to pay all penalties.

7. Data Security Statement

While no system is entirely immune to breaches, we take all possible steps to secure customer data using industry-standard practices. Your trust is important to us, and we are committed to maintaining your data privacy.

Frequently asked questions

Here are some common questions about our company.

We collect the pickup and delivery addresses, phone numbers (sender and receiver), content details of the shipment, material invoice, and e-way bill (if applicable). This information is necessary to generate the AWB number, ensure proper shipment, enable insurance, and collect payments.

We only share relevant data with our trusted courier partners and payment gateway providers to facilitate delivery, generate shipping labels, insure packages, and complete transactions. Your data is handled securely and confidentially.

No, shipments are not automatically insured. If you want insurance, you must inform us at the time of booking. Without this, we are not liable for compensation in the event of a lost shipment.

  • If your shipment is insured: We will investigate the issue (which may take up to 60 days). If the shipment is not recovered, we will reimburse you the insured amount.
  • If your shipment is not insured: We can only provide a FIR copy of the lost item for your records.

 

No. Only lost shipments are covered under insurance. Damage of any kind is not covered, regardless of insurance status.

No. Once a courier has picked up the shipment, the order cannot be cancelled, and no refund will be issued. Cancellation and full refund are only possible before pickup.

If the shipment is marked as “Delivered” on our system or our partner’s portal but the receiver did not receive it, you must notify us within 24 hours. We will then begin an investigation to verify and resolve the issue.

No. Sending illegal, restricted, or prohibited items is strictly not allowed. If any such material is found, the sender will be responsible for any fines or penalties imposed by authorities or courier companies.

 

If the issue is not reported within 24 hours of delivery status update, we may not be able to assist in resolving the matter. Timely reporting is essential.

 

Investigations for lost shipments can take up to 60 days. We will make every effort to trace the shipment and keep you updated throughout the process.