Platform-wide SLA & Return Policy for shiplystic

1. Service Level Agreement (SLA)

The SLA ensures that all shiplystic services provided through the shiplystic Platform maintain a uniform service standard for shippers, customers, and shiplystic partners.

Scope

This SLA applies to all shipments booked via the shiplystic Platform regardless of the shiplystic partner selected.

Key SLA Commitments

• Platform Availability
  • Platform uptime: 99.9% monthly availability.
  • Planned maintenance will be notified at least 24 hours in advance.
• Pickup & Delivery SLA
  • Pickup Commitment: Pickup will be scheduled within 24 hours of order placement (excluding Sundays/holidays).
  • Delivery Commitment:
    • Local / Same-city: 1–2 business days.
    • Domestic (within country): 2–7 business days.
    • International: 5–15 business days (depending on destination & customs).
• Tracking & Updates
  • 100% shipments must have real-time tracking visibility.
  • Status updates to be provided at key milestones (pickup, in transit, out for delivery, delivered).
• Customer Support SLA
  • Response time: Initial acknowledgment within 2 hours (business hours).
  • Resolution time:
    • Critical issues (shipment lost/damaged): Within 48 hours.
    • Non-critical (delays, re-attempts): Within 72 hours.

2. Return / Refund Policy

Since a shiplystic deals with shipping services (not products), the return policy mainly refers to service refunds/cancellations.

Eligibility for Refund / Return of Charges

• Shipment Cancellation
  • If a shipment is cancelled before pickup, 100% refund will be initiated.
  • If cancelled after pickup but before transit, refund will be subject to deduction of pickup charges.
• Failed Pickup
  • If the courier partner fails to attempt pickup within SLA, 100% refund of shipping charges will be processed.
• Lost or Damaged Shipment
  • In case of shipment loss/damage:
    • Customer will be compensated as per declared value of shipment (if insurance opted).
    • If no insurance, liability is limited to courier partner's standard terms.
• Delivery SLA Breach
  • If delivery is delayed beyond SLA without valid reason (force majeure, address issue, customs hold), partial or full refund of charges may be provided.

Exemptions (No Refund)

• Incorrect / incomplete address provided by customer.
• Delay due to customs clearance (for international shipments).
• Natural disasters, strikes, or force majeure events.
• Prohibited items shipped against platform policy.

Refund Process

• Refund requests must be raised within 7 days of the incident.
• Refunds will be processed back to the original payment method within 7–10 business days.