Policy overview
This policy applies to payments made to Propel Automotives Trading Private Limited for vehicle purchases and related charges shown in an official quotation or proforma invoice.
Vehicle orders are individually sourced and can involve non-recoverable dealer, transport, documentation, registration and shipping costs. Refund eligibility is assessed according to the reason for cancellation and the stage reached.
Failed transactions where money was debited
If a PayU transaction is shown as failed, pending or dropped but the payer’s account was debited, do not make a second payment until the status is confirmed.
- Email us with the payer name, amount, payment date, PayU transaction ID and the last four digits of the payment instrument.
- We will verify the transaction with PayU and our settlement records.
- If the transaction did not complete, the refund is returned to the original payment source.
After initiation or automatic reconciliation, refunds typically reflect within 5–21 days, depending on the payment method and bank. Some banks may take longer.
Duplicate or excess payments
A verified duplicate payment or amount paid in excess of the invoice will be refunded in full to the original payment source, unless the customer gives written instructions to apply it to the same order. We aim to initiate an approved duplicate-payment refund within 7 business days of verification.
Cancellation by Propel
If we cannot accept or fulfil an order and no acceptable replacement is agreed, we will refund the eligible amount received for that order. We aim to initiate the refund within 7 business days after written cancellation confirmation.
A refund is not reduced for costs caused solely by our inability to fulfil the accepted order, except where the cancellation resulted from inaccurate customer information, legal restrictions at the destination or the customer’s breach.
Cancellation requested by the customer
Send a written cancellation request as early as possible. The refundable amount is determined as follows:
- Before vehicle procurement or allocation: the payment is generally refundable after deducting any disclosed payment reversal fee or documented non-recoverable cost already incurred with the customer’s authority.
- After procurement, allocation, registration, transport or documentation begins: we will refund the recoverable balance after documented costs, supplier cancellation charges and committed logistics expenses.
- After customs filing, loading or dispatch: cancellation is normally unavailable. Any possible resale, diversion or return is handled case by case and all resulting costs are deducted.
No deduction will be made without explaining the reason and calculation to the customer.
Incorrect or materially non-conforming vehicle
If the vehicle materially differs from the model, variant or condition confirmed in writing, notify us immediately and before accepting shipment where reasonably possible. Provide photographs, inspection records and relevant transport documents.
After verification, the remedy may be correction, replacement, price adjustment or refund as appropriate. Transit-damage claims are also subject to the carrier and cargo-insurance procedures applicable to the shipment.
Non-refundable amounts
Subject to applicable law, completed services and irrecoverable third-party costs are not refundable when they were incurred for the confirmed order. These may include dealer cancellation charges, registration or temporary registration, inspection, inland transport, documentation, customs filing, freight commitments, insurance and bank or currency-conversion charges.
Estimated deductions are not used; only the applicable order records and actual commitments are considered.
Refund method and timing
- Refunds are sent only to the original payment source. We do not redirect refunds to cash, another card or an unrelated bank account.
- Once approved, we aim to initiate the refund within 7 business days.
- After initiation, PayU, card networks and banks generally require 5–21 days for the credit to appear.
- Currency-conversion differences imposed by a bank or card issuer are outside our control.
How to request a refund
Email sales@propelautotrade.com with the subject “Refund request” and include:
- customer and company name;
- quotation or invoice number;
- vehicle model and order date;
- payment amount, date and PayU transaction ID;
- reason for the request; and
- supporting documents or screenshots.
You may also call or WhatsApp +91 90927 99914. Please do not send full card numbers, CVV, OTPs or banking passwords.
Escalation
If you have not received an update after submitting complete information, write again with the original reference and mark the subject “Refund escalation”. Our registered contact details appear on the Contact Us page.