Refunds & Cancellation Policy

This Refunds & Cancellation Policy applies to all transactions and bookings made through the Trolla platform operated by Stella Express and Logistics Pvt Ltd (hereinafter referred to as "Trolla"). By using the Trolla platform, you agree to the terms set out in this policy.

1. Cancellation by the Loader (Shipper)

Loaders may cancel a booked trip subject to the following conditions:

Cancellation before driver assignment: If a load is cancelled before a driver has been matched and confirmed, no cancellation fee will be charged and any advance payment will be refunded in full.
Cancellation after driver assignment but before pickup: If a load is cancelled after a driver has been confirmed but before the driver has reached the pickup location, a cancellation fee may be deducted from any advance payment made. The applicable fee will be communicated at the time of cancellation.
Cancellation after driver reaches pickup location: If a loader cancels after the assigned driver has arrived at the pickup point, a higher cancellation charge will apply to compensate the driver for time and travel. The remaining balance, if any, will be refunded.
No-show by loader: If the loader fails to be present at the agreed pickup time without prior notice, this will be treated as a late cancellation and the applicable cancellation fee will apply.

2. Cancellation by the Driver (Trucker)

Drivers who have confirmed a booking are expected to complete the trip. If a driver cancels:

Trolla will attempt to find an alternative driver for the loader at the earliest opportunity.
If no replacement driver is available within a reasonable time, the loader will be entitled to a full refund of any advance payment made.
Repeated cancellations by a driver may result in account suspension or removal from the Trolla platform.

3. Refund Eligibility

Refunds will be processed in the following circumstances:

Trip cancelled before driver assignment — full refund.
Trip cancelled by the driver with no replacement available — full refund.
Overcharging or billing errors confirmed by Trolla — refund of the excess amount charged.
Service failure on Trolla's part (e.g., technical error resulting in duplicate payment) — full refund of the duplicate charge.
Trip cancelled by loader before driver reaches pickup — refund after deducting the applicable cancellation fee.

4. Non-Refundable Situations

Refunds will not be issued in the following cases:

Trip completed successfully as per the booking details.
Cancellation requested after the trip has commenced (goods loaded onto the vehicle).
Losses arising from incorrect information provided by the loader (wrong pickup address, incorrect cargo details, etc.).
Delays caused by circumstances beyond Trolla's control, including but not limited to traffic, weather, road closures, or government restrictions.
Disputes between the loader and driver that do not involve a service failure by Trolla.

5. Refund Process and Timeline

To request a refund, users must:

Contact Trolla customer support through the app or at the official support email/phone number within 7 days of the transaction or cancellation.
Provide the booking reference number, date of transaction, and reason for the refund request.
Trolla will review the request and communicate its decision within 5 business days.

Approved refunds will be credited back to the original payment method (bank account, UPI, or credit/debit card) within 7–10 business days from the date of approval, subject to the processing timelines of the respective bank or payment gateway.

6. Payment Gateway Refunds

Refunds processed through the payment gateway are subject to the policies and timelines of the gateway provider. Trolla is not responsible for delays caused by the payment gateway or the user's bank after a refund has been initiated from Trolla's end.

Trolla will provide a refund transaction reference number upon processing, which users can use to follow up with their bank if required.

7. Cancellation Fee Structure

Cancellation fees, where applicable, are calculated based on the stage of the trip at which the cancellation is made and the distance the driver has already travelled. The exact fee will be displayed in the app at the time of cancellation and will be deducted from any advance payment before a refund is processed.

Trolla reserves the right to revise the cancellation fee structure from time to time. Updated fee structures will be communicated through the app and will take effect from the date of publication.

8. Force Majeure

In cases of force majeure — including natural disasters, pandemics, civil unrest, or government-imposed restrictions that prevent the completion of a booked trip — Trolla will assess each case individually and endeavour to provide a fair resolution, which may include a full or partial refund at Trolla's discretion.

9. Dispute Resolution

If a user is dissatisfied with the outcome of a refund request, they may escalate the matter to Trolla's grievance redressal team. All disputes will be governed by the laws of India and subject to the exclusive jurisdiction of the courts located in the registered office jurisdiction of Stella Express and Logistics Pvt Ltd.

10. Changes to This Policy

Trolla reserves the right to modify this Refunds & Cancellation Policy at any time. Changes will be effective immediately upon publication on the Trolla platform. Continued use of the platform after any such changes constitutes your acceptance of the updated policy. Users are encouraged to review this policy periodically.

11. Contact Us

For any queries related to refunds or cancellations, please contact our support team through the Trolla app or reach out via the contact details provided on our website. We aim to respond to all queries within 2 business days.