1. How is payment amount calculated between Users?

The payment amount for a shipment order shall be mutually determined by the Service Provider and the Shipper/ Carrier/ 3 PL Partner and shall not deviate from the bid amount previously agreed upon by the parties in accordance with the Terms of Use. Both parties are responsible for ensuring that the agreed fare is documented in writing and that any amendments to the bid amount are formally acknowledged by both parties.

You hereby understand and acknowledge that Xfrate has no actual or perceived control or influence over the determination of the fare or bid amount for any shipment. Furthermore, it is the responsibility of both the Service Provider and the Shipper/ Carrier/ 3 PL Partner to ensure that their agreement complies with all Applicable Laws and regulations.

In the event of any disputes regarding the payment amount, the parties shall first seek to resolve the matter in accordance with the Terms of Use.

2. When should the Shipper make the payment to the Service Provider?

The parties to a Consignment Note shall have the discretion to mutually establish a payment schedule applicable to the respective shipment order. For the purposes of record-keeping and to ensure that no Shipper defaults on any payment obligations, it is incumbent upon either party to upload the mutually agreed-upon payment schedule into the system.

The You hereby understand and acknowledge that Xfrate possesses neither actual nor perceived control or influence over the determination of the payment schedule for any shipment order. Any deviations from the agreed-upon payment schedule must be documented and communicated in writing to the relevant parties to maintain transparency and mitigate disputes. Additionally, You are advised to familiarize yourself with Applicable Law governing payment transactions to ensure compliance and safeguard their interests.

3. What are the relevant documents that the Shipper shall examine prior to handing over the shipment order to the vehicle/ truck operator?

It is hereby recommended that the Shipper diligently obtain and examine the following documents prior to the handover of the shipment order to the Vehicle/truck operator:

• The vehicle’s registration certificate.

• A government-issued identity card of the vehicle/truck operator
• The vehicle’s insurance policy
• An E-way bill, if applicable under the relevant regulations
• All permits and licenses for the vehicle in accordance with Applicable Law and regulations
• A fitness certificate for the vehicle as per Applicable Law
• Any additional documentation deemed necessary by the Shipper to ascertain the authenticity and credibility of the vehicle/truck operator
• A loading slip and a weight slip issued by the vehicle/truck operator
• Any specific industry-related certifications or documents that may be mandated under Applicable Law

It is expressly clarified that the aforementioned list of documents is only illustrative and not exhaustive, and the Shipper may require additional documentation based on the nature of the goods being transported and any sector-specific regulations that may apply

The Shipper acknowledges that a thorough examination of these documents is essential to mitigate risks associated with the transportation of goods and to ensure compliance with applicable legal and regulatory requirements under Applicable Law. Failure to conduct such due diligence may result in liability for any loss or damage that may arise during the course of transit.

4. What are the relevant documents that the Shipper shall provide to the vehicle/ truck operator at the loading point of the shipment order?

At the loading point of the shipment order, it is strongly recommended that the Shipper provide the following pertinent documents to the vehicle/truck operator:

• A lorry receipt that includes details extracted from the material invoice and the weight slip
• The material invoice corresponding to the shipment order being transported
• Any specific and/or general written instructions regarding the transportation, loading, and unloading of the shipment order including but not limited to handling procedures and timelines
• Any additional documentation deemed necessary for the transport of the shipment order, which may be required by the vehicle/truck operator to present to relevant authorities in relation to the shipment order during transportation
• A copy of the relevant permits or licenses as mandated by Applicable Law and regulations
• Any safety or compliance certifications pertaining to the shipment order, if required under Applicable Law

Furthermore, the Shipper acknowledges that it is their responsibility to conduct a thorough verification of the documents prior to the handover, as failure to do so may result in liability for any subsequent issues arising from the transportation of the load. The Shipper is advised to retain copies of all documents exchanged for their records and to ensure compliance with all applicable legal requirements governing the transportation of goods under Applicable Law.

It is expressly clarified that the aforementioned list of documents is only illustrative and not exhaustive, and the Shipper may require additional documentation based on the nature of the goods being transported and any sector-specific regulations that may apply

The Shipper acknowledges that a thorough examination of these documents is essential to mitigate risks associated with the transportation of goods and to ensure compliance with applicable legal and regulatory requirements under Applicable Law. Failure to conduct such due diligence may result in liability for any loss or damage that may arise during the course of transit.

5. At the time of unloading, what are actions are to be undertaken by the Consignee before signing off on the proof of delivery?

At the time of unloading, the Consignee shall undertake a comprehensive inspection of the shipment order at the unloading point prior to signing any proof of delivery or associated documentation indicating that the shipment has been received. It is hereby recommended that the Consignee execute the following actions:

• Verify that the vehicle has arrived at the correct unloading location as specified in the Consignment Note or associated documentation
• Confirm that the shipment being unloaded corresponds precisely with the description provided in the Consignment Note or any other pertinent documentation
• Assess the condition of the shipment order to ensure that it has arrived in proper condition and has not sustained any damage during transit
• In accordance with the terms specified in the Consignment Note, if the parties have agreed that payment is to be rendered post-delivery, such payment shall be contingent upon the verification that the shipment order has been received in satisfactory condition
• A proof of delivery shall be issued to the Shipper, which must be duly signed by the authorized personnel at the unloading point. This proof of delivery shall encompass all material particulars, including but not limited to the date and time of unloading, the condition of the load upon delivery, and any discrepancies noted during the inspection
• The Consignee is advised to retain a copy of the signed proof of delivery for their records, as it may serve as crucial evidence in any potential disputes arising from the consignment
• It is further advised that any discrepancies, damages, or irregularities observed during the inspection be documented in writing along with photographs on electronic devices and communicated to the relevant parties immediately to mitigate liability and facilitate resolution in accordance with Applicable Law

The Shipper/ Consignee, as the case may be, acknowledges that failure to perform these actions may result in the inability to contest any claims related to the condition of the shipment post-delivery

6. How should I make payment to Xfrate?

In accordance with the Terms of Use, Xfrate shall impose a service fee for each shipment order processed via its Platforms. The Service Provider is obligated to remit payment of the service fee within twenty-four (24) hours following the loading of the shipment order onto the designated vehicle (“Credit Period”)

You can make the payment:

1. Immediately after the shipment order is loaded; or
2. Within the Credit Period

You can make the payment by clicking on the “Pay Now” button linked with the order in our Platform where You will be redirected to another page providing multiple payment options such as net banking, UPI, credit card, debit card, etc. Select one payment method and make the payment

It is recommended that payments be made through the online payment gateway available immediately after loading the order on the Platforms to ensure prompt and secure transaction processing. The Service Provider acknowledges and agrees that failure to adhere to the stipulated payment timeline may result in penalties, including but not limited to the suspension of services or additional fees, at the sole discretion of Xfrate

7. How should I make payment to Service Providers?

The preferred method for effectuating payment to Service Providers shall be through bank transfer, or any alternative payment method mutually agreed upon by the parties. The responsibility for ensuring the accuracy of payment details provided to the Shipper shall rest solely with the participating stakeholders, including but not limited to Shippers and Service Providers.

You have to make the payment in accordance with the payment schedule and the terms and conditions of the Consignment Note which will be mutually decided between You and the Service Provider.

It is hereby acknowledged and accepted by You that Xfrate shall not have any influence over, nor control of, the payment timeline, payment transactions occurring between the parties involved in a Consignment Note and Xfrate shall bear no liability in relation to any payment discrepancies that may arise between the parties.

8. How to proceed if I encounter any issues during payment process?

You can try these steps:

A. Check the transaction status: Open Your Payment mode – see transaction history and select the transaction. If the payment is in process, wait for 3 business days.

B. Check your internet connection: Transactions can’t be made offline, so make sure You have an active internet connection.

C. Check Your card details: If You see an error message about your card, like “low card balance” or “expired card”, there may be a problem with Your card. You can try using another card.

D. Update the App: Delete and reinstall the App from the Play Store/App Store to ensure You have the latest version and resolve any known issues. Update the app to the latest version if You have an older version installed.

E. Create a ticket: Should the issue persist despite such outreach, You may submit a formal grievance to our support team via email at customer.support@xfrate.com in accordance with the grievance redressal procedure laid out in the Terms of Use.

F. Please be assured that we are committed to resolving your concerns promptly and in a manner consistent with our established protocols.

9. Can I ask for refund on the payment made for my shipment order?

The payment for a shipment order is decided by the parties to a Consignment Note at the time of bidding on the Platforms. We do not have any control or influence on such payment decided between the parties. Hence, if a Shipper seeks refund the best way would be contact the Service Provider. It is recommended that when the payment schedule is decided between the parties, Shipper retains certain amount to be paid post-delivery so that in cases where refund cannot be availed, the Shipper does not lose the entire amount.

10. Can I ask for a refund on the service fee charged by your platforms?

Save and except the grounds listed in this FAQ 10, the service fee assessed by Us is hereby designated as non-refundable under all circumstances. This fee, which is charged by Our Platforms, serves a specific purpose which is to facilitate comprehensive logistical services that include, but are not limited to, the provision of bidding mechanisms and the establishment of connections among various prospective users, thereby enabling the interaction between Shippers and Service Providers.

It is assumed that upon the execution of a Consignment Note between the parties, these services are immediately rendered and, as such, the service fee is considered fully earned at that time. Therefore, irrespective of any subsequent cancellation of the order by any involved party, the service fee shall remain non-refundable, as it reflects the value of the logistical services that have already been provided in full compliance with the agreed-upon terms. By engaging with Our Platforms, You expressly acknowledge and consent to this non-refundable service fee policy, thereby waiving any rights to reimbursement of the service fee upon cancellation.

In the event, a shipment order is cancelled due to any of the circumstances listed below, You will be eligible for a refund of the service fees from Xfrate:

a. Shipper will be eligible for refund if the Carrier/3 PL Partner fails to appear at the designated time and place to collect the goods for the shipment of the goods; or

b. Carrier will be eligible for refund if Vehicle Owner fails to appear at the designated time and place to collect the goods for the transportation of the goods; or

c. Carrier/Vehicle Owner will be eligible for refund if the Shipper/Carrier, as the case may be, does not present the load for collection at the specified time for loading of the shipment order; or

d. A User will be eligible for refund if We have cancelled the shipment order due to circumstances beyond Our control.

In order to avail a refund of the service fees, You have to write an email to customer.support@xfrate.com with the subject “Order Cancelled – Seeking Refund” and provide a adequate reason, essential documents of the shipment order, proof of cancellation of shipment order and your bank account details. The validity of the claim for refund will be assessed at Our sole discretion.

11. What is the cancellation policy provided by your platforms?

It is recommended that the parties to a Consignment Note establish and incorporate a comprehensive cancellations schedule, in conjunction with a payment schedule, within the Consignment Note. This schedule shall provide clarity and guidance in the event that unforeseen adverse circumstances arise, necessitating the cancellation of the shipment order by either party.

The parties acknowledge that the following non-exhaustive list of scenarios shall constitute grounds for the cancellation of a shipment order:

a. The truck/vehicle operator fails to appear at the designated time for the loading of the shipment order.

b. The Shipper does not present the load for collection at the specified time for loading of the shipment order

c. The Shipper refuses to hand over the load to the Service Provider for the purpose of loading onto the designated truck or vehicle.

d. At the time of loading, the Shipper reasonably determines that the truck or vehicle, or its respective operator, is unfit to transport the shipment order.

e. At the time of loading, the truck or vehicle operator assesses the shipment order as being unsuitable for transport by the truck/vehicle designated for such purposes.

f. The truck/vehicle operator declines to load the shipment order for any reason.

Furthermore, notwithstanding any provisions outlined in the Payment Terms, it is expressly understood that the non-completion of a shipment order due to a Force Majeure event shall not be construed as a cancellation of said shipment order. In such instances, any refund for payment received by the Service Provider, shall be in accordance with the Consignment Note and Xfrate shall not be liable for any payment related matter between You and the relevant Service Provider. With respect to refund of service fees charged by Xfrate, the same shall be as per FAQ 10.

“Force Majeure” shall mean conditions beyond one’s control including, but not limited to acts of God, government restrictions (including the denial or cancellation of any necessary license), wars, insurrections and/or any other cause beyond the reasonable control of the party whose performance is affected.

12. What are the repercussions of not making service fee payment to Xfrate?

In the event that the You fail to remit the requisite service fee payment to Xfrate within the Credit Period, You shall be liable for payment of interest at the rate of 18% (eighteen percent) per annum. Additionally, Xfrate reserves the unequivocal right to suspend the Your account, thereby potentially resulting in the forfeiture of all order data and the cessation of the Your subscription rights to freight services. The reactivation of the suspended account shall be contingent upon the payment of applicable penalties, which shall be determined at the sole discretion of Xfrate.

Furthermore, Xfrate retains the right to initiate all legal avenues available to recover the outstanding payment, including but not limited to collection actions and the pursuit of damages.

13. What should be the currency of payment made?

Unless otherwise agreed in writing by the parties, all payments shall be made in the local currency of the party receiving the payment. The service fee shall be made in the currency of the country the Shipper is placing the shipment order.

14. Who will provide insurance on the shipment order?

Shippers are strongly encouraged to obtain insurance coverage for their goods, and Service Providers and Carriers/ Vehicle Owners/ Brokers shall ensure that their vehicles are adequately insured. In the absence of insurance, the terms and conditions of the Consignment Note will govern any liability related to loss or damage. You expressly agree and acknowledge that the Platform shall not bear any loss or damages that may arise from transportation of Your Consignment.

In absence of any mutually agreed provision on insurance, the Users shall bear the entire responsibility of any liability that may arise, at their sole discretion and the Platform shall not bear any loss or damages that may arise from transportation of Your Consignment.

15. Why do I have pending or a duplicate charge?

If You have an outstanding charge from a previous order or if Your account shows two identical charges of the same amount for a order, You may submit a formal grievance to our support team via email at customer.support@xfrate.com. The grievance will be addressed in accordance with the grievance redressal mechanism outlined in Our Terms of Use.

16. Why is there a pending charge on my account?

If You have an outstanding payment from a previous order, a pending charge may be displayed on Your Account.

To pay the outstanding balance:

1. Go to Your Account.
2. Select “View Payment options” and choose a payment type.

Last Updated on October 2024