Cancellation Policy

Effective Date: 21 June 2026 Last Updated: 21 June 2026 Version: 1.0

When you can cancel, what (if anything) it costs, and what we cancel on your behalf.

This Cancellation Policy applies to every service on GatiMitra (food, cab, auto, bike, parcel, GMitra Max subscription). It tells you whether and when you can cancel. For what you get back in money, see the separate Refund Policy.

This Policy operates alongside Rule 5 of the Consumer Protection (E-Commerce) Rules, 2020 and the Motor Vehicles Aggregator Guidelines, 2020.

#1. Food orders

1.1 Cancellation windows

The 60-second window after restaurant acceptance is enforced server-side. The app shows a live countdown.

1.2 Cancellation by the restaurant or GatiMitra

If the restaurant rejects the order, runs out of items, closes, or our delivery partner cannot reach you safely:

• We cancel the order on your behalf.
• 100% of every paid component (item price, packaging, delivery, tip, taxes) is refunded.
• Refund initiated immediately to the original payment method per Refund Policy §6.

#2. Rides (cab / auto / bike)

2.1 Cancellation by you

Cancellation fees are capped per Motor Vehicles Aggregator Guidelines, 2020 §5(d). You see the exact amount before confirming the cancellation.

2.2 Cancellation by the driver

If the driver cancels after assignment:

• No charge to you.
• Automatic re-dispatch begins.
• ₹10 inconvenience credit is added to your wallet if waiting exceeded 5 minutes.

2.3 No-show

If you do not arrive at the pickup point within the driver's waiting window (5 min free, then ₹2/min up to 10 min, then auto-cancel), cancellation fee plus accrued waiting charge applies. You see the running waiting charge in real time.

2.4 Safety-related cancellation

If you cancel because you feel unsafe (driver behaviour, vehicle condition, route deviation):

• No charge.
• Auto-routes the case to the Safety Team per Safety Policy.
• We follow up within 2 hours.

#3. Parcel / courier

3.1 Before pickup

Cancel freely. 100% refund per Refund Policy §3.

3.2 After pickup, before delivery

You cannot cancel — you can only recall the parcel:

• Raise Recall parcel from the active parcel screen.
• A return-leg fee applies (typically 1.5× the original fare).
• The original parcel fee is not refunded.

3.3 If the contents are prohibited

If contents are listed in Acceptable Use Policy §3.1, the parcel is refused at pickup or surrendered to authorities. The booking is cancelled and no refund is owed.

#4. GMitra Max subscription

Full mechanics in GMitra Max Subscription Terms and refund split in Refund Policy §4.

#5. Cancellation by GatiMitra for cause

We may cancel any order, ride or subscription without refund if we have a reasonable belief that:

• The transaction is fraudulent (chargeback abuse, stolen card, fake KYC)
• The user violates Acceptable Use Policy or Community Guidelines
• Continuing the service poses a safety risk to riders, drivers, merchants or third parties
• Continuing would breach Indian law or the directions of a public authority

We tell you the reason in writing (email + in-app) and you may appeal via Grievance Redressal Mechanism.

#6. How to cancel

If a cancellation does not appear available but you believe it should be (e.g. restaurant has gone offline but the cancel button is missing), raise a ticket via Help & Support and we cancel on your behalf manually.

#7. Statutory rights

This Policy supplements your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Nothing here limits any statutory remedy.

#8. Contact

Owner: Payments & Operations