Frequently Asked Questions

Last Updated: 21 June 2026

This FAQ is renderable in the app at Profile → Help & Support → FAQ. The headings are organised so the in-app search can match by category + keyword.

#A. Getting started

A.1 How do I sign up?

Open the app → enter your mobile number → enter OTP. That's it. Add your name and a profile photo later if you want.

A.2 Do I need to be 18+?

You can use food, parcel, and courier without an age check. Ride services (cab, auto, bike, intercity, rentals) require 18+ confirmation. See T&C §2.

A.3 Can I use my account on multiple phones?

Yes, one account per mobile number, signed in on up to 3 devices. You'll see active sessions under Profile → Settings → Security → Active sessions.

A.4 Forgot my account / can't log in?

Tap Sign in with OTP → if your number doesn't receive an OTP, try via WhatsApp; if both fail, email support@gatimitra.com with your registered mobile.

A.5 How do I delete my account?

Profile → Settings → Privacy → Delete my account — full instructions in Data Deletion Policy. Play Store / App Store mandated.

#B. Food orders

B.1 Why is my food taking longer than the ETA?

The estimated delivery time is an estimate — actual can vary by ±15 minutes due to traffic, weather, restaurant prep load, or partner availability.

B.2 My order is wrong / missing items

Order details → Report issue within 24 hours. Refund decisions per Refund Policy §A.3.

B.3 Can I cancel after the restaurant accepted?

You have a 60-second window after restaurant acceptance. Past that, food preparation has started → no free cancellation.

B.4 Why is there a platform fee / convenience fee?

We charge a small per-order platform fee to run the app, customer support, payment infrastructure, and delivery partner operations. Disclosed before payment.

B.5 Can I tip the delivery partner?

Yes — at checkout or after delivery. 100% of the tip reaches the partner.

B.6 What if I find a foreign object / hygiene issue?

Stop eating. Photograph it. Report immediately at Order → Report issue → Hygiene. Full refund + report filed with the restaurant + FSSAI if applicable.

B.7 Can I order from multiple restaurants in one go?

Currently no — one restaurant per order. Multi-vendor cart is on the roadmap.

B.8 Is COD available?

For food orders ≤ ₹500 in selected cities. Please carry exact change.

B.9 Why are some items unavailable?

The restaurant has marked them out of stock or is outside operating hours. Try later or pick a different restaurant.

B.10 Allergens — how do I check?

Tap the item → Allergen info. The restaurant declares allergens; we display them. If unsure, contact the restaurant via in-app chat before ordering.

#C. Rides (cab / auto / bike / rentals / intercity)

C.1 How are fares calculated?

Base fare + distance + time + applicable taxes ± surge (capped at 1.5× base — Aggregator Guidelines). Tolls, parking, state-entry where applicable. See Surge / Fair Pricing.

C.2 What is surge pricing?

A demand-based price multiplier active during high-demand hours, weather events, or peak load. Always disclosed before booking. Max 1.5× under MV Aggregator Guidelines 2020.

C.3 The driver is late / not moving — what to do?

Tap Call driver. If no response in 60s, the trip can be cancelled free. Driver no-shows route to dispatcher for re-assignment.

C.4 The driver took a longer route

Past Rides → Report → Route deviation. We compare against the shortest reasonable route and refund the excess.

C.5 What if I forget something in the car / parcel?

See Lost & Found Policy. Report within 24 hours via the trip; we co-ordinate retrieval.

C.6 Can I share my trip with family?

Yes — Active ride → Share trip. Public link, valid for trip + 2 hours, no app needed to view.

C.7 What if I feel unsafe?

Tap SOS in-app → 112 + your trusted contacts + GatiMitra safety team alerted with live location. See Safety Policy.

C.8 I was charged a cancellation fee — why?

Per Refund Policy §B.1: a fee applies if you cancelled after the 60-second window or after the driver reached the pickup point.

C.9 Can I request a female driver?

Yes — Booking → Filters → Female driver preference (where available). Wait time may be longer based on supply.

C.10 Are pets allowed?

In Pet-friendly rides only. Service animals (e.g., guide dogs for the visually impaired) are allowed in every ride per Rights of Persons with Disabilities Act, 2016.

C.11 Will the driver have change?

Drivers carry change up to ₹100. For larger amounts, pay via UPI / card / wallet for convenience.

C.12 Intercity / outstation — what's included?

Toll, state-entry tax, return-leg, and night-halt charges shown upfront. Fuel included unless explicitly noted.

#D. Parcels / courier

D.1 What can I send?

Documents, personal items, gifts, e-commerce returns. Not allowed: weapons, narcotics, explosives, perishables (unless hyperlocal), restricted government items, animals. Full list in Acceptable Use Policy.

D.2 Maximum size / weight?

Up to 20 kg, dimensions per service tier. Shown at booking.

D.3 Tracking?

Live tracking from pickup to delivery — same UX as ride sharing.

D.4 If the recipient is not at the address?

3 call attempts + in-app ping. If no response within 10 min, the parcel returns; return-leg fee applies.

D.5 What about high-value items?

Declare value at booking. Photo + OTP captured at pickup AND delivery. Optional insurance at 1.5% premium.

D.6 Is the partner liable for damage?

Up to ₹2,000 against evidence for standard parcels; declared-value coverage for high-value parcels. See Lost & Found Policy.

#E. Payments & refunds

E.1 Which payment methods?

UPI, debit cards, credit cards, net banking, wallets (GatiMitra Wallet, partner wallets), cash (selected food orders), Pay-Later.

E.2 Is my card data stored?

No. We tokenise via our PCI-DSS-compliant gateway (Razorpay). We never see your full card.

E.3 Refund time?

Wallet: within 1 hour. UPI: 2–4 working days. Cards / net banking: 5–7 working days. See Refund Policy §F.

E.4 Money debited but order not placed

Auto-reconciled within 24 hours; refund initiated within 48 hours. If not, raise a ticket.

E.5 Charged twice

Auto-detected; one charge reversed within 7 working days.

E.6 GatiMitra Wallet — interest? Withdrawal?

No interest. Withdrawable to bank for amounts > ₹100 (KYC may be required per RBI). For smaller amounts, use the balance for orders/rides.

#F. GMitra Max (subscription)

F.1 What benefits?

Lower platform fees, free deliveries on qualifying orders, priority customer support, GMitra Max-only deals. Full terms: Subscription Terms.

F.2 How much?

Monthly / quarterly / yearly plans. Shown in Profile → GMitra Max → Plans.

F.3 Free trial?

7-day trial; cancel within trial → no charge.

F.4 Cancel anytime?

Yes — Profile → GMitra Max → Cancel. Benefits continue until end of current billing cycle.

F.5 Refund on cancellation?

Per Apple/Google policies + Indian consumer law. Trial cancellations: no charge. Full-period cancellations: no partial refund except where law requires.

#G. Account & security

G.1 How do I change my mobile number?

Profile → Settings → Account → Change mobile. OTP verification on both old and new numbers.

G.2 Active sessions

Profile → Settings → Security → Active sessions — sign out of any device remotely.

G.3 What if my phone is stolen?

G.4 Two-step verification?

Yes — Profile → Settings → Security → 2-step verification. PIN or biometric (handled by your device).

G.5 What data do you collect?

See Privacy Policy and DPDPA Compliance Notice.

G.6 Can I download my data?

Yes — Profile → Settings → Privacy → Download my data → ZIP delivered to your email within 30 days (DPDPA §11).

#H. Promotions, referrals & coupons

H.1 How do referrals work?

Share your referral code → friend signs up + completes first qualifying order → both of you earn wallet credit per the offer terms.

H.2 Why was my coupon rejected?

Possible reasons: minimum order not met, expired, single-use already claimed, restricted to certain restaurants/services. Tap the coupon to see eligibility.

H.3 Combine coupons?

One coupon per order unless explicitly stackable.

H.4 Can I get a coupon back if I cancel?

Re-usable coupons return to your account if the order was cancelled before acceptance. Single-use coupons are consumed.

#I. Privacy, safety & legal

I.1 Who do you share my data with?

Delivery partners, drivers, restaurants (only what they need to fulfil), payment processors, cloud providers, government authorities under valid legal process. Never sold. See Privacy Policy §3.

I.2 Where is my data stored?

Primary: India region of our cloud provider. Some processors (push notifications, crash reporting) are outside India — listed in DPDPA Notice §7.

I.3 Is my location always tracked?

No. Only during an active order or ride. Stops when the trip ends.

I.4 Anti-discrimination — what's the rule?

Drivers must accept rides regardless of caste, religion, gender, sexual orientation, disability, language, or destination. Report violations in Anti-Discrimination Policy.

I.5 Sexual harassment — POSH?

We have an Internal Complaints Committee per the Sexual Harassment of Women at Workplace Act, 2013. See Safety Policy §7.

I.6 Children using ride services?

Riders under 18 are not allowed alone in passenger rides. With a guardian, they are.

#J. Issues & complaints

J.1 How do I raise a complaint?

Profile → Help → Raise a Ticket, or email grievance@gatimitra.com.

J.2 Response time?

Auto-acknowledgement instant. First substantive response within 48 hours. Resolution within 15 days (most cases — many faster). See Grievance Redressal Mechanism.

J.3 Who is the Grievance Officer?

Named in Grievance Redressal Mechanism §4 — emails to grievance.officer@gatimitra.com.

J.4 Not satisfied with resolution?

Escalate to the Grievance Appellate Committee (https://gac.gov.in) or National Consumer Helpline (1915).

#K. App technical

K.1 How much data does the app use?

~50 MB/month for typical use; tracking maps uses an extra ~10 MB/hour.

K.2 Battery optimisation?

For uninterrupted live tracking during rides, disable battery optimisation for GatiMitra in Android settings. iOS handles this automatically.

K.3 Notifications not arriving?

Check Profile → Settings → Notifications + your OS notification settings + that the app is not battery-restricted.

K.4 App crashes?

Update to the latest version. If still crashing, Profile → Help → Report app issue — we receive a diagnostic (no PII, opt-in).

K.5 Languages

Hindi, English, plus regional languages by city. Profile → Language.

Still need help? Profile → Help → Raise a Ticket. Average first response: 48 hours; safety issues: 1 hour.