Lost & Found Policy
Effective Date: 21 June 2026 Last Updated: 21 June 2026 Version: 1.0
Lost something in a cab, auto, bike, or during a delivery? Here's how to get it back. Aligned with the Motor Vehicles Aggregator Guidelines, 2020.
#1. Report a lost item
Past Rides / Past Orders → [Item] → Help → Report Lost Item — choose category, write a short description, optionally upload a reference photo.
Reporting window: Within 24 hours for fastest recovery; we accept reports up to 7 days.
#2. What happens next
| Step | Timing |
|---|---|
| Auto-ticket raised + ticket ID emailed to you | Instant |
| In-app notification sent to the driver / delivery partner | Within 10 min |
| Partner asked to inspect the vehicle / route and respond | 1 hour |
| First update to you (item found / not yet found) | 24 hours |
| Co-ordinated return / handover | 24–72 hours after item located |
#3. Return handover
| Option | Details |
|---|---|
| Driver delivers back | At a mutually convenient time; small mileage fee may apply (₹50–₹150 per direction, max 10 km). Free if the partner forgot to flag the item. |
| GatiMitra office pickup | In cities with offices, free retrieval during office hours. |
| Courier (longer distance) | At your cost; quoted before dispatch. |
| Direct meet with partner | Public, safe location; recommended for fragile items. We monitor the handoff. |
You always have the option to refuse driver-led return and pick up from office or use a courier.
#4. Compensation if the item is not recovered
| Service | Compensation |
|---|---|
| Cab / auto / bike / intercity | Up to ₹2,000 against evidence (purchase invoice + photo) if the item is confirmed lost in the vehicle and not recovered within 30 days |
| Hyperlocal parcel | Declared value up to ₹5,000 baseline; higher if you bought additional insurance |
| Food | N/A — not a "lost & found" category |
For items declared > ₹5,000 in a parcel, optional insurance (premium 1.5% of declared value) covers up to ₹50,000 — see Shipping & Delivery Policy §15.
#5. What is not covered
- Items not declared at booking (for parcels above the baseline).
- Cash, jewellery, gold, silver, gems, important documents — please carry these on your person.
- Items left in shared / pool rides where the next rider claims them before report.
- Perishables (food, flowers) that spoil before recovery.
#6. Driver / delivery partner duties
Per the Aggregator Guidelines, drivers are required to:
- Inspect the vehicle at the end of each trip.
- Report any found item via the partner app.
- Hand over any unclaimed item to the GatiMitra office within 48 hours.
Non-compliance → partner action per Acceptable Use Policy §4.
#7. Found items in GatiMitra custody
Items unclaimed for 30 days at our office are:
- Documents → handed to police / municipal authority.
- Valuables → escheated per applicable law / donated to NGO if no claimant.
- Electronics → data-wiped and recycled.
- Personal items of low value → recycled / donated.
We email the registered email on the trip 7 days before this happens.
#8. Safety
We never share your phone number with the driver outside the masked in-app call. Handover meetings should happen in well-lit, public locations.
#9. Fraud guard
Repeated frivolous lost-item claims, evidence fabrication, or attempts to extort partners → permanent ban per Acceptable Use Policy.
#10. Statutory rights
This Policy is in addition to your rights under the Consumer Protection Act 2019 and Motor Vehicles Act / Aggregator Guidelines.
#11. Contact
| Concern | Channel |
|---|---|
| Report a lost item | In-app — Past Rides → Help → Report Lost Item |
| Co-ordinate retrieval | lostandfound@gatimitra.com |
| Compensation claim | insurance@gatimitra.com |
| Escalation | grievance.officer@gatimitra.com |
Owner: Operations + Trust & Safety