Refund & Cancellation Policy
Effective Date: 21 June 2026 Last Updated: 21 June 2026 Version: 1.0
When you can cancel, what you get refunded, and how long it takes — service-by-service.
This Policy is mandated by Rule 5(2) of the Consumer Protection (E-Commerce) Rules, 2020 and applies to every transaction on GatiMitra (food, cab, auto, bike, parcel, subscription, and ancillary fees).
#A. FOOD ORDERS
A.1 When you can cancel for free
| Order stage | Cancel for free? | Refund amount |
|---|---|---|
| Placed, not yet accepted by restaurant | ✅ Yes | 100% |
| Accepted by restaurant, not yet preparing | ✅ Yes (within 60 seconds of acceptance) | 100% |
| Restaurant preparing | ❌ No (food has been started) | 0% |
| Out for delivery | ❌ No | 0% |
| Delivered | N/A — see refund grounds below | See A.3 |
A.2 Cancellation by GatiMitra or restaurant
If the restaurant rejects the order, runs out of items, closes, or our delivery partner cannot reach you:
- 100% refund of every paid component (item price, packaging, delivery, tip, taxes).
- Refund initiated immediately to the original payment method.
- If paid via wallet, refund credited to wallet within 1 hour.
- If paid via UPI / card / netbanking, refund reaches your bank within 5–7 working days.
A.3 Post-delivery refund grounds
You may raise a refund claim within 24 hours of delivery for:
| Issue | Refund |
|---|---|
| Wrong order delivered | 100% (we recover from restaurant) |
| Missing item | 100% of missing item value |
| Damaged / spilled food | Up to 100%, evidence required (photo via app within 24 h) |
| Foreign object / hygiene issue | 100% + free reorder + safety report filed with FSSAI if applicable |
| Quantity short of menu description | Pro-rata refund |
| Order never delivered (driver marked delivered, you did not receive) | 100% after verification (≤24 h) |
Evidence: Photo of the issue, sealed packaging photo, order ID. Upload via Order details → Report issue.
Decision time: Within 48 hours.
A.4 Tip & delivery-partner gratitude
Tips paid to the delivery partner are non-refundable once the order is marked delivered, except where the partner was confirmed at fault for the issue.
#B. CAB / AUTO / BIKE RIDES
B.1 Cancellation by you
| When you cancel | Charge | Refund |
|---|---|---|
| Before driver assigned | Free | 100% |
| After assignment, within 60 seconds, driver < 1 km away | Free | 100% |
| After 60 seconds OR driver ≥ 1 km away | Cancellation fee ₹25–₹75 depending on city + service | Booking fee + taxes refunded; cancellation fee charged |
| Driver reached pickup + waited ≥ 5 minutes | Cancellation fee ₹50–₹100 + waiting charge | Pickup waiting charge non-refundable |
| Cancellation after pickup OTP shared | Treated as no-show, base fare + minimum distance fare charged | No refund of that portion |
B.2 Cancellation by driver
Driver cancels after assignment → no charge to you, automatic re-dispatch, ₹10 inconvenience credit if waiting time exceeded 5 minutes.
B.3 Ride disputes (post-trip)
Raise within 24 hours of trip end via Profile → Past Rides → Report Issue:
| Issue | Resolution |
|---|---|
| Fare looks higher than route distance | Fare audit; refund the excess to wallet if confirmed |
| Driver took a longer route | Fare re-calculated against shortest reasonable route |
| Air-conditioning not working (AC ride) | 20% fare refund |
| Driver charged extra in cash | Full refund of excess + driver action |
| Trip ended early or driver dropped you mid-route | Pro-rata refund |
B.4 No-show by you
If you don't arrive at the pickup point within 5 minutes after the driver reaches and the driver waits the additional waiting window:
- Cancellation fee + waiting charge applies.
- Reasonable waiting per Aggregator Guidelines: 5 min free, then ₹2/min up to 10 min, then ride auto-cancelled.
B.5 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 (see Safety Policy).
#C. PARCEL / COURIER
C.1 Before pickup
Free cancellation. 100% refund within 1 hour (wallet) / 5–7 days (bank).
C.2 After pickup, before delivery
Cancel only by raising a Recall parcel request:
- Recall fee + return-leg charge applies (typically 1.5× original fare).
- Original parcel fee not refunded.
C.3 Delivery disputes
| Issue | Refund |
|---|---|
| Parcel not delivered (lost) | 100% fee refund + declared value compensation up to ₹5,000 (see Lost & Found Policy) |
| Parcel delivered to wrong address | 100% fee refund + free re-delivery |
| Parcel damaged in transit | Up to ₹2,000 against evidence (photo + invoice) |
C.4 Prohibited contents
If your parcel contains an item listed in Acceptable Use Policy §3.1, the parcel is refused / handed to authorities and no refund is owed.
#D. SUBSCRIPTIONS (GMitra Max)
See Subscription Terms. Summary:
- Cancel anytime; benefits continue until end of current billing cycle.
- No partial refund except where required by Indian law.
- Free 7-day trial: cancel within trial = no charge.
#E. PAYMENT FAILURES & DOUBLE-CHARGES
| Scenario | Action |
|---|---|
| Money debited, order not placed | Auto-reconciliation within 24 hours; refund initiated within 48 hours. |
| Charged twice for the same order | Auto-detected; one charge reversed within 7 working days. |
| UPI showing "pending" | Wait 30 min; if still pending, raise dispute via app — we check Razorpay records and reverse if needed. |
If automatic reconciliation fails, raise a grievance per Grievance Redressal Mechanism.
#F. REFUND PROCESSING TIMES
| Method | Time |
|---|---|
| GatiMitra Wallet | Instant — within 1 hour |
| UPI | 2–4 working days |
| Debit / credit card | 5–7 working days |
| Net banking | 5–7 working days |
| EMI / Pay-Later | Per partner timeline (typically 7–10 days) |
| Cash on Delivery | Adjusted as wallet credit (instant) — cash refunds not supported |
The Reserve Bank of India directs that any post-payment refund timer is based on when the bank completes the credit, not when GatiMitra initiates it. We initiate within 24 hours; bank settlement follows.
#G. NON-REFUNDABLE ITEMS
- Convenience fees (gateway / platform fee), once an order is successfully placed and accepted.
- Tips to driver / delivery partner (once trip / delivery completed).
- Surge component for completed rides.
- Donation add-ons (round-up, NGO contribution).
- Subscription fees outside their cancellation window.
#H. FRAUD / ABUSE
Repeated frivolous refund claims, evidence tampering, or coordinated chargeback attempts → account suspended pending investigation. Refunds may be withheld for that order until resolution. Repeated abuse → permanent termination + reporting to law-enforcement.
#I. HOW TO TRACK YOUR REFUND
Profile → Wallet & Transactions → Refunds — each refund shows: Order ID, refund amount, initiated date, expected completion date, payment-gateway reference (use this number when calling your bank).
#J. STATUTORY RIGHTS
This Policy is in addition to your rights under the Consumer Protection Act, 2019. Nothing here limits any statutory remedy.
#K. CONTACT
| Channel | Address |
|---|---|
| In-app | Profile → Help & Support → Raise a Ticket |
| payments@gatimitra.com (refunds) / grievance@gatimitra.com (escalation) | |
| Phone | 1800-XXX-XXXX |
See Grievance Redressal Mechanism for the full grievance flow.
Owner: Payments & Operations