Refund Policy
Effective Date: 21 June 2026 Last Updated: 21 June 2026 Version: 1.0
When, how, and how fast we refund you — service by service.
This Refund Policy is mandated by Rule 5(2)(d) of the Consumer Protection (E-Commerce) Rules, 2020 and applies to every paid transaction on GatiMitra (food, cab, auto, bike, parcel, GMitra Max subscription, wallet recharges and ancillary fees).
For the rules on when you can cancel (and what cancellation costs), see our separate Cancellation Policy. This document focuses purely on money back — grounds, amounts, methods and timelines.
#1. Refund grounds — Food orders
You may raise a refund claim within 24 hours of delivery via Order details → Report issue. We respond within 48 hours.
| Issue | Refund | Evidence we need |
|---|---|---|
| Wrong order delivered | 100% | Photo of received order + order ID |
| Missing item | 100% of missing item value | Photo of opened order + packaging |
| Damaged / spilled food | Up to 100% | Photo within 24 h of delivery |
| Foreign object / hygiene issue | 100% + free reorder + FSSAI safety report | Photo + description |
| Quantity short of menu | Pro-rata refund | Item weight / count |
| Order never received but marked delivered | 100% after geolocation + driver call verification | Order ID, time you noticed |
Tips to the delivery partner are non-refundable once the order is marked delivered, except where the partner is confirmed at fault.
#2. Refund grounds — Rides (cab / auto / bike)
Raise within 24 hours of trip end via Profile → Past Rides → Report Issue.
| Issue | Resolution |
|---|---|
| Fare higher than route distance | Fare audit; excess refunded to wallet within 48 h if confirmed |
| Driver took a longer route | Fare re-calculated against shortest reasonable route |
| Air-conditioning not working on an AC ride | 20% fare refund |
| Driver charged extra in cash | Full refund of excess + driver action |
| Trip ended early / driver dropped you mid-route | Pro-rata refund |
| Driver cancelled after pickup OTP shared without your consent | Booking fee refund + ₹50 inconvenience credit |
Surge component for completed rides is non-refundable except where the driver was at fault.
#3. Refund grounds — Parcel / courier
| Issue | Refund |
|---|---|
| Parcel not delivered (lost in transit) | 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) |
| Parcel rejected because contents are prohibited | No refund (see Acceptable Use Policy §3.1) |
#4. Refund grounds — Subscriptions (GMitra Max)
| Trigger | Refund |
|---|---|
| Cancel within 7-day free trial | No charge — full refund if any |
| Cancel after trial, before renewal | Benefits run to end of cycle; no partial refund |
| Annual plan, cancelled within 14 days | Pro-rata refund minus value of benefits used |
| Service unavailability in your city for 30+ consecutive days | Pro-rata refund of unused period |
Full terms in GMitra Max Subscription Terms.
#5. Payment failure refunds
| Scenario | What happens |
|---|---|
| Money debited, order not placed | Auto-reconciliation runs within 24 hours; refund initiated within 48 hours |
| Charged twice for the same order | Auto-detected by gateway-reference match; one charge reversed within 7 working days |
| UPI showing "pending" longer than 30 min | Raise dispute via app — we check Razorpay records and reverse if the second leg is incomplete |
| Wallet recharge stuck | If gateway confirms success but wallet not credited, reconciler updates within 4 hours; otherwise raise grievance |
When automatic reconciliation fails, file a grievance via Grievance Redressal Mechanism.
#6. Refund processing times
We initiate every refund within 24 hours of approval. Bank settlement time depends on your payment method.
| Method | Time to credit |
|---|---|
| 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 are not supported |
The Reserve Bank of India directs that refund timers are based on when the bank completes the credit, not when we initiate it. The gateway reference number shown in your refund record is what your bank needs to trace the credit.
#7. Non-refundable items
The following are not refundable once the underlying transaction is successful:
- Convenience fees (gateway / platform fee) once the order is accepted by the merchant
- Tips to the driver / delivery partner once the trip / delivery is completed
- Surge component for completed rides
- Donation add-ons (round-up, NGO contribution)
- Subscription fees outside their cancellation window (see §4)
- Penalty / inconvenience fees levied against you under Acceptable Use Policy
#8. Fraud, abuse and chargebacks
Repeated frivolous refund claims, evidence tampering, or coordinated chargeback attempts trigger an investigation. Refunds may be withheld for the disputed order until resolution. Repeated abuse leads to permanent termination of your account and may be reported to law enforcement. Genuine claims are never penalised — we err on the side of the customer when evidence is reasonable.
#9. How to track your refund
Profile → Wallet & Transactions → Refunds. Each refund shows:
- Order / trip ID
- Refund amount
- Date initiated
- Expected completion date
- Payment-gateway reference number — use this when calling your bank if the credit is delayed
#10. Statutory rights
This Policy is in addition to your rights under the Consumer Protection Act, 2019. Nothing here limits any statutory remedy you have.
#11. Contact
| Channel | Address |
|---|---|
| In-app | Profile → Help & Support → Raise a Ticket |
| Refund queries | payments@gatimitra.com |
| Escalation | grievance@gatimitra.com (Grievance Officer per IT Rules 2021) |
For the full escalation flow including DPO and external remedies, see Grievance Redressal Mechanism.
Owner: Payments & Operations