Shipping & Delivery Policy

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

How GatiMitra delivers food, parcels, and ride services — coverage, timing, fees, and what happens if delivery fails. Mandated by Rule 5(2) of the Consumer Protection (E-Commerce) Rules, 2020.

#1. Services covered

#2. Service area

• Available in cities listed at https://gatimitra.com/cities. New cities added periodically.
• Within a city, service availability per pincode is shown in the app at the cart / booking screen.
• Some pincodes have time-window restrictions (e.g., evening-only delivery) shown before checkout.

#3. Delivery / arrival time

3.1 Food

• Estimated delivery time (EDT) is shown before checkout. EDT is an estimate based on: restaurant prep, distance, weather, time of day, partner availability.
• Actual time may vary by ±15 min. We do not guarantee EDT.
• If actual delivery exceeds the EDT by >30 min, you receive a wallet credit per the Refund Policy §A.3.

3.2 Rides

• Driver ETA at booking is the expected time to reach pickup. Updates live as the driver moves.
• Trip duration estimate is shown at booking; final fare uses actual time & distance per Aggregator Guidelines 2020.

3.3 Parcels

• Standard ETA at booking. Late delivery (>30 min beyond ETA) → ₹50 wallet credit + revised ETA notification.

#4. Delivery fees

Disclosed in full before payment. Components:

No hidden charges. Final amount is the amount shown at confirmation.

#5. Delivery / pickup process

5.1 Food & parcel

1. Order placed → partner assigned.
2. Live tracking with partner's first name, vehicle number, photo.
3. OTP shown on pickup (food: at restaurant) and delivery (handed to you).
4. If you cannot meet the partner, leave instructions in Delivery instructions.
5. Contactless delivery available — opt in at checkout.

5.2 Rides

1. Driver assigned → name, vehicle, plate, rating shown.
2. Walk to pickup point.
3. Share pickup OTP with driver before starting the trip.
4. Trip tracked live and shareable from Active ride → Share trip.
5. End trip → fare auto-charged → rate the driver.

#6. Failed delivery / no-show

6.1 Food / parcel — partner cannot reach you

• 3 call attempts + 1 in-app ping. If no response in 10 min, partner leaves the address.
• Food: order auto-cancelled, no refund (consumed by restaurant).
• Parcel: returned to sender, return-leg fee charged.

6.2 Ride — you don't arrive at pickup

• Driver waits 5 min free, then up to 5 min at ₹2/min waiting charge.
• Ride auto-cancelled after the waiting window. Cancellation fee + waiting charge applied.

6.3 GatiMitra cannot fulfil

If no partner is available within the operating window:

• Order/ride cancelled by us.
• 100% refund + ₹25 wallet credit for the inconvenience.

#7. Special handling

#8. Cash on Delivery (where supported)

• Available only for food orders ≤ ₹500.
• Exact change requested.
• Partner is not obliged to provide change > ₹100.
• If you refuse delivery on a COD order without valid reason, future COD privilege is suspended.

#9. Delivery to gated communities, offices, hospitals, schools

• Most communities require partner to wait at gate; you (or a security guard) collect.
• Communities with restrictive policies (no entry, ID mandatory) — accept delivery at the gate.
• Hospitals: partner delivers to reception only; please share the room number / ward in instructions.

#10. Inter-state / outstation rides

• Available between selected cities; toll, state-entry tax, return-leg, and night halt charges shown upfront.
• Driver permit limits (state vs. all-India) vary; the app filters available vehicles automatically.

#11. Rentals (hourly / daily cab)

• Booked in fixed packages (e.g., 4hr/40km, 8hr/80km).
• Excess km / hour charges shown at booking.
• Fuel: included unless explicitly stated as customer-paid.

#12. Scheduled deliveries / rides

• Pre-book up to 7 days in advance.
• Confirmed within 60 minutes of the scheduled time.
• If we cannot fulfil, you are notified by 4 hours prior + full refund + ₹50 wallet credit.

#13. Force majeure delays

We are not liable for delays caused by:

• Natural disasters (flood, earthquake)
• Civil disturbance, curfew
• Government restrictions (lockdown, route closure)
• Strikes affecting delivery partners
• Internet / power outages

In such cases, orders/rides may be paused, cancelled, or refunded as the situation requires.

#14. Liability cap

For loss, damage, or non-delivery, GatiMitra's liability is capped at:

This cap is in addition to your rights under the Consumer Protection Act, 2019.

#15. Insurance

• Selected ride types include rider injury cover; details shown on the ride confirmation.
• Parcel insurance (optional) up to ₹50,000 — opt in at booking, premium 1.5% of declared value.

#16. Disputes

Raise within 24 hours of delivery / trip end. See Refund & Cancellation Policy for refund grounds and Grievance Redressal Mechanism for escalation.

#17. Contact

Owner: Operations