Last updated: July 2025
This policy explains when and how refunds are processed and the conditions under which cancellations are allowed on the BharatGati platform.
1. Booking Cancellations
Before Driver Assignment
You may cancel a booking at any time before a Driver Partner has been assigned with no cancellation fee.
After Driver Assignment
Once a Driver Partner accepts your booking, cancelling the booking may incur a cancellation fee. The applicable fee, if any, will be displayed to you at the time of cancellation in the app. This fee compensates the Driver Partner for the time and distance already covered to reach the pickup location.
Auto-Cancellation
If no Driver Partner accepts your booking within the system timeout period, the booking is automatically cancelled with no charge.
2. Refund Eligibility
Refunds are applicable in the following situations:
- Duplicate payment: If you are charged twice for the same booking due to a technical error, the duplicate amount will be refunded in full.
- Failed delivery attributable to BharatGati: If a delivery fails due to reasons directly caused by the Driver Partner (e.g., driver did not show up after acceptance), the full fare will be refunded.
- Overcharge: If the final fare charged exceeds the amount shown at booking confirmation without valid reason, the excess amount will be refunded.
- Damage claims: Where BharatGati accepts liability for goods damage (see Terms of Service, Section 9), compensation is processed within 7–10 working days after claim approval.
3. Non-Refundable Situations
Refunds will not be issued in the following cases:
- Cancellation after driver assignment where cancellation fee applies
- Delivery completed successfully as booked
- Failed delivery due to incorrect address provided by the customer
- Failed delivery because consignee was unavailable at drop location
- Goods damage due to poor packaging by the customer
- BharatGati Wallet top-ups (non-refundable except as wallet credit)
4. Wallet Credits
BharatGati Wallet credits (including promotional credits such as the ₹100 signup bonus) are non-transferable and non-refundable as cash. They can only be used for bookings on the BharatGati platform and expire as per the terms of the specific promotion.
5. Refund Process
- Refund requests must be submitted to support@bharatgati.com within 7 days of the trip completion or incident.
- Approved refunds are processed within 7–10 working days from the date of approval.
- Refunds are credited to the original payment method (UPI, bank account, or card) or to your BharatGati Wallet, as applicable.
- Cash payments are refunded to your BharatGati Wallet.
6. Driver Partner Payouts
Driver Partner earnings are credited to their in-app wallet after each completed delivery. Payout transfers to the registered bank account are processed as per the schedule shown in the Driver app. BharatGati reserves the right to withhold payouts pending investigation of disputes, fraud, or policy violations.
7. Contact Us
For any refund or cancellation queries:
Email: support@bharatgati.com
Phone: +91 12345 67890
Hours: Monday to Saturday, 9:00 AM – 6:00 PM IST