Rider Refund Policy

Effective Date: 21-07-2026

This Refund Policy ("Policy") explains how refunds are handled for the various payments a Rider/Delivery Partner ("Rider", "you") makes to GatiMitra On-Demand Services Pvt. Ltd. ("GatiMitra", "we", "us") through the GatiMitra Rider Application or during onboarding. Please read it together with our Terms and Conditions. By making any payment to GatiMitra, you agree to the terms set out below.

1. Types of payments covered

   As a Rider you may be asked to pay one or more of the following. Each has its own refund treatment, described in the sections that follow:

   • Onboarding fee — a one-time fee toward verification, activation, and onboarding.
   • Subscription / membership fee — a recurring or period-based fee to access the platform.
   • Penalties / fines — charges levied for cancellations, no-shows, policy breaches, or customer complaints.
   • Security deposit (where applicable) — a refundable deposit against equipment or dues.
   • Wallet recharges / top-ups — amounts you add to your in-app wallet.
   • Kit / equipment charges — charges for delivery bags, jackets, or other gear.
2. Onboarding fees — refundable if you cannot onboard

   Your onboarding fee is refundable if you are ultimately unable to onboard onto the platform. This includes situations such as:

   • GatiMitra is unable to activate you in your area (for example, no serviceable zone or no rider slots).
   • Your application is rejected by GatiMitra after the fee was collected, for reasons not involving fraud or misrepresentation by you.
   • A technical or verification failure on our side prevents your account from going live.
   • You withdraw your application before onboarding is completed and before your account is activated.

   The onboarding fee is not refundable where you have successfully onboarded and become eligible to take trips, or where onboarding could not be completed because of your own actions — for example, submitting forged or invalid documents, failing background or eligibility checks due to misrepresentation, or repeatedly failing to complete required steps despite reasonable opportunity.

3. Subscription / membership fees — non-refundable

   Subscription or membership fees give you access to the platform for a defined period. Once a subscription is activated, the fee is non-refundable, in full or in part, including where:

   • You choose to stop using the platform before the subscription period ends.
   • You are inactive, take no trips, or take fewer trips than expected during the period.
   • Your account is suspended or terminated because of a policy breach on your part.

   No pro-rata or partial refund is provided for unused days of an activated subscription. If a subscription was charged in error (for example, a duplicate charge or a billing failure on our side), that erroneous charge will be refunded on verification.

4. Penalties — refundable when the fault is not yours

   Penalties are charges applied for events such as order cancellations, no-shows, late or failed deliveries, or customer complaints. Our approach to penalty refunds is designed to be fair:

   • No fault on your part — refundable. If a penalty was charged for something that was not your fault (for example, an app or GPS error, a merchant delay, an incorrect customer address, unsafe conditions, or a wrongly registered complaint), the penalty will be reversed once verified.
   • Fault on your part — open to discussion. Even where a penalty was validly applied for a genuine fault, we are still willing to review and discuss your case. Depending on the circumstances, your history, and the severity, we may waive, reduce, or uphold the penalty at our reasonable discretion.

   To contest a penalty, raise a ticket through the Rider App with the order/reference details and any supporting evidence (screenshots, photos, notes). We aim to review penalty disputes promptly.

5. Security deposits — refundable after dues clearance

   Where a refundable security deposit was collected, it is returned to you when you leave the platform or return the associated equipment, after deduction of any outstanding dues, damages, or pending penalties, and provided your wallet balance is not negative. Deposits are processed once your account is fully settled and offboarded.

6. Wallet balances — returned if positive

   Any positive balance in your in-app wallet can be refunded to your registered bank account when you offboard, after settlement of all dues, penalties, and adjustments. Refunds cannot be processed while your wallet balance is negative — the outstanding amount must be cleared first. Wallet top-ups already consumed toward platform charges are not refundable.

7. Kit / equipment charges

   Charges for delivery bags, jackets, or other equipment are generally non-refundable once the item has been issued to you and used. Unused equipment returned in good condition within a reasonable time may be eligible for a refund or exchange at our discretion. Faulty or damaged equipment received from us will be replaced free of charge.

8. How to request a refund

   All refund requests must be raised through the GatiMitra Rider App:

   • Open the Rider App and go to Help / Support and Raise a Ticket.
   • Select the relevant category (onboarding fee, penalty, wallet, etc.).
   • Describe your request and attach supporting evidence where available.
   • You may also email us at partnerhelp@gatimitra.com with your Rider ID and details.
9. Refund method, timelines & deductions

   Approved refunds are made to the original payment method or your registered bank account. After approval, refunds are typically processed within 5–7 business days, though the time for the amount to reflect depends on your bank or payment provider. We may deduct applicable payment-gateway charges, taxes, or outstanding dues from the refund amount. GatiMitra is not responsible for delays caused by banks or third-party payment providers.

10. Fraud, misuse & discretion

    Refunds may be declined where we reasonably suspect fraud, abuse of this Policy, or misrepresentation. Nothing in this Policy limits any right you may have under applicable law. Where this Policy gives GatiMitra discretion, that discretion will be exercised reasonably and in good faith.

11. Changes to this Policy

    We may update this Refund Policy from time to time. The "Effective Date" above reflects the latest version. Material changes will be notified through the Rider App or by email. Continued use of the platform after changes means you accept the updated Policy.

Related: Terms and Conditions, Privacy Policy, and Account Deletion.