Cancellation Policy
Effective Date: 2 Dec 2025
GoTej operates the GoTej (customer app) and GoTej Rider (agent app) platforms. This Cancellation Policy outlines the rules for cancelling delivery tasks to ensure fairness between customers, agents, and the platform.
1. Customer Cancellations (GoTej App)
Before Agent Acceptance:
- Full Refund: Cancel anytime before an agent accepts your task.
- 100% refund of the 25% booking amount to your original payment method.
- No cancellation fees apply.
After Agent Acceptance:
- No Refund: Once a verified agent accepts your task, the 25% booking amount is non-refundable.
- This compensates the agent for committing to your delivery route and time.
No Agent Available:
- If no agent accepts your task within 2 hours, the full booking amount will be automatically refunded.
- You can rebook the task later.
2. Agent Cancellations (GoTej Rider App)
Valid Reasons for Cancellation:
Agents may cancel accepted tasks only for these reasons:
- Medical emergency or personal unavoidable circumstances
- Travel disruption (train cancellation, flight delay with proof)
- Package pickup location inaccessible
- Customer not available at pickup location after 30 minutes wait
Cancellation Process:
- Select "Cancel" in the app
- Provide valid reason and upload proof (medical certificate, train cancellation SMS, etc.)
- Admin approval required within 24 hours
Consequences of Agent Cancellation:
- First cancellation: Warning notice
- Second cancellation: 7-day suspension
- Third cancellation: Permanent account suspension
3. Policy Changes
We may update this Cancellation Policy with 7 days notice via app notifications. Continued use constitutes acceptance.
4. Contact Support
Email: contact@gotej.in
By using GoTej apps, you agree to this Cancellation Policy.