Refund Policy
Effective Date: 2 Dec 2025
GoTej, a partnership ("we," "us," or "our") operates the GoTej (customer app) and GoTej Rider (agent app) platforms. This Refund Policy outlines when and how customers can receive refunds for payments made on our delivery services. All refunds are processed in accordance with Indian laws and our platform's operational requirements.
1. Eligible Refund Scenarios
Refunds are available only in these specific cases:
| Scenario | Refund Amount | Processing Time |
|---|---|---|
| No agent accepts task (within 2 hours) | 100% of booking amount | 24 hours |
| Customer cancels before agent acceptance | 100% of booking amount | 3-5 business days |
| Agent cancellation (admin-approved with proof) | 100% of booking amount | 3-5 business days |
| Failed delivery due to force majeure (natural disaster, government restrictions) | 100% of booking amount | 5-7 business days |
2. Non-Refundable Payments
No refunds will be issued for:
- Cancellation after agent acceptance (25% booking amount is non-refundable)
- Customer no-show at pickup/drop location
- Incorrect pickup/drop details provided by customer
- Package containing prohibited items
- Change of mind after task starts
- Agent reaches pickup location
Important: The 25% compulsory booking amount secures agent commitment and is non-refundable once accepted.
3. Refund Process
- Initiate Request: Use in-app "Cancel Task" or "Request Refund" button
- Provide Details: Submit reason and any required proof (screenshots, documents)
- Admin Review: Processed within 24-48 hours
- Refund Issued: Credited to original payment method (UPI, card, wallet)
- Confirmation: Email receipt with transaction ID
Refund Methods:
- UPI: Instant to 24 hours
- Cards: 3-7 business days
- Wallets: Instant
4. Partial Refunds
In exceptional cases (damaged package with proof), partial refunds may be issued at admin discretion after investigation.
5. Refund Exclusions
No refunds for:
- Delivery delays (traffic, train schedules, customs)
- Package loss/damage caused by customer packing
- Services already rendered (agent traveled to pickup)
- International delivery issues (customs clearance)
Prohibited Items (immediate cancellation, no refund):
- Hazardous materials, weapons, drugs, liquids, animals, illegal goods
6. Chargebacks and Disputes
- Unauthorized chargebacks will result in account suspension
- Legitimate disputes handled via in-app support first
- Final resolution by admin team
7. Taxes and Fees
- Refunds exclude applicable GST/taxes already collected
- No additional processing fees for eligible refunds
- 15% platform commission non-refundable
8. Force Majeure
Full refunds provided for cancellations due to:
- Natural disasters, pandemics, government lockdowns
- Nationwide transport disruptions
- Verified agent medical emergencies
9. Policy Updates
We reserve the right to modify this Refund Policy with 7 days notice via app notifications. Continued use constitutes acceptance.
10. Contact Support
For refund queries:
Email: contact@gotej.in
Response Time: 24 hours for all refund requests
By using GoTej apps, you agree to this Refund Policy. All decisions are final.