Refund Policy

Introduction

This Refund Policy explains how Mera Shathi Service Pvt. Ltd. handles cancellations, refunds and payment-related requests associated with our services.

This policy should be read together with our Terms & Conditions and Privacy Policy.

Refund eligibility may depend on the type of transaction, applicable service conditions, cancellation timing and the circumstances surrounding the transaction.

Applicable Payments

This policy may apply to payments made for transportation services or other paid services made available through Mera Shathi.

The payment amount may depend on the applicable service category, route, distance, time, availability and other relevant service conditions.

• Ride or transportation charges.
• Applicable cancellation charges.
• Other charges displayed or communicated as part of an applicable service.

Cancellation & Refunds

A user may be able to cancel a booking depending on the applicable booking process and service conditions.

Whether a cancelled booking qualifies for a refund may depend on when the cancellation occurs, whether the ride has started and the circumstances surrounding the cancellation.

Where a refund is applicable, the amount may be processed according to the applicable transaction and refund conditions.

Eligible Refund Situations

Subject to the applicable service conditions, a refund may be considered in situations such as:

• A payment was successfully completed but the requested service could not be provided.
• A transaction was charged more than once for the same applicable service.
• A payment was received for a service that was cancelled by Mera Shathi and the applicable conditions provide for a refund.
• A payment issue is confirmed after review by Mera Shathi or the relevant payment service provider.

Refund eligibility is determined based on the relevant transaction records and applicable service conditions.

Non-Refundable Situations

A refund may not be available in every cancellation or service situation. Depending on the applicable conditions, refunds may not be available for:

• Services that have already been completed.
• Cancellation after an applicable cancellation period.
• Situations where applicable cancellation charges apply.
• User-related circumstances that prevent the service from being completed after the applicable service has been provided or committed.
• Transactions that do not meet the applicable refund requirements.

Specific circumstances may be reviewed individually where appropriate.

Payment Failures

Sometimes a payment may appear to have been deducted from a user's account while the booking or service confirmation is not completed.

Such transactions may require verification through the applicable payment provider before the final status can be confirmed.

• Keep the transaction reference or payment confirmation where available.
• Contact Mera Shathi support if the payment status remains unresolved.
• Additional verification may be requested to investigate the transaction.

Duplicate Payments

If the same service appears to have been charged more than once, the transaction records may be reviewed to determine whether a duplicate payment occurred.

Where a duplicate charge is confirmed, the applicable additional amount may be considered for refund subject to verification.

Users should provide relevant transaction details when reporting a suspected duplicate payment.

Refund Processing

Once a refund is approved or confirmed, processing may depend on the payment method and the applicable payment service provider.

The time required for the refunded amount to appear in the user's account may vary depending on the financial institution, payment provider or payment method.

• Refunds may be processed through the original payment method where applicable.
• Transaction verification may be required before processing.
• Bank or payment-provider processing times may vary.

Driver Partner Payments

Driver Partner earnings and payouts may be subject to the applicable Driver Partner arrangements, completed services, verification requirements and payment processing procedures.

Driver Partner payment questions should include relevant application, ride or transaction information so that the matter can be reviewed.

This Refund Policy does not replace any separate Driver Partner payment terms or operational requirements that may apply.

Disputed Transactions

If you believe that a payment, cancellation charge or refund has been incorrectly processed, contact Mera Shathi with the relevant transaction details.

We may review available booking, payment and service records to investigate the matter.

• Transaction reference, where available.
• Date and approximate time of payment.
• Relevant booking or ride information.
• Payment method used.
• Description of the issue.

Changes to This Refund Policy

Mera Shathi may update this Refund Policy from time to time to reflect changes in our services, payment processes, operational practices or applicable requirements.

Any updated version will be published on this page and the "Last Updated" date will be revised where appropriate.