Refund Policy

1. Eligibility for Refund

A full refund of the delivery fee is issued in the following cases:

• The traveller did not pick up the parcel within the agreed timeframe and the booking expires
• The traveller cancels the delivery after accepting the request and before pickup
• CarryMitra is unable to find a suitable traveller for your route within the specified validity period
• A duplicate charge or payment error is confirmed by our finance team

2. Cancellation Rules

The following cancellation rules apply for senders:

• Before traveller accepts: Full refund of any advance payment, minus platform fee of ₹5
• After traveller accepts, before pickup: 70% refund of the delivery fee
• After pickup: No refund. The parcel is in transit and the traveller has fulfilled their commitment
• After delivery confirmed: No refund under any circumstances

To cancel a booking, navigate to "My Parcels" in your dashboard and use the cancel option on the relevant parcel.

3. Refund Processing Time

Once a refund is approved, the timeline is as follows:

• Wallet refund: Instant — returned to your CarryMitra wallet balance
• UPI refund: 1–3 business days
• Bank account / debit card: 5–7 business days depending on your bank
• Credit card: 5–10 business days depending on your card issuer

Processing timelines begin from the date the refund is approved, not the date of the original request.

4. Non-Refundable Cases

Refunds will not be issued in the following situations:

• Delivery has been successfully confirmed by the recipient
• The parcel was not ready for pickup at the agreed time and the traveller had to leave
• The parcel contents violated our prohibited items policy
• Inaccurate description of the parcel (weight, size, or nature) led to the traveller being unable to carry it
• Chargeback disputes initiated outside of CarryMitra's resolution process
• Service fees, platform commissions, and convenience charges

5. Dispute Resolution

If you believe a refund was incorrectly denied, you may raise a dispute within 7 days of the decision. To do so, contact our support team at support@carrymitra.com with your booking reference, relevant screenshots, and a description of the issue. Our team will investigate and respond within 3 business days.

6. Policy Updates

This Refund Policy may be updated periodically. Any changes will be communicated to registered users via email. Continued use of the platform after updates constitutes acceptance of the revised policy.