Refunds & Cancellation

You can cancel an order free of charge any time before a driver is assigned. Once a driver has accepted the order, a cancellation fee of ₹15 applies. Once the driver has reached the pickup location and is waiting more than five minutes, the wait charge (₹0.50/min) is also non-refundable. Cancellation after pickup is not possible from the customer app — call support at hello@tarasvin.app.

We may cancel an order if no driver can be matched within the published timeout, if the pickup or drop address is unsafe or unreachable, if the parcel violates our Acceptable Use rules, or in case of force majeure. We will refund any amount already debited.

Eligible for full refund: pre-dispatch cancellation by you; cancellation by us; failure to deliver due to our error. Eligible for partial refund (fare minus distance/time accrued): pickup completed but drop failed at no fault of yours. Not eligible: incorrect address provided by you; recipient unavailable after three attempted contacts; cargo refused by recipient.

Refunds are issued back to the original payment method. UPI and wallet refunds typically settle within 24 hours. Card refunds take 5–7 business days depending on your bank. COD orders are not eligible for monetary refund — disputes are resolved as account credit.

For loss or visible damage at handover, raise a claim within 24 hours via hello@tarasvin.app with photos and the order ID. Claims are settled up to the declared cargo value (capped at ₹10,000) within 14 business days. For higher coverage purchase optional shipment insurance at booking time.

If you disagree with a refund decision, reply to the same email thread within seven days. We will escalate to our operations lead and reply with a final decision within five business days. Unresolved disputes fall under the Governing Law clause in our Terms of Service.