Cancellation & Refund Policy

1. Non-refundable on cancellation

All payments made on Kartmae for grocery orders, restaurant orders, hotel bookings, rental bookings (bike/scooty), taxi rides and mechanic requests are final and non-refundable once the payment is successfully completed. Cancellation by the customer after payment will not result in a refund. By proceeding to pay, you accept this condition.

2. Cancellation is still allowed

You may still cancel an order or booking from your account if it is in a cancellable stage (i.e. not yet handed over, checked-in, completed or in transit). The booking will be marked cancelled, but no refund will be processed for the amount paid.

3. Cash on Delivery (COD)

For grocery orders placed under Cash on Delivery, no payment is collected upfront, so cancellation simply releases the order — there is nothing to refund. Once the rider has been dispatched, cancellation may be subject to handling charges.

4. Exceptions — when a refund may be approved

Kartmae will only process a refund in these limited cases:

• Partner / merchant cannot fulfil the order — e.g. the rental store, hotel or restaurant rejects the booking after you have paid. In this case the amount is refunded automatically by Kartmae to the original payment method.
• Duplicate or technical payment — if you were charged more than once for the same booking due to a payment-gateway error.
• Damaged or defective product — for grocery items, if the goods delivered are damaged or expired, raise a complaint within 24 hours of receipt and our team will determine a replacement or refund. This does not apply to perishables once accepted.
• Service not delivered — if the service you paid for was not provided at all (e.g. taxi did not arrive, mechanic could not be dispatched), report it to support; an internal review will determine refund eligibility.

5. How approved refunds are processed

When a refund is approved under one of the exceptions above, it is initiated to the original payment method (UPI / card / netbanking / wallet) within 1-2 working days. Banks typically take 3-5 working days to credit the amount back to your account.

6. Raising a refund claim

For any refund-eligible case above, contact us within 24 hours of the incident:

• WhatsApp: +91 7454925625
• Email: kartmae.official@gmail.com

Include your booking / order number, the reason, and any supporting photos. Kartmae reserves the right to make the final decision on refund eligibility.

7. Acceptance

By placing an order or booking on Kartmae and completing payment, you acknowledge and agree that cancellation will not result in a refund except in the limited cases listed in section 4.