Refund & Cancellation Policy

Registration & Platform Fees

• Registration Fees: Onboarding and registration fees are non-refundable under any circumstances.
• Platform Fees: Platform booking fees are refundable only if a driver has not yet accepted the trip. Once a driver accepts the trip, the platform fee becomes strictly non-refundable.

Waiting Charges (Demurrage)

General waiting charges apply if a driver is made to wait beyond the standard allocated loading or unloading times. These charges will be added to the final invoice and are payable by the factory.

Cancellation by customer

Free Cancellation Window: If a factory user cancels the booking before any driver accepts the trip, there is no cancellation fee and the factory receives a refund of the whole platform fee.

Cancellation by driver

Live Trips: Drivers cannot cancel live trips.

Scheduled Trips: Drivers can only cancel a scheduled trip if there are at least 24 hours remaining before the scheduled trip time. If a driver fails to start a scheduled trip within 15 minutes of the scheduled time, they will receive a penalty. Accumulating 3 penalties will result in account suspension.

Refund eligibility

Refunds may be issued in the following cases:

• Duplicate booking
• Driver no-show
• Overcharged fare due to system error

Non-refundable cases

• Incorrect pickup/drop address entered by customer
• Loading delay beyond 15-30 minutes
• Restricted goods or improper packaging
• Customer misuse of the platform

Refund processing timeline

Once the refund is approved it will take 7 working days to credit to your original payment method.

Dispute resolution

• Customer submits complaint via app or email
• Support reviews POD, GPS logs and driver statements within 48 hours
• Final resolution issued within 5 working days

Goods liability disclaimer

ChhakdaWala is a technology platform connecting customers and independent drivers. We do not provide transit insurance and are not liable for any loss, damage, or theft of goods during transit. Liability is limited to the platform commission amount unless misconduct is proven.

Fare adjustment policy

Fare may be revised in case of:

• Distance mismatch
• Traffic diversions
• Updated toll or parking charges

Contact for refunds

• Company Name and Address: CHHAKDAWALA, 12 RAMESHVAR PARK INDUSTRIAL AREA, SURVEY NO-46, PLOT NO-56, B/H PRANAV FORGING, VRUNDAVAN GAUSHALA 50 FEET ROAD, VAVDI, RAJKOT, Gujarat, India, 360004
• GSTIN: 24AYUPJ5653L1ZR
• Email: support.chhakdawala@gmail.com
• Phone: +91 90999 84614
• Support Hours: 9 AM to 9 PM (Mon-Sat)

Policy changes

ChhakdaWala reserves the right to update this policy at any time.