Refund & Return Policy

1 Overview

Shram Sarthi is a digital marketplace that connects Customers with Service Providers (Majdoor, Karigar, Thekedar, Drivers, Machine Operators). Because we facilitate service contracts between two parties, our refund policy differs from traditional e-commerce return policies.

This policy applies to all bookings made through the Shram Sarthi mobile application or website. By making a booking, you agree to the terms set out in this policy.

Important: The Platform Fee (commission) charged by Shram Sarthi is non-refundable in all cases, as it covers the cost of technology, verification, and marketplace services.

2 Cancellation by Customer

Customers may cancel a booking through the app. The refund amount depends on the timing of cancellation relative to the booking:

Cancelled before Service Provider accepts: Full refund of the service amount to the Shram Sarthi Wallet. Platform Fee retained.
Cancelled within 30 minutes of Provider acceptance (Provider not yet en route): Full refund of the service amount. Platform Fee retained.
Cancelled after Provider departs / is en route: A cancellation fee of ₹50–₹200 (depending on service type and distance) is deducted. Remaining balance refunded to Wallet. Platform Fee retained.
Cancelled after service has commenced: No refund. Full payment is due to the Service Provider for work performed.
No-show by Customer (Service Provider arrived but Customer unavailable): No refund. A no-show fee equal to 50% of the booking value may be charged.

3 Cancellation by Service Provider

Provider cancels before departing: Customer receives a full refund of any advance amount paid. Shram Sarthi will attempt to find an alternative provider. Platform Fee is also refunded.
Provider cancels en route: Full refund including Platform Fee. Additionally, Shram Sarthi may offer a ₹50–₹100 courtesy credit to the Customer's Wallet as a goodwill gesture.
Service Providers who cancel frequently (more than 3 times in a 30-day period) will face account warnings or suspension.

4 Service-Specific Policies

🚕 Taxi & Auto Rickshaw:

Free cancellation within 5 minutes of booking confirmation.
After 5 minutes and before driver departs: ₹30 cancellation charge.
After driver departs: ₹50 + applicable distance charges.

🚛 Transport (Truck/Mini Truck/Tempo/Pickup):

Free cancellation up to 2 hours before scheduled pickup time.
Cancellation within 2 hours of scheduled time: 25% of booking amount deducted.
Cancellation after vehicle dispatch: 50% of booking amount deducted.

👷 Majdoor (Daily Labour):

Free cancellation up to 12 hours before scheduled date.
Cancellation within 12 hours: ₹100 per worker cancellation charge.
After worker arrives at site: Full day charges apply.

🔧 Karigar (Skilled Artisan):

Free cancellation up to 6 hours before scheduled appointment.
Cancellation within 6 hours: ₹150–₹300 cancellation charge depending on specialization.

🏗️ Thekedar (Contractor):

Contractor engagements involve project-based agreements. Cancellations are governed by the specific contract terms negotiated in-app. Shram Sarthi's Platform Fee is non-refundable.

🚜 Krishi Yantra & ⚙️ Nirman Machine (Machinery):

Free cancellation up to 24 hours before scheduled date.
Cancellation within 24 hours: 30% of the agreed rental amount deducted.
Cancellation on the scheduled day after machine dispatch: 60% deducted.

5 Refund Amounts — Eligibility

Refunds are only applicable on amounts pre-paid through the Platform (Wallet, UPI, card).
Cash payments made directly to Service Providers are not managed by Shram Sarthi and are outside our refund scope.
Refunds are processed only to the original payment source or Shram Sarthi Wallet — not to a different bank account or payment method.

6 Refund Processing Timeline

Shram Sarthi Wallet (instant): Approved refunds to your Shram Sarthi Wallet are processed immediately and reflected within minutes.
UPI: 1–3 business days.
Credit/Debit Card: 5–7 business days, depending on your bank.
Net Banking: 3–5 business days.

Once a refund is initiated, Shram Sarthi is not responsible for delays caused by banks or payment gateways. You may contact your bank if the refund does not appear within the stated timeline.

7 Quality Disputes & Unsatisfactory Service

If you are unsatisfied with a completed service, you may raise a dispute through the app within 24 hours of service completion. Shram Sarthi's support team will review the case:

We may request photos, chat transcripts, and other evidence from both parties.
Resolution timelines: 3–7 business days.
If the dispute is upheld in the Customer's favour, a partial or full refund may be issued to the Wallet at Shram Sarthi's discretion.
Repeated or fraudulent dispute claims may lead to account suspension.

Note: Shram Sarthi does not guarantee the quality of work performed by independent Service Providers but will mediate in good faith.

8 Non-Refundable Charges

The following are non-refundable under all circumstances:

Shram Sarthi Platform Fee / Commission on any booking
Convenience charges added by payment gateways
GST charged on Platform Fee
Advance amounts where service has been fully rendered
Reward points or bonuses credited to your account

9 How to Request a Refund

To request a refund:

Step 1: Open the Shram Sarthi app → Go to "My Bookings".
Step 2: Select the relevant booking → Tap "Cancel" or "Raise Dispute".
Step 3: Provide the reason for cancellation/dispute.
Step 4: Submit — you will receive a confirmation with an estimated refund timeline.

Alternatively, contact our support team at support@sarthi.app or call 1800-000-0000 (Mon–Sat, 9am–6pm IST).

10 Fraud Prevention

Shram Sarthi monitors for fraudulent refund claims. Any attempt to exploit this policy through false cancellations, fake disputes, or collusion will result in:

Permanent account suspension
Blacklisting from the Platform
Recovery of fraudulently obtained amounts
Legal action under applicable Indian laws

11 Policy Changes

Shram Sarthi reserves the right to modify this Refund Policy at any time. Changes will be communicated through in-app notifications. The policy applicable at the time of your booking will govern that specific booking's refund terms.