Our support team assists merchants using partner.gatimitra.com and the GatiMitra Merchant app. For legal documents, also see Terms of Service, Privacy Policy, and Partnership Agreement.
Help & Support
How merchant partners can get help with onboarding, orders, payments, legal documents, and account issues on GatiMitra.
Effective Date: 3 July 2026Last Updated: 3 July 2026Version: 1.0
Important Agreement
Our support team assists merchants using partner.gatimitra.com and the GatiMitra Merchant app. For legal documents, also see Terms of Service, Privacy Policy, and Partnership Agreement.
1Contact channels
| Topic | When to use | |
|---|---|---|
| General merchant support | support@gatimitra.com | Orders, menu, portal, app, onboarding |
| Payments & settlements | support@gatimitra.com | Payouts, wallet, invoices, TDS |
| Legal & agreements | legal@gatimitra.com | Contracts, terms, compliance |
| Privacy & data | privacy@gatimitra.com | Data access, correction, grievances |
| Trust & safety | trust@gatimitra.com | Fraud, harassment, policy violations |
We aim to respond within 2–3 business days for standard queries; urgent operational issues are prioritised during business hours.
2Before you contact us
Please keep ready:
- Your merchant ID or registered email / phone
- Store ID (e.g. GMMCxxxx)
- Order ID or transaction reference (for payment issues)
- Screenshots or documents where relevant
3Common topics
Onboarding & partnership
- Store approval status, document re-upload, agreement copy — support@gatimitra.com
- Digital partnership form signed during onboarding is your binding agreement copy.
Orders & operations
- Order rejections, compensation debits, prep time — see Service Policies
- Menu, pricing, hours — update via partner portal or merchant app
Payments & wallet
- Ledger entries, negative balance, settlement delay — email support with store ID and date range
- Refund of platform fees — see Service Policies §1
Account & access
- Login, OTP, or staff access — support@gatimitra.com
- Delisting or termination requests — support@gatimitra.com (outstanding dues must be cleared)
4Grievance redressal
For privacy or data grievances under DPDPA:
- Email: grievance.officer@gatimitra.com
- Include your store details and a clear description of the issue.
5Registered office
| Legal name | GATIMITRA ON DEMAND SERVICES PRIVATE LIMITED |
| Address | Vill-Maulanagar, Post-Majhwe Nawada, Hisua, Bihar, India |
6Emergency
For emergencies involving customers or delivery partners during an active order, contact local authorities first, then notify GatiMitra at support@gatimitra.com with order ID.