Merchant Service Policies

1Refund policy (platform fees)

• Payments to GatiMitra—including onboarding fees, subscriptions, plan upgrades, and other platform charges—are non-refundable once successfully processed.
• Refunds or reversals may be considered only for duplicate charges, service failure (fee taken but service not provided), or erroneous debits, at GatiMitra's discretion after verification.
• Approved refunds are processed within 5–10 business days; bank reflection time may vary.
• Change of mind, partial use of subscription, or disputes aligned with agreed commission terms are not refundable.

2Order cancellation & compensation

• Rejecting or cancelling orders after acceptance may trigger customer compensation debited from your merchant wallet.
• Compensation is calculated per order stage (preparing, ready, picked up) and net order value.
• Frequent cancellations affect visibility and may lead to suspension.
• Customer cancellations within grace period, or merchant-approved cancellations, may not attract compensation.
• Mark orders ready only when genuinely ready — accuracy is monitored.

3Settlements & payouts

• Settlements follow the schedule in your active partnership agreement.
• Deductions may include commission, taxes, wallet debits, chargebacks, ads, subscriptions, and adjustments.
• Negative wallet balances may be recovered from future settlements.
• Settlement disputes must be raised via support@gatimitra.com with order / ledger references.

4Subscriptions & plan changes

• Subscription and plan upgrade charges are billed as per selected billing cycle.
• Downgrades or cancellations take effect per plan terms communicated at purchase.
• Promotional credits and onboarding benefits are subject to eligibility and expiry rules.

5Menu, pricing & availability

• Menu items, prices, and stock must be accurate in real time.
• Pricing on GatiMitra must not exceed your standard in-outlet price for the same item (unless platform-approved promotion applies).
• Operating hours and item availability must reflect actual kitchen capacity.

6Quality, hygiene & compliance

• Maintain FSSAI (or equivalent) compliance and food-safety standards.
• Packaging must be suitable for delivery transit.
• GatiMitra may delist outlets for substantiated hygiene or safety complaints.

7Support & disputes

• Operational issues: support@gatimitra.com
• Payment / settlement queries: include merchant ID, store ID, and transaction references.
• Trust & safety: trust@gatimitra.com

8Policy updates

GatiMitra may update these policies. Material changes will be communicated via the partner portal or merchant app. Latest version is always available at /service-policies.

9Contact