Refund Policy

This Refund Policy explains when you're entitled to a refund, how much, and how it's processed. It applies to all payments made to Gati Logistics Pvt. Ltd. for services booked through gati.com, our app, or by phone.

1. When refunds are issued

You're eligible for a refund in these situations:

1.1 Full refund (100%)

• You cancel more than 7 days before the scheduled move
• Gati cancels the booking for any reason
• Service is not delivered as agreed (e.g. wrong service category, no crew sent)
• Force majeure event prevents the move and cannot be rescheduled within 30 days

1.2 Partial refund

• You cancel within 7 days of the move (per our Cancellation Policy schedule)
• You scale down the booking (e.g. cancel some items but keep the move) — refund equals the price difference between original and revised quote
• Service was partially delivered and partially undelivered (refund equals undelivered portion)

1.3 No refund

• Service was fully delivered as agreed in the quote
• Cancellation made less than 24 hours before the move (per Cancellation Policy)
• You're claiming damage compensation — that's handled under our Damage Policy, not as a refund
• You no-show on the move day without notice

2. Refund amounts

Refunds are calculated based on the cancellation timing schedule in our Cancellation Policy. Briefly:

3. Refund processing

3.1 How long it takes

Refunds are initiated within 2 working days of approval. The actual time to reach your account depends on the original payment method:

• UPI / wallets (PhonePe, Google Pay, Paytm): 1–3 working days
• Credit cards: 5–7 working days (depending on your card issuer)
• Debit cards: 5–7 working days
• Net banking: 2–4 working days
• NEFT/RTGS transfer: 2–4 working days
• Cash payments: 7 working days via bank transfer to your designated account

3.2 Where the refund goes

Refunds are issued to the original payment method by default:

• Card payment → same card
• UPI → same UPI ID
• Net banking → same bank account
• Cash → bank account you specify (provide cancelled cheque or bank details)

If your original payment method is no longer active (e.g. card expired, account closed), we'll issue the refund to a verified bank account you provide. Verification requires a cancelled cheque or recent bank statement.

3.3 Refund reference

You'll receive an email with:

• Refund reference number (RRN)
• Refunded amount
• Original payment method
• Expected credit date range
• Customer support contact for follow-up

Save this reference. If the refund is delayed beyond the expected window, share this number with your bank or with us, and we can trace it.

4. Tax treatment of refunds

If GST was charged on the original invoice and a refund is issued:

• For full cancellations before service delivery: full GST is refunded along with the principal
• For partial refunds (e.g. service partially delivered): GST is refunded proportionally
• A revised tax invoice (credit note) is issued for your records

If you've already claimed GST input credit on your original invoice, you'll need to reverse that claim in your next return. Our credit note will help your accountant do this correctly.

5. Damage and service-quality refunds

This policy covers refunds for cancellations, service non-delivery, and pricing adjustments. It does NOT cover:

• Damage compensation: Handled under our Damage Policy
• Service-quality complaints: Goodwill refunds are issued case-by-case after investigation, typically 5–25% of the invoice
• Tip refunds: Tips paid directly to crew members are not refundable through Gati

6. Disputed refunds

If you believe a refund was incorrectly calculated, was delayed beyond the published timeframes, or was denied unfairly:

1. Email enquiry@gati.com.in with your booking ID and refund reference number
2. Attach payment screenshots or bank statements showing the issue
3. We'll investigate and respond within 7 working days
4. If unresolved, the dispute resolution process in our Terms and Conditions applies (Mumbai jurisdiction, arbitration available)

7. Chargeback policy

If you initiate a chargeback through your bank or card issuer for a service that was delivered as agreed:

• We'll contest the chargeback with documentation (delivery photos, signed acknowledgment, call recordings)
• If the chargeback is upheld in your favour by your bank, we may close future booking access until the matter is resolved
• We strongly prefer you reach out to us first via the dispute process — chargebacks should be a last resort

8. Contact

• 📞 +91-8274057237
• ✉️ enquiry@gati.com.in
• ✉️ For disputes: enquiry@gati.com.in
• 📍 Plot 24, Logistics Park, Andheri East, Mumbai 400069

Related policies: Cancellation Policy · Damage Policy · Terms and Conditions