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Cancellation & Refund Policy

Effective Date: February 15, 2026 Version: 1.0

PART 1: CANCELLATION POLICY

1. USER APP CANCELLATION (Customer)

No cancellation policy applies for User.

2. JARURAT CONNECT CANCELLATION (Providers)

2.1 Provider Cancellation Rules
  1. <15 min notice: ₹20 penalty deducted from wallet
  2. 15-30 min: ₹10 penalty
  3. >30 min: No penalty (valid reason required)
  4. 3 Cancellations/Week: Account suspension for 7 days
  5. 5 Cancellations/Week: Permanent ban
2.2 Valid Excuses (No Penalty)
  1. Traffic jam (Google Maps screenshot required)
  2. Vehicle breakdown (photo proof required)
  3. Medical emergency (doctor note required)
  4. Customer unreachable (call logs required)

3. JARURAT GO CANCELLATION (Rides/Delivery)

3.1 Customer Cancellation

No Cancellation Policy applies for User.

3.2 Driver Cancellation
  1. Repeated cancellations = rating drop

4. DISPUTE RESOLUTION PROCESS

  1. Step 1: Screenshot + chat support
  2. Step 2: Escalation to manager
  3. Step 3: Final decision binding
  4. Step 4: Arbitration (Jaipur jurisdiction)

5. CONTACT DETAILS

  • Email: jarurat.services@gmail.com
  • Phone: 9001928273 | 9001928243
  • Support Hours: Mon-Sat, 10:00 AM - 6:00 PM IST
  • Jurisdiction: Jaipur, Rajasthan

PART 2: REFUND POLICY

1. ELIGIBLE REFUNDS (Full 100%)

Platform Issues:

  • App crash during booking
  • Double charge
  • Payment gateway error

2. REFUND DISPUTE PROCESS

  1. Level 1: App Chat
  2. Level 2: Email jarurat.services@gmail.com
  3. Level 3: Phone: 9001928273, 9001928243 (working hours)
  4. Level 4: Arbitration (Jaipur jurisdiction)

Required Proofs:

  • Screenshots (app + payment confirmation)
  • Location (Google Maps or GPS proof)
  • Timestamps (transaction time)
  • Chat logs (communication with provider)

CONTACT DETAILS

  • Email: jarurat.services@gmail.com
  • Phone: 9001928273 | 9001928243
  • Support Hours: Mon-Sat, 10:00 AM - 6:00 PM IST
  • Jurisdiction: Jaipur, Rajasthan

Version History

  • v1.0 - February 15, 2026 - Initial Policy Document

Disclaimer

This policy is subject to change at Jarurat's sole discretion. Users will be notified of any changes 30 days in advance. Continued use of the platform after policy updates constitutes acceptance of new terms.