1. Scope
This policy applies to within-city deliveries, which are live first in Hyderabad. Outstation shipments are coming soon; when they open, any additional cancellation terms for them will be shown at booking (see Section 10).
2. Cancelling before a driver is assigned
You can cancel a booking from the app at any time before a driver-partner is assigned. No cancellation fee applies, and if you paid online, the full amount is refunded.
3. Cancelling after a driver is assigned
Once a driver-partner has been assigned or is on the way to pickup, a cancellation fee may apply, as shown in the app at the time of cancellation. The fee compensates the driver-partner for time and travel. If you paid online, the amount paid minus the cancellation fee is refunded.
4. After pickup
Once the goods have been picked up and the pickup OTP verified, the booking can no longer be cancelled in the app. If you need the goods stopped or returned, contact us through the app or at hello@bookroket.com and we will try to help. Charges for the trip already performed, and for any return trip, apply as shown in the app.
5. Cancellations by Bookroket or the driver-partner
You pay no cancellation fee, and anything you paid online is refunded in full, if:
- we cannot match a driver-partner to your booking;
- the assigned driver-partner cancels, or does not arrive within the booked pickup slot, and we cannot assign another in time;
- we cancel the booking for an operational reason that is not your fault.
6. Waiting time and failed pickups
Each booking includes a free waiting window at pickup and at drop. Waiting beyond that window may be charged at the rate shown in the app, and the charge is added to the final amount.
If the driver-partner reaches the pickup address but the goods are not ready, the address cannot be accessed, no one is available to hand over the goods, the pickup OTP is not provided, or the goods are prohibited or do not match the booking, the pickup may be marked as failed. A failed pickup for any of these reasons is treated as a cancellation after assignment, and the cancellation fee shown in the app may apply.
7. To-Pay bookings
Where To-Pay is enabled, the receiver pays at delivery by UPI or cash, so nothing is collected in advance and no refund is due if the booking is cancelled before pickup. If a To-Pay booking is cancelled after a driver-partner is assigned, or the receiver refuses to pay at delivery, the customer who made the booking remains responsible for any cancellation fee or trip charges shown in the app.
8. Failed payments and double charges
If money is debited but the booking is not confirmed, or you are charged twice for the same booking, the extra amount is refunded in full. Payments usually reverse automatically; if yours has not, write to us with the payment reference and booking phone number.
9. How refunds are paid
- Refunds go back to the original payment method (the UPI account or card you paid with).
- We initiate approved refunds promptly. Once initiated, the credit usually reaches your account within 5 to 7 business days, depending on your bank or card issuer.
- Cash paid on a To-Pay booking is refunded by UPI or bank transfer to the person who paid, after we verify their details.
- Where a refund changes the amount charged, the GST invoice is adjusted by a credit note.
10. Outstation bookings
Outstation shipments are not yet bookable. When they open, cancellation fees and refunds will depend on how far the shipment has progressed (for example, before pickup, after pickup, or after it has left the origin hub), and the applicable terms will be shown in the app before you book and before you confirm any cancellation.
11. Questioning a charge
If you think a fee, waiting charge or fare is wrong, write to hello@bookroket.com within 7 days of the booking with the LR number and the reason. We will review the trip records, tell you the outcome, and refund any amount charged in error. If you are not satisfied, you can escalate to our Grievance Officer at hello@bookroket.com with the subject line "Grievance"; we aim to resolve grievances within 30 days of receipt.
12. Your rights as a consumer
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. You may approach the appropriate Consumer Commission in addition to, or instead of, our internal process.