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TankerGo Refund & Cancellation Policy
For customers of TankerGo. Last updated: [date of publishing].
This policy explains when you can cancel an order, what it costs, and how refunds are paid. It forms part of the Customer Terms of Service.
1. Cancelling an order
| When you cancel | Charge |
|---|---|
| Within 60 seconds of booking | Free |
| Before a driver is assigned | Free |
| After a driver is assigned, before they arrive | Cancellation fee of [Cancellation fee], shown in the app before you confirm |
| After the driver has arrived | Cannot be cancelled in the app — contact support |
If we or the fleet owner cancel your order, or no driver accepts it, you are not charged.
2. When you get a refund
- No driver found: full refund of anything you prepaid, or search again (up to 3 times).
- Cancelled by TankerGo or the fleet owner: full refund.
- You cancel: full refund, less any cancellation fee that applies.
- Short or wrong delivery (less water than ordered, the wrong water type, or sewer work not done as ordered): report it through Help within [48 hours] of delivery. After checking the order records, photos and delivery code, we refund the affected part or the whole order.
- Water quality concerns: report them through Help as soon as possible; we investigate with the fleet owner and refund where the complaint is upheld.
- Duplicate or failed payments: if you were charged but the order was not created, or charged twice, the extra amount is refunded automatically.
3. How refunds are paid
| You paid by | Refunded to | Time |
|---|---|---|
| UPI or card | The same UPI ID or card, through Razorpay | [Refund timeline] working days after approval, depending on your bank |
| TankerGo wallet | Your TankerGo wallet | Immediately after approval |
| Cash on delivery | Your TankerGo wallet, or your bank account on request | [Refund timeline] working days after approval |
If you paid with both wallet and UPI or card, each part goes back to where it came from. A coupon used on a refunded order may not be reusable.
4. Subscriptions
Each subscription delivery is a separate order and follows this policy on its own. Pausing or cancelling a subscription does not refund deliveries already made.
5. Not refundable
- Deliveries completed as ordered and confirmed with your delivery code, unless a complaint under section 2 is upheld.
- Delays caused by wrong address, floor or contact details you gave, or by nobody being available to receive the delivery.
6. Contact
Raise refund requests through Help in the app, or contact [support phone] / [grievance@tankergo.com].
Grievance Officer: [Grievance Officer name], [Registered address].