Refunds & cancellations

Every payment and dispatch flow on Braj is idempotent and reversible by design. This policy explains how cancellations and refunds work across verticals.

Cancellations

• Rides: you can cancel before a driver arrives; a cancellation fee may apply only as disclosed at the time, consistent with applicable aggregator guidelines.
• Food, kirana & pharmacy: you can cancel before a merchant accepts or begins preparing your order. Once preparation starts, a partial charge may apply for perishable or made-to-order items.
• Parcel & errands: you can cancel before pickup; a fee may apply once a partner has been dispatched, as disclosed.

Failed or undelivered orders

If an order fails, is undelivered, or arrives materially not as described, you are eligible for a refund or redelivery. Failure paths are explicit and auditable, and COD orders are reconciled transparently.

Refund method & timing

Refunds are returned to your original payment method or Braj wallet. Wallet refunds are typically immediate; refunds to a bank or UPI instrument follow the payment provider’s standard timeline. Because money flows are idempotent, you are never double-charged on a retry.

Regulated and prescription items

Some items (such as prescription medicines) are subject to additional verification and may have specific return restrictions under applicable law.

Raising a refund issue

Raise any refund or order issue through in-app support, or email braj@ekarche.com. Unresolved complaints can be escalated via grievance redressal.