Refund & Cancellation Policy
Last updated: October 7, 2026
This policy outlines the terms and conditions for refunds and cancellations on the Bharat Load platform.
Full Refund If They Cancel
If the other side cancels a booking, your platform fee is refunded in full, unless fees for a confirmed booking are set as non-refundable; the app says which applies
Fee Forfeited If You Cancel
Cancelling a confirmed booking forfeits your own platform fee
Processed via Payment Gateway
Refunds go back through Razorpay or Cashfree to your original payment method
Before the Platform Fee Is Paid (No Charge)
- Either side can cancel any time before an offer is accepted and the platform fee is paid
- There is nothing to refund because no fee has been charged
After the Platform Fee Is Paid, Before Pickup
- The side that cancels forfeits their own platform fee; it is retained by Bharat Load
- If one side backs out while the platform fees are still being paid, the other side is always refunded their platform fee in full
- Once the booking is confirmed, the side that did not cancel is refunded their platform fee in full, unless Bharat Load has set platform fees as non-refundable for cancellations; the cancellation screen states which applies before you confirm
- There is no partial or percentage-based refund — the fee is either kept in full or refunded in full
After Pickup Has Started
- The booking can no longer be cancelled through the app
- The trip must be completed, or resolved directly with the other party
- Contact support if you need help with an in-progress trip
Trip Refusal
- Drivers pay no platform fee, so no refund applies to them
- Drivers can decline a trip assigned by their trucker before accepting it
- Once accepted, cancellation is handled by the trucker under the policy above
Refund Processing
Cancellation (Immediate)
Cancel through the app; any platform fee refund owed to the other side is issued automatically
Refund Sent to the Gateway
Bharat Load issues the refund through Razorpay or Cashfree, whichever processed the original payment
Refund Reflects in Your Account
Timing after that point is set by your bank, card network, or UPI app, not by Bharat Load
Refunds are always issued to the original payment method used for the booking, through the same payment gateway (Razorpay or Cashfree) that processed the payment.
The following are not refundable through Bharat Load:
- The platform fee, once the booking is confirmed and you are the side that cancels
- The freight amount: this is settled directly between the shipper and the trucker, off the platform, so Bharat Load does not collect, hold, or refund it
- Coins: coins are earned and redeemed only, they cannot be purchased, so there is nothing to refund
Dispute Resolution
If you disagree with a cancellation decision or refund amount:
- Contact Support: Reach out to our customer support team within 7 days
- Provide Documentation: Submit relevant evidence (screenshots, GPS logs, photos)
- Review Process: Our team will review your case within 3-5 business days
- Resolution: You'll receive a final decision with detailed explanation
- Escalation: Unresolved disputes can be escalated to senior management
Note: All dispute decisions made by Bharat Load management are final and binding.