1. Overview

At Routo, our goal is to revolutionize hyperlocal logistics while ensuring absolute customer satisfaction. We understand that sometimes things don't go as planned. This Refund & Cancellation Policy outlines the conditions under which refunds are provided and how cancellations are handled across our marketplace.

By using Routo's services, you agree to the terms laid out in this policy. This policy should be read in conjunction with our main Terms & Conditions.

2. Order Cancellation Rules

Before Traveler Acceptance

Full refund for any order cancelled before a traveler has accepted the delivery request.

100% REFUND

After Traveler Acceptance

If you cancel after a traveler is assigned but before pickup, a small cancellation fee is deducted.

PARTIAL REFUND

After Pickup / At Delivery

Cancellations after the parcel has been picked up or when the traveler arrives at the location will incur a penalty equal to double the delivery charge plus the standard cancellation fee.

3. Refund Eligibility Criteria

Refunds are typically processed for the following reasons:

Damaged or tampered items upon delivery.
Missing items from the order confirmed by the vendor.
Significant delay in delivery beyond the estimated arrival window (where applicable).
Incorrect items delivered (Mismatch in brand, size, or quality).
Expired goods or perishables with short shelf life reported within 1 hour.

4. Processing & Payment Verification (Cashfree)

To provide a secure and seamless payment experience, Routo integrates with industry-leading payment gateways, including **Cashfree Payments**.

Why Cashfree Verification?

In compliance with RBI guidelines and anti-fraud protocols, our payment partner (Cashfree) might request separate verification for refunds. This predominantly occurs in cases of:

High-value transaction refunds.
Refunds to bank accounts that haven't been used for payments previously.
Verification of identity for Cash-on-Delivery (COD) refund processing.

*Verification links will only be sent via official Routo or Cashfree channels. Do not share OTPs with anyone.

Once a refund is approved by our audit team, it is initiated via the original payment method. If you have used a credit/debit card, the funds will be sent back to that specific bank account.

5. Refund Timelines

Method	Initiation	Reflects In Account
UPI / Wallet	Immediate	2-24 Hours
Debit / Credit Card	Immediate	5-7 Business Days
Net Banking	Immediate	3-5 Business Days
COD (Transfer)	After Verification	2-5 Business Days

*Business days exclude weekends and bank holidays.

Can't find what you're looking for? Visit our Terms & Conditions or contact support.