Cancellation & Refund Policy
Last Updated: 30th May, 2025
1Definitions
Booking
A confirmed request placed by the Customer on the Platform for a machine and operator, identified by a unique Booking ID.
Partner Trip Starting time (PT)
The operator acceptance and en-route phase that begins immediately after a Booking is accepted by an Operator and ends when the Operator starts approaching the Customer's site.
Start OTP
The one-time password issued to the Customer at the time of booking, which must be shared with the Operator on arrival to commence the service and start the billing clock.
End OTP
The one-time password issued to the Customer for service completion, which must be shared with the Operator to stop the billing clock and close the Booking.
Instant Booking
A booking placed for immediate dispatch.
Scheduled Booking
A booking placed for a future date and time selected by the Customer.
Dry Run
An Operator's arrival at the site without being able to commence service due to circumstances at the Customer's end, such as an inaccessible site, unsafe site, overload, wrong address, Customer absence, or refusal to share the Start OTP.
Force Majeure
Any event beyond the reasonable control of either party, including but not limited to natural calamities, severe weather, riots, government orders, lockdowns, road closures, or public emergencies.
Customer Support (CS)
2Who Can Cancel a Booking
Customer
The Customer who placed the Booking may cancel it through the Customer App, subject to the charges set out in Sections 3 and 4 of this Policy.
Partner / Operator
An Operator may decline a Booking before accepting it; once accepted, cancellation by the Operator attracts penalties as governed by the Liftkaro Partner Master Agreement and related policies.
Liftkaro
Liftkaro may cancel any Booking on grounds of suspected fraud, safety risk, Zero Tolerance Policy violation, regulatory requirement, or Force Majeure. The Customer shall not be charged for such cancellations and any advance paid shall be refunded in full.
3Customer Cancellation - Instant Booking
The following table sets out the cancellation outcomes for Instant Bookings:
| Scenario | Condition | Charge to Customer | System Action |
|---|---|---|---|
| Free Cancel | Booking cancelled within 5 minutes of placing the order OR before Partner Trip Starting time (PT) ends, whichever is earlier. | Rs. 0 | Auto-cancelled. 100% refund of any advance, to source. |
| Late Cancel (in transit) | Operator has accepted and is en route. Start OTP has NOT been shared. Customer cancels. | Transit Fuel Charge (see clause 3.1) | Charge debited to Customer; if Customer Support determines that the Operator's conduct caused the cancellation, the charge is reversed and the Operator is penalised instead. |
| Cancel After Operator Arrival | Operator has reached the site. Start OTP has NOT been shared. Customer cancels or refuses service. | Dry Run Fee (see Section 5) | Operator submits geo-tagged photo and GPS log; CS verifies before the charge is applied. |
| After Start OTP | Start OTP has been shared and service has started. | No self-cancel allowed | Cancel button is disabled in the Customer App. Customer must contact CS. See Section 4. |
3.1. Calculation of Transit Fuel Charge
Transit Fuel Charge = Actual GPS-verified distance travelled x Per-kilometre rate for the machine category
- The per-kilometre rate varies by machine category, such as JCB, crane, tipper, tanker, and similar equipment.
- Distance is measured using the Liftkaro telematics / GPS log only. Self-declared or third-party distance claims are not accepted.
- The Customer may, within 72 hours, dispute the calculation by raising a ticket with CS; see Section 10.
4Cancellation After Start OTP Has Been Shared
Once the Customer has shared the Start OTP with the Operator, the service is treated as having commenced and the cancel button is automatically disabled in the Customer App. The Customer must contact Customer Support to discontinue the service.
4.1. Customer-Initiated Stop After OTP
- CS will record the reason and verify it through GPS logs, time-stamped photographs, and Operator / Customer statements.
- If the stoppage is attributable to the Customer, such as a change of plan or site issue at the Customer end, a Minimum Service Charge will be billed, calculated as the minimum hourly or daily rental for the machine category as displayed at booking, plus applicable taxes.
- If the stoppage is attributable to the Operator, such as unwillingness to continue or a machine condition not fit for service, the Customer is not charged and the Operator is penalised in accordance with the Liftkaro Partner Master Agreement and company policy.
4.2. Operator Refuses to Provide Service After Start OTP
If, after the Start OTP has been entered, the Operator refuses to commence or continue the service without valid cause:
- The Customer shall not be charged any rental, fuel, or transit fee for that Booking.
- Liftkaro will deduct a penalty from the Operator's wallet, comprising the platform commission charge for the Booking plus a flat administrative penalty within the range of Rs. 200 to Rs. 500, depending on severity and frequency. The Operator's rating will be reduced and, on repeated occurrences, the Operator may be suspended or de-listed.
- Liftkaro will attempt to arrange a replacement Operator. If a replacement cannot be arranged within a reasonable time, any advance paid by the Customer will be refunded in full under Section 8.
5Dry Run Fee
A Dry Run Fee is levied when an Operator reaches the Customer's site and is unable to commence service for reasons attributable to the Customer, including but not limited to:
5.1. Calculation of Dry Run Fee
Dry Run Fee = Transit Fuel Charge (per clause 3.1) + Flat administrative charge between Rs. 200 and Rs. 1,000
- The flat administrative component varies by machine category and is displayed at the time of booking.
- The Operator must submit a geo-tagged photograph of the site and a GPS log showing arrival at the location before the fee can be levied.
- CS will verify the evidence before applying the charge.
- The fuel component of the Dry Run Fee is paid to the Operator; the flat component is retained by Liftkaro as administrative cost.
- Site is inaccessible to the machine.
- Site is unsafe or the work requested exceeds the safe operating limits of the machine, such as overload or unstable ground.
- Wrong or incomplete address provided by the Customer, including incorrect pin location.
- Customer is absent at the site and unreachable for more than 30 minutes after Operator arrival.
- Customer refuses to share the Start OTP without valid reason.
6Customer Cancellation - Scheduled Booking
Scheduled Bookings, placed for a future date and time, follow a time-tiered cancellation structure to allow Liftkaro and the Partner adequate time for re-allocation of resources.
| Window | Definition | Charge to Customer | Refund of Advance |
|---|---|---|---|
| Free Cancel | Cancelled more than 12 hours before the scheduled start time. | Rs. 0 | 100% refund to source. |
| Late Cancel | Cancelled between 4 and 12 hours before the scheduled start time. | 50% of first-day billing | Balance refunded to source. |
| Very Late Cancel | Cancelled within 4 hours of the scheduled start time. | 100% of first-day billing | No refund of the first-day component. |
| Same-Day Cancel (Not Started) | Cancelled on the day of service before the Operator has departed from base. | 100% of first-day billing + mobilisation cost | Balance, if any, refunded to source. |
7Operator / Partner Cancellation
This Section sets out both the Customer's entitlements and the penalty consequences for the Operator, or Partner, when a cancellation originates from the Operator's side. Operators registered on the Liftkaro Platform expressly accept these penalties as a condition of platform usage, read together with the Liftkaro Partner Master Agreement.
7.1. Customer Entitlements
| Scenario | Condition | Customer Entitlement |
|---|---|---|
| Operator Cancels Before Trip Starts | Operator accepted the Booking but cancels before commencing travel to the site. | Rs. 0 charge to Customer. System auto-reassigns to another available Operator. If reassignment is not possible, advance refunded in full. |
| Operator Cancels Within 10 Minutes of Trip Start | Operator started the trip but cancels within 10 minutes. | Rs. 0 charge to Customer. System auto-reassigns to another available Operator. |
| Operator No-Show | Operator fails to arrive and does not communicate. | Rs. 0 charge to Customer. CS arranges replacement on priority. If a replacement is not possible, advance refunded in full. |
| Operator Refuses Service at Site After Start OTP | Operator at site, Start OTP entered, but Operator refuses to commence service without valid cause. | Rs. 0 charge to Customer. Operator penalised per 7.2. CS arranges replacement where available; otherwise, advance refunded in full. |
7.2. Penalties Applicable to the Operator / Partner
The following penalties apply to Operators registered on the Liftkaro Platform. Penalties are debited from the Operator's wallet and reflected in the next weekly payout statement. Penalty determination follows verification by Customer Support using GPS logs, OTP records, photographic evidence, the chronological audit trail, and relevant complaint monitoring systems.
| Scenario | Penalty to Operator | Additional Consequence |
|---|---|---|
| Cancels Before Trip Starts and after acceptance to booking lead | Warning. Repeated breaches result in temporary suspension of the Operator account. | Booking auto-reassigned. Rating may be reduced. |
| Cancels Within 10 Minutes of Trip Start | Warning. Repeated breaches result in temporary suspension of the Operator account. | Booking auto-reassigned. Rating may be reduced. |
| Refusal to Serve After Start OTP, without valid cause | Platform commission charge for the Booking plus a flat administrative penalty within the range of Rs. 200 to Rs. 500, debited from the Operator's wallet. | Rating reduced. Repeat occurrences may lead to suspension or permanent de-listing. |
| No-Show, failure to arrive with no communication | Platform commission charge for the Booking plus a flat administrative penalty within the range of Rs. 200 to Rs. 1000, debited from the Operator's wallet. | Rating reduced. Repeat occurrences may lead to suspension or permanent de-listing. |
| Operator Causes a Customer Late-Cancel, verified by CS | Where CS investigation confirms that the Operator's conduct caused a Customer to cancel during transit, the transit fuel charge originally levied on the Customer is reversed and an equivalent amount is debited from the Operator wallet. | Rating reduced. Logged in the Operator's penalty history. |
| Repeated Violations | Temporary suspension of the Operator account for up to 7 days. During suspension, payout of pending earnings is held. | Persistent breaches may result in permanent de-listing from the Platform. |
| Zero Tolerance Policy Violation | Immediate, permanent removal of the Operator from the Liftkaro Platform. | Incident reported to relevant authorities where required by law. See the Liftkaro Zero Tolerance Policy. |
7.3. Operator's Right to Dispute
- An Operator who believes a penalty has been wrongly applied may raise a dispute through the in-app Help section, by writing to support@liftkaro.com, or by calling Customer Support at +91-81 9191 2828, within 72 hours of the penalty being debited.
- CS will review the GPS log, call recordings if any, in-app messages, and photographic evidence, and issue a final decision within 5 business days.
- Reversed penalties are credited back to the Operator wallet within 48 hours of the decision.
- The internal calibration of warning thresholds and the frequency at which penalties escalate from a warning to a monetary debit is determined by Liftkaro from time to time and is communicated to Operators through the Partner App at the relevant moment.
8Refund Policy & Timelines (If Advance Paid)
All refunds approved under this Policy shall be processed within the timelines stated below.
| Refund Scenario | Refund Method | Turnaround Time |
|---|---|---|
| Free cancellation; Operator no-show; Liftkaro-initiated cancellation; Force Majeure | 100% to source, UPI / card / net-banking, or Liftkaro Wallet | Initiated immediately; credited within 5-7 business days for UPI / card / net-banking; instant for Wallet |
| Machine breakdown mid-job | Pro-rata refund: (Contracted hours - Actual hours worked) x Rate | Within 48 hours of breakdown confirmation |
| Wrong machine sent, Start OTP never entered | 100% to source | Within 24 hours |
| Double-charge / billing error | Exact excess amount, to source | Within 48 hours of dispute confirmation |
| Service quality dispute | Partial or full, as determined by CS investigation | 5-7 business days from completion of investigation |
| Cash booking, Customer App | Liftkaro Wallet only; cash is not refunded in cash | Within 24 hours of approval |
8.1. GST Treatment of Refunds
- Liftkaro collects GST at 18% on the booking value as the Electronic Commerce Operator.
- Where a refund is processed, the GST component on the refunded amount is reversed and the Customer or B2B Client will receive a corresponding credit note in accordance with Rule 53 of the CGST Rules.
- Business customers are responsible for reversing any input tax credit, ITC, already claimed on the cancelled portion.
8.2. General Refund Terms
- All refund timelines are working-day estimates; actual credit time depends on the issuing bank or payment instrument.
- Refunds to closed or invalid payment instruments will be processed to the Liftkaro Wallet.
- Refund status is visible at all times in the Customer App.
- Refunds will not be issued in cash by Liftkaro or the Operator under any circumstances.
9Refunds Linked to Zero Tolerance Policy
Where a Booking is terminated mid-service because the Operator is removed under the Liftkaro Zero Tolerance Policy, for example due to intoxication, harassment, or a safety violation:
- The Customer is billed only for the hours actually and safely worked prior to the violation.
- Liftkaro will offer a free replacement booking for the unfulfilled portion, subject to machine availability.
- Where a free replacement is not feasible, the unbilled balance is refunded in full as per Section 8.
- This is in addition to any other rights the Customer may have under applicable law.
10Disputes and 72-Hour Resolution Window
Liftkaro is committed to fair and transparent handling of cancellation charges and refunds.
- Any Customer or Partner who is not satisfied with a cancellation charge, dry run fee, refund amount, or refund delay may raise a dispute through the in-app Help section, by writing to support@liftkaro.com, or by calling Customer Support at +91-81 9191 2828.
- Disputes must be raised within 72 hours, or 3 calendar days, of the charge being applied or the refund being credited, failing which the charge will be deemed final and accepted.
- CS will acknowledge the dispute within 24 hours and aim to resolve it within 5 business days.
- Resolution is based on GPS logs, OTP records, photographic evidence, and the chronological audit trail captured in the Liftkaro Nucleus system.
11Grievance Officer
In accordance with the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the contact details of the Grievance Officer are as follows:
Email: support@liftkaro.com
Phone: +91-81 9191 2828
Resolution Time: Acknowledgement within 24 hours; disposal within 15 days
Hours: Available 24x7
Liftkaro Technologies Private Limited, B-36, 1st Floor, Sector 16, MG Road, Gurgaon, Haryana 122001, India.
12Governing Law and Jurisdiction
This Policy is governed by the laws of India. Any dispute arising from or in connection with this Policy that is not resolved through the mechanism set out in Section 11 shall be referred to binding arbitration under the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be Gurgaon, Haryana. The language of arbitration shall be English. Subject to the foregoing, the courts at Gurgaon shall have exclusive jurisdiction.
13Revisions
Liftkaro reserves the right to amend this Policy at any time. The revised Policy will be posted on the Platform with an updated Last Updated date and will take effect immediately upon posting. Continued use of the Platform after the revised Policy is posted constitutes acceptance of the amended terms.
14Contact Us
Liftkaro Technologies Private Limited
Email: info@liftkaro.com
Phone: +91-81 9191 2828
Website: www.liftkaro.com
Registered Office: SR-218, 1st Floor, Samtel Road, Riico Shopping Complex, Bhiwadi, Alwar - 301019, Rajasthan, India.
CIN: U77303RJ2025PTC103275