Effective Date: July 9, 2026
Last Updated: July 9, 2026
At GoMyTruck, we strive to ensure that our logistics and workforce services are reliable for everyone. To maintain a fair marketplace, we enforce the following cancellation policies.
1. Customer Cancellations
Customers may cancel a booking at any time via the GoMyTruck Customer App. However, cancellation fees may apply depending on the timing:
A. Free Cancellation:
- You can cancel your booking free of charge within 5 minutes of a Driver or Workforce Partner accepting the job.
- You can cancel free of charge at any time if the Partner has not yet accepted the booking.
B. Late Cancellation Fee:
- If you cancel more than 5 minutes after a Partner has accepted the job and is en route to your location, a Late Cancellation Fee will be charged.
- This fee compensates the Partner for their time and fuel. The fee amount will be displayed in the app prior to confirming your cancellation.
C. No-Show Fee:
- If the Partner arrives at the pick-up location and you do not respond to calls or messages for more than 15 minutes, the Partner may mark the trip as a "Customer No-Show."
- In this event, you will be charged a No-Show Fee, and the booking will be cancelled.
2. Driver & Workforce Cancellations
As independent contractors, Partners have the right to accept or decline jobs. However, once a job is accepted, the Customer relies on your prompt arrival.
A. Valid Partner Cancellations:
- Partners may cancel a trip without penalty if the Customer is unreachable at the pick-up location for more than 15 minutes.
- Partners may cancel if the goods to be transported are hazardous, illegal, or exceed the declared capacity/weight.
B. Penalties for High Cancellation Rates:
- Cancelling a job shortly after accepting it—without a valid reason—negatively impacts the Customer experience.
- If a Partner cancels a high percentage of accepted jobs, their platform rating and "Acceptance Rate" metric will drop.
- Consistent, unjustified cancellations may result in temporary suspension or permanent deactivation of the Partner’s account.
3. Refunds and Adjustments
A. Pre-Paid Bookings: If you pre-paid for a booking via Razorpay or UPI and the booking was cancelled under a "Free Cancellation" scenario, your funds will be fully refunded to your original payment method within 5-7 business days.
B. Disputed Charges: If you believe you were unfairly charged a Cancellation or No-Show Fee, you may dispute the charge via the Support section in the GoMyTruck app within 48 hours of the incident. We will review GPS logs and communication history to make a fair determination.
4. Platform-Initiated Cancellations
GoMyTruck reserves the right to automatically cancel a booking if:
- No Drivers or Workforce Partners are available in the requested area.
- The booking violates our Terms & Conditions.
- Suspicious or fraudulent activity is detected on the account.
In these instances, Customers will not be charged, and any pre-paid amounts will be fully refunded.