Ghar Se
Complete guide to refunds and returns for all Ghar Se services. Aapke paise wapas lene ka mukammal tareeqa.
Fair policies. Transparent process. Your satisfaction matters.
Ghar Se acts as a platform connecting users with service providers. Refund eligibility depends on the service type and the specific circumstances of each case. Below is a detailed breakdown of our refund and return policies for each service category.
Ride cancellation aur refund policy
If a driver cancels your ride after accepting the booking, you are entitled to a full refund. No cancellation fee will be charged. In addition, we will prioritize re-booking you with another available driver. If the driver accepts the booking but fails to arrive within 15 minutes of the estimated pickup time, you can cancel the ride with a full refund.
If you cancel a ride within 5 minutes of booking, a full refund will be issued. If you cancel after 5 minutes but before the driver arrives, a cancellation fee of up to Rs. 50 may be deducted from your refund to compensate the driver's time. If the driver has already arrived at your pickup location, you may be charged up to 50% of the fare as a cancellation fee.
If you fail to show up at the pickup location within 10 minutes of the driver's arrival, the driver may mark the ride as 'no-show'. In this case, you will be charged 50% of the fare. Multiple no-show incidents may result in account restrictions.
Food order refund aur dispute policy
If your food order is not delivered within 90 minutes of the estimated delivery time, you are eligible for a full refund. The refund will be processed automatically in most cases, but you may also contact support to initiate a refund claim if it has not been processed.
If your order arrives with missing, damaged, or incorrect items, please report the issue within 24 hours of delivery. You will be eligible for a partial or full refund depending on the extent of the issue. Please provide photos of the damaged items and a description of the problem when contacting support.
If the restaurant cancels your order after accepting it, you will receive a full refund. If the restaurant cannot fulfill your order due to unavailability of the ordered items, they may suggest alternatives. If you do not accept the alternatives, a full refund will be issued.
7-day return policy for unused items
Shop items can be returned within 7 days of delivery provided that the item is unused, in its original packaging, and in the same condition as received. The following conditions apply:
Once we receive and inspect the returned item, we will process the refund within 5-7 business days. The refund will be issued to your original payment method. If the item does not meet the return conditions, we may reject the return and send the item back to you.
Parcel delivery refund and compensation policy
If a package is not delivered within the promised timeframe, the delivery fee will be refunded in full. If the package is lost during transit, you are eligible for compensation up to Rs. 5,000 for standard parcels. For high-value items, we recommend purchasing additional insurance during booking.
If your package arrives damaged, please document the damage with photos and report it within 24 hours of delivery. Compensation will be assessed based on the extent of damage and the declared value of the contents. Maximum compensation for uninsured packages is Rs. 2,000.
Wallet balance policy
Wallet top-ups are generally non-refundable. The credited balance can be used for any service on the Ghar Se platform including rides, food delivery, shop purchases, and package delivery. In exceptional circumstances (such as a technical error resulting in incorrect credit), please contact support for assistance. Wallet balances do not expire and remain in your account until used.
Step-by-step refund request process
Refund processing timeline
Once your refund request is approved, refunds are typically processed within the following timeframes:
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Last updated: June 2026