Refund & Cancellation Policy

1. What this policy covers

MyTruckk is an online freight marketplace. We do not sell or ship physical products and we do not carry goods ourselves. Shippers post loads, independent truck owners and drivers (“carriers”) quote to carry them, and the carrier the shipper chooses performs the transport. Payments on MyTruckk are for these transport services and are processed by our payment partner, Razorpay.

2. How payments work

• Wallet top-up. Shippers add money to their MyTruckk wallet using the payment methods offered by Razorpay (such as UPI, cards and net banking). The top-up is credited to the wallet once Razorpay confirms the payment.
• Escrow when you accept a quote. When a shipper accepts a quote, the quoted price is moved from the shipper’s available wallet balance into escrow. The quoted price already includes the carrier’s fuel charge, so nothing is added on top. Escrowed money is held by MyTruckk and is not paid to the carrier until the load is delivered.
• Fuel advance. Where available, once a trip has started, the fuel part of the quote may be paid in advance to the truck owner. Any fuel advance paid is deducted from the carrier’s final payout.
• Release after the dispute window. Escrow is released to the carrier when the dispute window closes with no dispute, 48 hours after the carrier marks the load delivered (delivery itself is confirmed with the receiver’s one-time code). If a dispute is raised, the money stays in escrow until we resolve it.
• Platform fee. Our platform commission ([PLATFORM FEE %] of the full quoted price, including the fuel charge) is deducted from the carrier’s payout. Shippers are not charged a separate booking or platform fee.

3. Cancellation by the shipper

3.1 Before you accept a quote

You can cancel a load at any time while it is open for quotes, directly in the app. No money has been moved to escrow at this stage, so there is nothing to refund and no cancellation charge.

3.2 After you accept a quote, before pickup

Once a quote is accepted, you can’t cancel the load yourself in the app. If you need to cancel, contact us at hello@mytruckk.com as soon as possible and we will handle your request case by case. If we cancel the booking before the carrier has started the trip, the full escrowed amount is returned to your MyTruckk wallet.

3.3 After the trip has started or the goods are picked up

Once the carrier has started driving to pickup or has collected your goods, the booking generally cannot be cancelled. Contact us at hello@mytruckk.com and we will review the case. Where we agree to cancel, we will refund the escrowed amount to your wallet after deducting any fuel advance already paid to the carrier and [COMPENSATION TO CARRIER FOR DISTANCE ALREADY TRAVELLED, IF ANY].

4. Cancellation by the carrier

• After a shipper accepts a quote, the carrier must confirm the booking within 2 hours. If the carrier does not confirm in time, the booking is cancelled automatically, the full escrowed amount is returned to the shipper’s wallet, and the load is reopened so the shipper can choose another quote.
• If a carrier cannot complete a confirmed booking, they must tell us immediately at hello@mytruckk.com. The shipper will not be charged for a trip that does not happen because of the carrier: the escrowed amount (less any fuel advance the shipper agrees to bear, which we will discuss with you first) is returned to the shipper’s wallet.
• Carriers who repeatedly fail to honour accepted bookings may be suspended under our Terms of Service.

5. Cancellation by MyTruckk

We may cancel a booking if we suspend the shipper or carrier involved (for example, for suspected fraud or a breach of our Terms), or if the load breaks the law or our rules on prohibited goods. If a booking is cancelled by us before delivery, the escrowed amount is returned to the shipper’s wallet, less any fuel advance already paid to the carrier for that trip. Where the cancellation was caused by the carrier, we will seek to recover that advance from the carrier and credit it back to the shipper.

6. Disputes about a delivery

If something went wrong with a delivery — for example the goods were not delivered, were damaged or short, or the trip was not completed as agreed — the shipper or the carrier can raise a dispute in the app after the load is marked delivered and before escrow is released (within 48 hours of the carrier marking it delivered). Raising a dispute keeps the money in escrow.

Our team will review the evidence from both sides (such as trip milestones, location history, photos and messages) and decide one of the following:

• release the escrowed amount to the carrier;
• refund the escrowed amount to the shipper’s wallet; or
• split the escrowed amount between the shipper and the carrier.

We aim to resolve disputes within [DISPUTE RESOLUTION TARGET, e.g. N BUSINESS DAYS]. Our decision on how escrowed money is released does not limit any legal claim you may have against the other party, including for loss of or damage to goods (see the Terms of Service).

7. How refunds are made

7.1 Refunds of escrowed amounts

Refunds for cancelled or disputed bookings are credited to the shipper’s MyTruckk wallet. Wallet refunds are usually instant once the cancellation or dispute decision is made, and the balance can be used for future bookings.

7.2 Refunding your wallet balance to your bank or card

If you want any unused wallet balance returned to you, email hello@mytruckk.com from the email address registered to your account. We will refund it to the original payment method used for the top-up through Razorpay within [REFUND PROCESSING DAYS] business days of approving your request. After Razorpay processes the refund, it usually takes 5–7 business days to appear in your account, depending on your bank or card issuer. Money held in escrow for an active booking cannot be withdrawn until that booking is completed, cancelled or resolved.

7.3 Platform fee

Because our commission is deducted from the carrier’s payout only when a booking is paid out, no commission is retained on amounts refunded to a shipper.

8. Failed, pending and duplicate payments

• If money is debited from your account but the top-up does not appear in your wallet, it is usually because the payment is still pending with your bank. Payments that Razorpay does not confirm are normally reversed to you automatically by your bank or Razorpay within 5–7 business days.
• If you were charged twice for the same top-up, or the amount still has not been credited or reversed after 5–7 business days, email hello@mytruckk.com with the Razorpay payment ID or bank reference. We will investigate and refund any duplicate or unapplied amount to the original payment method.

9. Carrier earnings and payouts

Released earnings are credited to the truck owner’s MyTruckk wallet after deducting our commission and any fuel advance. Payouts are made to the bank account verified during payout setup (KYC). If a payout transfer fails, the amount is returned to the owner’s wallet. Where a dispute is decided against a carrier after a fuel advance was paid, the advance may be recovered from future earnings.

10. Contact and grievances

For any cancellation, refund or payment question, email hello@mytruckk.com. Please include your registered mobile number, the load or booking ID and, for payment issues, the Razorpay payment ID. If you are not satisfied with our response, you can contact our Grievance Officer, Abdul Bazeer, Chief Executive Officer and Founder:

We will acknowledge your complaint within 24 hours and resolve it within 15 days of receiving it. For how we handle your personal data, see our Privacy Policy.

11. Changes to this policy

We may update this policy from time to time. We will change the “Last updated” date above and, for significant changes, notify you in the apps or by email before they take effect. Changes do not affect bookings accepted before the change.