1. Overview
At CarHatke Services, operated by Cartrix Technologies Private Limited (incorporated in New Delhi, 2017), we prioritize customer-first and transparent transactions. This Refund Policy outlines the terms and procedures under which refunds are issued for our digital vehicle utilities, challan facilitation, and roadside assistance services.
2. Eligible Refund Cases
Refunds are strictly eligible and fulfilled without penalty under the following specific circumstances:
Failed Service Delivery
When a user pays for a vehicle service or roadside dispatch, but the service cannot be fulfilled due to operational or connectivity failure.
Duplicate Payments
When a user is charged more than once for the same single order transaction due to network retry, browser refresh, or checkout error.
Technical System Failure
Payment debited from customer bank account, but transaction fails at gateway billing API level, preventing database update.
3. Non-Refundable Transactions
Due to external regulatory requirements, state treasury rules, and immediate third-party dispatch executions, the following categories are strictly non-refundable:
Once a fine payment is submitted, successfully transmitted, acknowledged, and cleared in transport police records, state treasury servers, or Virtual Courts, the transaction cannot be recalled, disputed, or refunded under any circumstances.
Once a breakdown technician or hydraulic flatbed patrol vehicle has been dispatched and arrives on-site, fuel/towing dispatch fees are strictly non-refundable.
Valid lookup queries that successfully return authenticated record summaries from central Vahan/MoRTH nodes are deemed fully delivered upon screen presentation and export.
4. Failed Transactions & Automatic Reconciliation
If money is deducted from your bank account or card but the transaction shows as failed or pending on CarHatke:
Our automated banking reconciliation system scans pending transactions across NPCI, RBI-approved payment gateways, and banking switches every 6 hours.
If a payment gateway confirms funds were debited without fulfillment, the transaction is automatically flagged for return. No manual ticket generation or follow-up phone call is necessary for these unfulfilled network retries.
5. Duplicate Payments Resolution
If you are unintentionally debited twice for a single transaction, the excess amount will be detected during automated end-of-day batch reconciliation and queued for refund immediately without requiring manual intervention.
6. Refund Processing & Original Payment Method
All approved refunds are credited back exclusively to the original payment source (same UPI handle, bank account, debit card, or credit card) used during checkout.
7. Refund Timeline
Processing initiated by our framework within 24-48 business hours of initial approval or secondary exception flag.
Bank credit depending on your issuing bank or payment network (UPI / IMPS / Credit Card / NetBanking) to your source balance.
8. How to Request a Refund
If an eligible refund has not been automatically triggered into your banking reconciliation over standard windows, you can initiate a formal claim:
9. Contact Support Desk
Cartrix Technologies Private Limited
SECOND FLOOR, C-47/2, Lawrence Road Ind. Area, Keshav Puram, New Delhi - 110035 India