Refund and Cancellation Policy

General refund approach

Refund eligibility depends on the service type, payment status, work already initiated, third-party provider status, and confirmation from relevant systems. We review each request against the actual transaction and service record.

Challan payments

• Once challan settlement work has started, cancellation may not be available because processing can involve third-party portals, legal partners, government systems, courts, or manual operations.
• If a challan cannot be processed because the amount is higher than the paid order amount or the record is no longer payable through the selected flow, refund or wallet adjustment may be reviewed.
• Government, court, and portal status updates may take time. Delay in status reflection alone may not qualify for refund if payment or settlement has already been initiated.
• Legal, platform, convenience, gateway, or service charges may be non-refundable where work has started or costs have already been incurred.

Wallet payments and top-ups

• Wallet top-ups are added to the user's wallet after payment confirmation from the payment provider.
• If a wallet debit fails but balance is deducted, we may reverse the amount to the wallet after verification.
• Wallet refunds may be processed to wallet balance or original payment method depending on transaction type, provider support, applicable law, company policy, and internal review.
• Duplicate wallet top-ups or duplicate service payments should be reported with transaction ID, order ID, mobile number, and date of payment.

FASTag and insurance services

• FASTag recharge, FASTag issuance, insurance purchase, and insurance renewal refunds depend on the issuing bank, insurer, aggregator, payment provider, and service status.
• If an insurer issues a policy or the FASTag provider accepts the transaction, cancellation and refund will be governed by the provider's rules.
• Any premium, bank charge, inspection charge, gateway charge, or service charge may be deducted as applicable.

Failed or pending payments

• If money is debited but the payment is not confirmed to us, users should wait for bank or payment gateway reconciliation.
• Most failed payment reversals are handled by the bank or gateway and may take several working days depending on the provider.
• Please share the payment reference, order ID, amount, date, and registered mobile number when contacting support.

Cancellation requests

• Cancellation requests should be raised as soon as possible before service processing begins.
• If the service is already initiated, submitted, paid, disposed, issued, or sent to a provider, cancellation may be rejected.
• GaadiwalaOnline may cancel a request and refund or adjust payment if required details are invalid, missing, unverifiable, or unsupported.

Refund timeline

Approved refunds or wallet reversals are usually initiated within 7 working days after verification. Actual credit time may vary depending on the bank, payment gateway, wallet ledger, or service provider.

How to raise a request

• Email support@gaadiwalaonline.com with registered mobile number, vehicle number, challan number if applicable, order ID, payment ID, transaction date, amount, and a short explanation.
• Keep screenshots, receipts, payment confirmations, and bank messages ready so the support team can verify the issue faster.
• Refund decisions are communicated after checking payment records, wallet ledger, service status, and provider response where needed.