Document 06
Applicable to both Shippers and Drivers
| Time of Cancellation | Refund Amount | Platform Fee |
|---|---|---|
| Before Driver accepts booking | 100% refund | Nil |
| After Driver accepts — 2+ hours before pickup | 80% refund | 20% retained |
| After Driver accepts — less than 2 hours before pickup | 50% refund | 50% retained |
| After Driver has arrived at pickup location | No refund | 100% retained |
| After goods loaded | No refund + Driver compensation | Full fee retained |
Drivers who cancel accepted bookings without valid reason will be subject to: (a) a penalty deducted from their Driver wallet; (b) reduced visibility in search results for 48 hours; (c) suspension after 3 cancellations in 30 days.
Valid reasons for Driver cancellation: vehicle breakdown with documentary evidence, medical emergency, or natural disaster. NammaLoad's decision on the validity of cancellation reasons is final.
Eligible refunds are processed within 5-7 business days to the original payment method. NammaLoad is not responsible for delays caused by banking institutions. Platform service fees are non-refundable under all circumstances.
NammaLoad · Version 1.0 · Effective 14 April 2026 · Hubli, Karnataka