In short
| Situation | What happens |
|---|---|
| You cancel an order before the store accepts it | Free. Anything you paid is refunded in full. |
| The store rejects or cannot complete your order | Full refund of what you paid. |
| Wrong, missing or damaged items | Report within 24 hours; refund or replacement after we check. |
| Paid from your GharTake wallet | Refunded to your wallet at once. |
| Paid by card, JazzCash or Easypaisa | To your wallet, or back to your card or account (banks usually take 7–14 working days). |
| Cash on delivery | Nothing is paid until delivery; refunds go to your wallet or by transfer. |
| A doctor cancels your appointment | Full refund. |
| Charged twice, or charged for a payment that failed | Full refund, including the payment fee. |
Shop and food orders
- Before the store accepts your order, you can cancel it in the app for free.
- After the store accepts, it starts preparing your order. Whether you can still cancel depends on the store and is shown in the app. Food that has been prepared cannot usually be refunded if you cancel.
- Once the rider has picked up the order, it cannot be cancelled.
- If the store rejects your order, or it cannot be delivered for a reason that is not your fault, you get back everything you paid.
- If you refuse a cash-on-delivery order without a valid reason, GharTake may limit cash on delivery on your account.
Wrong, missing or damaged items
Tell us within 24 hours of delivery through Support in the app, with the order number and photos where possible. We check with the store and the rider. Where the problem is confirmed, we refund the affected items (and the delivery fee if the whole order was wrong), or the store replaces them.
How refunds are paid
- Wallet payments are refunded to your GharTake wallet automatically, straight away.
- Card, JazzCash and Easypaisa payments are refunded to your GharTake wallet or back to the card or account you paid with. Our finance team processes the refund within 3 working days. Money refunded to your wallet can be used at once. Banks and wallet providers usually take 7–14 working days to show money refunded to a card or account.
- Cash payments are refunded to your GharTake wallet, or by bank, JazzCash or Easypaisa transfer to an account in your name.
- Money in your wallet can be used for future orders and appointments, or withdrawn to a verified account (minimum Rs 100).
Rides
You can cancel a ride without charge until a driver accepts it. After a driver has accepted, a cancellation fee may apply; the app shows it before you cancel. Ride fares are paid to the driver in cash at the end of the trip. If you were charged wrongly, report it through Support within 24 hours and we will put it right.
Buy & Bring
You can cancel without charge until you approve the prices the rider sends. After you approve them, the rider may already be buying your items with their own money, so the app may no longer let you cancel; call the rider or Support. Bought items can only be returned if the shop accepts them back; otherwise the items and the service fee are payable.
Doctor appointments
- If the doctor or clinic cancels, an appointment paid from your wallet is refunded in full to your wallet.
- If you cancel in the app before the appointment, a wallet payment is refunded to your wallet.
- If you do not attend (no-show), the fee is not refunded.
- Fees paid at the clinic are refunded by the clinic.
Marketplace
Marketplace buyers pay sellers directly, so refunds for items are agreed between buyer and seller. GharTake can help through Support and can remove sellers who do not keep their promises. If GharTake reverses a sale, the seller's commission for that sale is reversed too.
Online payments to GharTake
These are payments of dues (rider, store, doctor and seller charges) and money added to a wallet.
- Dues: once a dues payment has been applied to what you owe, it is not refunded. If you paid more than you owed, the extra is in your wallet.
- Wallet top-ups: unused balance can be withdrawn to a verified account at any time (minimum Rs 100).
- The payment fee covers the bank and wallet charges, so it is not refunded. It is refunded only when you were charged by mistake.
- Charged twice, or charged for a payment the app shows as not completed? Send us the reference from the payment page (it starts with "OP"). After the payment provider confirms it, we refund the full amount, including the fee, to your wallet or to the card or account you paid with.
- Store Services bills for a month that has started are not refunded, except for billing errors.
How to ask for a refund
Open Support in the GharTake app and choose the order, ride, appointment or payment. You can also email or call us (details below). Please give the order number or the payment reference. We reply within 2 working days.