1. Introduction
This Cancellation & Refund Policy explains the terms applicable to customers booking CarryMen services and CarryMen Partners providing services through the CarryMen platform.
For this Policy, a “CarryMen Partner” means the individual CarryMen Assistant who accepts and performs a CarryMen service for a customer.
By making a booking, accepting a booking, registering as a CarryMen Partner, or using the CarryMen platform, the concerned person agrees to the applicable provisions of this Policy.
2. Customer Cancellation
A customer may request cancellation of a confirmed booking through the CarryMen App, website or authorised CarryMen support channel.
The cancellation charge, if any, will depend on the status of the booking, whether a Partner has been assigned, whether the Partner has started travelling or reached the location, and whether the service has commenced.
Where a service has specific cancellation conditions, those conditions displayed at the time of booking shall apply.
3. Cancellation Before Service Assignment
If a customer cancels before a CarryMen Partner has been assigned, the customer will generally be eligible for a refund of the amount paid, subject to any applicable charges specifically disclosed at the time of booking.
4. Cancellation After Partner Assignment
Once a CarryMen Partner has accepted or been assigned a booking, the Partner may have committed time and resources towards fulfilling it.
Accordingly, cancellation after Partner assignment may attract a cancellation charge. The applicable charge, if any, will be determined according to the commercial terms displayed in the booking system for that service.
5. Customer Cancellation After Partner Arrival
If the customer cancels after the CarryMen Partner has reached the designated location, the booking may be treated as a late cancellation or customer no-show. The applicable minimum service, waiting or cancellation charge may be payable according to the applicable service terms.
The Partner must not independently negotiate or demand any additional amount from the customer.
6. Customer No-Show
If a CarryMen Partner reaches the designated location but the customer is unavailable:
- The Partner will attempt to contact the customer.
- The Partner will follow the applicable waiting-period instructions in the booking system.
- If the customer remains unavailable, the booking may be closed as a customer no-show.
- Applicable waiting, no-show or cancellation charges may be applied.
The Partner must not privately negotiate additional waiting charges with the customer.
7. Cancellation During an Ongoing Service
Once a service has commenced, the customer may request cancellation. The customer may be charged for service already provided, applicable minimum booking duration, approved waiting or extension time, and other charges specifically applicable to the booking.
Any eligible unused amount may be refunded after applicable deductions.
8. Cancellation by CarryMen / CarryMen Partner
A confirmed booking is expected to be fulfilled responsibly. CarryMen Partners are expected to report at the scheduled time, communicate unavoidable delays and complete accepted bookings responsibly.
If a booking cannot be fulfilled because of CarryMen or the assigned Partner, CarryMen may provide an alternative Partner, reschedule the booking, or provide a full or appropriate refund for the undelivered service.
The customer will not be charged a cancellation fee merely because CarryMen was unable to provide the booked service.
9. CarryMen Partner No-Show
If a CarryMen Partner accepts a booking but fails to report without an acceptable reason, the incident may be treated as a Partner no-show.
CarryMen may refund the customer for the undelivered service, arrange another Partner where possible, record the incident against the Partner’s performance, take disciplinary action, and/or recover applicable losses from the Partner’s Security Reserve where permitted.
10. Service Not Delivered / Partially Delivered
If a customer has paid for a service that was not delivered, was only partially delivered, could not be completed because of an issue attributable to CarryMen, or materially differed from the confirmed booking, the customer may contact CarryMen Support for review.
Depending on the circumstances, CarryMen may provide a full refund, partial refund, rebooking/rescheduling, or another appropriate resolution.
11. Emergency or Unavoidable Situations
A booking may be cancelled or modified where continuation becomes unsafe or impossible because of circumstances beyond reasonable control, including medical emergency, accident, severe weather, natural disaster, government restrictions, law-and-order situations, unsafe conditions, closure of the service location, or major transportation disruption.
Where appropriate, CarryMen will attempt to reschedule the service or provide a refund for the portion of the service that could not be delivered.
12. Refund Eligibility
A customer may be eligible for a refund where:
- An eligible booking is cancelled.
- CarryMen cancels the booking.
- The assigned Partner fails to provide the service.
- CarryMen is unable to provide the booked service.
- A payment has been duplicated.
- The customer has been incorrectly charged.
- CarryMen determines that a refund is appropriate.
13. Cases Where Refund May Not Be Available
A refund may not be provided where:
- The customer voluntarily cancels after the applicable cancellation period.
- The Partner has already reached the location and the cancellation is attributable to the customer.
- The customer is unavailable at the designated location.
- Incorrect location, contact or booking information was provided by the customer.
- The service has already been substantially completed.
- The customer refuses the service after the Partner has commenced the assignment without a service-related deficiency.
- The booking has been used or completed.
Nothing in this Policy affects any rights available to the customer under applicable law.
14. ₹500 Joining / Onboarding Fee
Every CarryMen Partner may be required to pay a ₹500 one-time Joining/Onboarding Fee as part of the Partner onboarding process.
The ₹500 Joining Fee:
- Is a one-time fee.
- Is payable at onboarding.
- Activates the CarryMen Partner account.
- Is separate from the Security Reserve.
- Is non-refundable.
15. ₹500 Security Reserve
The Security Reserve is completely separate from the ₹500 Joining Fee. After the CarryMen Partner starts earning through CarryMen, the first ₹500 earned through the Partner’s wallet is maintained as a Security Reserve.
The reserve may be used, where applicable and permissible, towards losses or penalties arising from matters including:
- No-show after accepting a booking.
- Late reporting.
- Misconduct.
- Damage caused during service.
- Violation of CarryMen policies.
- Other recoverable losses attributable to the Partner.
16. Security Reserve Is Not an Additional Upfront Payment
The Partner does not pay ₹500 separately as the Security Reserve during onboarding.
Therefore, the ₹500 Joining Fee and ₹500 Security Reserve are two completely different amounts.
17. Partner Withdrawal
A CarryMen Partner may withdraw earnings available above the ₹500 Security Reserve, subject to the applicable withdrawal rules.
Minimum withdrawal amount: ₹300
| Partner Wallet | Security Reserve | Available to Withdraw |
|---|---|---|
| ₹450 | ₹500 | ₹0 |
| ₹500 | ₹500 | ₹0 |
| ₹700 | ₹500 | ₹0* |
| ₹800 | ₹500 | ₹300 |
| ₹1,200 | ₹500 | ₹700 |
| ₹2,000 | ₹500 | ₹1,500 |
*₹200 is above the ₹500 reserve but below the ₹300 minimum withdrawal amount.
18. Deductions From Partner Security Reserve
If a Partner causes a recoverable loss or violates CarryMen policy, CarryMen may make an appropriate deduction from the Security Reserve, subject to the applicable Partner terms and applicable law.
Examples include accepting a booking and failing to report, unauthorised cancellation/no-show, repeated late reporting, damage caused through negligence or misconduct, customer property-related loss attributable to the Partner, violation of payment rules, off-platform/private bookings, or other policy violations causing a recoverable loss.
19. Partner Cancellation of Accepted Booking
A CarryMen Partner should accept a booking only when reasonably able to complete it. After accepting a booking, the Partner is expected to report at the scheduled time, keep the CarryMen App active during duty, inform CarryMen promptly of unavoidable delays, and complete the booking responsibly.
Repeated cancellations, no-shows or late reporting may affect the Partner’s account, booking allocation, performance status and/or Security Reserve, in accordance with applicable CarryMen policy.
20. Partner Cannot Collect Cancellation Charges Directly
CarryMen Partners must not independently demand, negotiate or collect cancellation charges, waiting charges or additional rates from customers. All payments and applicable charges must be processed through the official CarryMen system or an authorised payment process.
21. Off-Platform Cancellation or Private Arrangement
Customers and CarryMen Partners should not bypass the CarryMen booking system to avoid applicable charges or enter into private arrangements.
A CarryMen Partner is prohibited from diverting CarryMen customers to private work, accepting private jobs from CarryMen customers, accepting bookings outside the Company system, or using CarryMen customer relationships for personal business gain.
22. Refund Processing
Once a customer refund has been approved, CarryMen will initiate the refund through the applicable payment method or process.
The time taken for the refund to reflect in the customer’s bank account, card, UPI account or other payment instrument may depend upon the relevant payment gateway, bank or financial institution.
23. Duplicate or Incorrect Payments
If a customer is charged more than once for the same booking or is incorrectly charged due to a technical or payment-processing error, the customer may contact CarryMen Support with the relevant transaction details.
CarryMen will verify the transaction and, where the claim is valid, process the appropriate refund or adjustment.
24. Refund Requests & Grievances
For any cancellation, refund, payment or booking-related complaint, the customer or CarryMen Partner should provide the Booking ID (where applicable), registered mobile number, date of transaction/booking, payment/transaction reference (where applicable), and a brief description of the issue.
Email: carrymenindia@gmail.com
Phone: +91-7011127471 / +91-9310487163
Registered Office:
Carrymen India Private Limited
410-411, First Floor, G-26, Sector 3,
Rohini, New Delhi – 110085
25. Service-Specific Cancellation Rules
Different CarryMen services may have different operational requirements. Therefore, a particular service, event booking, long-duration booking, scheduled assignment or special service may have additional cancellation, waiting, extension or refund conditions.
Where such terms are displayed to the customer before confirmation of the booking, the service-specific terms applicable to that booking shall prevail over the general provisions of this Policy.
26. Changes to the Policy
Carrymen India Private Limited may modify this Cancellation & Refund Policy from time to time. The latest version published on the CarryMen website shall apply to bookings and Partner transactions made after its effective date, subject to applicable law.
27. Governing Law
This Policy shall be governed by the laws applicable in India. Nothing in this Policy is intended to exclude or restrict any statutory rights available to customers, CarryMen Partners or other persons under applicable law.