Refund and Cancellation Policy
Last Updated: March 2026
1. Introduction
This Refund and Cancellation Policy outlines the terms and conditions for cancellations and refunds related to vehicle purchases and services facilitated through the Ekatra platform.
Please note that Ekatra acts as an intermediary platform connecting customers with authorized dealers and manufacturers. Actual purchase transactions are between you and the dealer. Therefore, refund and cancellation policies are primarily governed by the dealer's terms.
This policy should be read in conjunction with our Terms of Service.
2. Ekatra Platform Services
2.1 Service Fees
If Ekatra charges any service fees or platform fees (separate from the vehicle purchase price), these are generally non-refundable once the service has been rendered, such as:
- Connection to dealers and facilitation of offers
- Group deal coordination services
- Premium membership or subscription fees
2.2 Exceptions
Refunds for platform fees may be considered in exceptional circumstances:
- Technical errors resulting in duplicate charges
- Service not rendered due to platform malfunction
- Unauthorized transactions reported within 24 hours
3. Ekatra Cancellation Policy
Ekatra has established a transparent cancellation policy for all vehicle bookings, offers, and group deals facilitated through our platform. All cancellation requests require admin approval and are subject to the following terms:
1Buy Now Bookings
Within 24 Hours (One-Time Free Cancellation)
Cancel within 24 hours of booking for free. This is a one-time courtesy per customer account.
After 24 Hours, Before VIN Allocation
Cancellation fee: ₹2,500 will be deducted from your refund amount.
After VIN Allocation
Cancellation fee: ₹5,000 will be deducted from your refund amount.
2Make an Offer (Negotiated Bookings)
Before Offer Acceptance
Free cancellation before your offer is accepted by the dealer.
After Acceptance, Before VIN Allocation
Cancellation fee: ₹2,500 will be deducted from your refund amount.
After VIN Allocation
Cancellation fee: ₹5,000 will be deducted from your refund amount.
3Group Deals
Before Accepting/Rejecting Group Price
Free cancellation before you respond to the announced group price.
After Price Accepted, Before VIN Allocation
Cancellation fee: ₹2,500 will be deducted from your refund amount.
After VIN Allocation
Cancellation fee: ₹5,000 will be deducted from your refund amount.
ℹ️Finance Rejection Exception
If your vehicle finance application is rejected by the Ekatra dealer partner, you are eligible for a full refund with no cancellation charges. This must be clearly mentioned in your cancellation reason, and our admin team will verify with the dealer before processing the refund.
Important Notes:
- All cancellation requests require admin approval
- You must provide a cancellation reason (minimum 10 characters)
- Refunds are processed to your original payment method within 5-7 business days after approval
- The 24-hour free cancellation window is calculated from the time of booking confirmation
- VIN (Vehicle Identification Number) allocation indicates the dealer has reserved a specific vehicle for you
- Cancellation fees are subject to change and will be configured by Ekatra administration
4. Additional Group Deal Terms
4.1 Before Accepting/Rejecting Group Price
You may withdraw from a Group Deal before responding to the announced group price without penalty. Free cancellation applies when:
- You have registered your interest and paid the deposit
- A group price has been announced
- You have not yet accepted or rejected the announced price
4.2 After Accepting Group Price
Once you have accepted the announced group price:
- Standard cancellation fees apply as outlined above
- Cancellation charges depend on VIN allocation status
- All cancellation requests require admin approval
4.3 Deal Cancellation by Dealer
If the dealer cancels a Group Deal:
- Full refund of any amounts paid will be processed
- Refunds will be credited within 7-10 business days
- You will be notified immediately via email and SMS
5. Refund Process
5.1 Requesting a Refund
To request a refund for any Ekatra platform fees:
- Email support@ekatraonline.com with your transaction details
- Include transaction ID, date, amount, and reason for refund
- Provide supporting documentation if applicable
- Allow up to 5 business days for review
For vehicle purchase refunds, contact the dealer directly using the contact information provided in your purchase agreement. Ekatra support can assist in facilitating communication.
5.2 Refund Timeline
Once a refund is approved:
- Ekatra Platform Fees: 5-7 business days to original payment method
- Vehicle Purchase Refunds: As per dealer policy, typically 10-30 business days
- Bank Processing Time: Additional 3-5 business days depending on your bank
5.3 Refund Method
Refunds will be processed using the same payment method used for the original transaction:
- Credit/Debit Card: Credited to the same card
- Net Banking: Credited to the linked bank account
- UPI: Credited to the linked UPI account
- Wallet: Credited to the wallet balance
6. Non-Refundable Items and Services
The following are generally non-refundable:
- Processing fees and administrative charges
- RTO registration fees (once submitted to authorities)
- Insurance premiums (governed by insurance company policy)
- Extended warranty or service packages (unless cancelled within cooling-off period)
- Accessories or modifications installed on the vehicle
- Premium membership fees after 7-day trial period
7. Delayed Delivery
If vehicle delivery is delayed beyond the committed timeline:
- You have the right to cancel the booking as per dealer terms
- Dealers may offer compensation or alternative arrangements
- Force majeure events (natural disasters, strikes, etc.) may extend delivery timelines without penalty
- Contact the dealer and Ekatra support to explore your options
8. Manufacturing Defects and Warranty
Issues with vehicle quality or manufacturing defects are covered under the manufacturer's warranty:
- Report defects to the dealer immediately upon discovery
- Warranty claims are processed by the manufacturer, not Ekatra
- Remedies may include repair, replacement, or refund as per warranty terms
- Refer to your vehicle's warranty documentation for specific coverage
9. Dispute Resolution
9.1 Internal Resolution
If you have a dispute regarding refunds or cancellations:
- First contact the dealer directly to resolve the issue
- If unresolved, contact Ekatra support at support@ekatraonline.com
- Our team will mediate and attempt to facilitate a resolution
- We will provide a response within 7 business days
9.2 Consumer Forums
If internal resolution is unsuccessful, you may escalate to consumer protection forums as per Indian consumer protection laws.
10. Changes to This Policy
We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on the Platform. Your continued use of the Platform constitutes acceptance of the updated policy.
11. Contact Information
For questions about refunds or cancellations, please contact:
All Inquiries:
Email: support@ekatraonline.com
Business Address:
C-114, DLF Oakwood Estate, Akashneem Marg, Sector 25, Gurugram - 122002
Important Notice
This policy provides general guidelines for refunds and cancellations. Specific terms may vary based on:
- Individual dealer policies
- Manufacturer terms and conditions
- Specific promotional offers or group deals
- Applicable consumer protection laws
Always review the specific terms provided by the dealer before completing your purchase. If you have questions, contact our support team for clarification.