Refund Policy

At KTruck, we strive to ensure every delivery is successful. However, we understand that issues can arise. Because our platform uses an **Escrow Payment System**, refund processes are tightly linked to trip milestones.

1. Cancellation by User

If you cancel a trip before the driver has arrived at the pickup location, a full refund (minus a small platform processing fee) will be issued to your wallet or original payment method. If the driver has already arrived or moved to the pickup location, a cancellation fee may be deducted to compensate the driver for their fuel and time.

2. Milestone-Based Refunds

  • Before Acceptance: 100% refund.
  • Phase 1 (Acceptance): Once a driver accepts and starts moving, only 80% is refundable if you cancel.
  • Phase 2 (Loading): Once loaded, funds are no longer refundable except in cases of proven driver negligence or breakdown.

3. Dispute Resolution

In the event of a damaged cargo, significantly delayed delivery, or driver misconduct, please DO NOT provide the delivery verification OTP to the driver. Instead, immediately flag the trip in the app or contact support. KTruck will investigate the proof of loading and delivery photos and mediate a partial or full refund based on the findings.

4. Processing Time

Approved refunds are credited to your KTruck Wallet instantly. Refunds back to the original bank account or credit card may take 5-10 business days depending on your financial institution.

5. Contact Support

For all refund-related inquiries, please email us at support@ktruckapp.com with your Trip ID.