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CraNau Customer Refund Policy
Last updated: 27 August 2026
Version: 2026-08-27
Applies to: CraNau Customer App
Operator: CraNau India Private Limited (brand: CraNau)
Registered office: M.M. Choubey Ward, Behind Chaturvedi Complex, Katni, Madhya Pradesh 483501, India
Support: support@cranau.com
Website: https://cranau.com
1. Purpose and scope
This policy explains when CraNau refunds money that was collected through CraNau’s payment gateway (Razorpay).
CraNau does not refund money paid directly to a Partner (for example, ride fares or home-service job fees settled in cash or UPI at the door), except where a specific CraNau-captured amount is described below (food prepaid, shopping prepaid, home-service visit charge).
The Platform does not operate CraNau Cash or any in-app wallet. Refunds that CraNau issues return to your original Razorpay payment method. We do not move failed refunds into a CraNau balance.
Nothing in this policy limits your statutory rights under applicable Indian consumer protection law.
2. How CraNau issues refunds
| Channel | When used | Typical timeline |
|---|---|---|
| Original payment method (Razorpay) | When you paid online through CraNau and a refund rule below applies | Often instant to a few business days, depending on your bank/UPI provider |
Cash-on-delivery (COD) orders have no online capture, so CraNau cannot reverse a gateway payment for COD. Discuss COD adjustments with the Partner on Gishti.
You can see refund status on the order screen when a refund has been initiated.
If a Razorpay refund does not go through, we retry or investigate. We do not silently convert that amount into any CraNau wallet.
3. Restaurant (food) orders
3.1 When CraNau refunds (prepaid via Razorpay only)
| Situation | What happens |
|---|---|
| Restaurant cancels or rejects your order | Full refund to your original payment method |
| Order not delivered by the promised delivery time plus 1 hour | Order is auto-cancelled and you receive a full refund if you paid online |
| Courier never picked up after assignment (system auto-event) | Full refund of the prepaid amount where the payment was captured |
3.2 When CraNau does not automatically refund
For quality issues, missing items, taste, packaging, or other disputes after the order is delivered (or while still within the promised time + 1 hour):
1. Resolve directly with the restaurant using Gishti chat.
2. If you are still not satisfied after delivery, use ratings and comments on the order.
3. Report a partner if you need CraNau to review patterns or safety — that is not a refund request.
4. CraNau Admin may issue an exception gateway refund with recorded justification (Section 8).
COD food orders: discuss any adjustment directly with the restaurant; CraNau cannot reverse an online charge that was never taken.
4. Shopping (grocery / pharmacy / other stores)
4.1 Prepaid (Razorpay) — CraNau gateway refunds
| Situation | What happens |
|---|---|
| Order cancelled before store confirmation | Full refund to original payment method |
| Pharmacy prescription rejected | Full refund of the prepaid amount |
| Store cancels / cannot fulfil before dispatch (where the system records a cancelling event) | Refund of the captured prepaid amount where auto-refund is enabled |
4.2 After delivery — returns
Returns and replacements depend on whether that store accepts returns and its return window (shown in the app where available). Perishables are often non-returnable.
- Start with the store on Gishti.
- If the store’s return window applies and CraNau processes a return refund, it goes to the original payment method for prepaid orders.
- There is no blanket free-return guarantee.
- COD shopping cannot be reversed through Razorpay.
CraNau focuses on payment failures, safety, and platform errors. Inventory accuracy and most substitution disputes are handled with the store first.
5. Rides
Payment for rides is settled directly with the Partner. Cancelling a booking does not trigger a CraNau gateway refund.
Fare questions should be raised with the driver on Gishti. Use Report a partner for safety or platform failures. Use ratings after the trip if you are not satisfied.
6. Home services
6.1 Visit charge (prepaid via Razorpay)
A visit charge paid online to confirm the booking is a CraNau-captured amount.
- If the booking cannot be placed after payment (for example, slot unavailable), CraNau refunds the visit charge to the original payment method.
- If you cancel after the Partner is assigned, refund of the visit charge follows the status rules shown in the app (it may be non-refundable once the visit is committed).
- Job service fees paid in cash or UPI to the expert are not CraNau gateway refunds.
6.2 Job quality and scope
Contact the expert first for work quality or extra work. Report a partner for safety, no-show, or visit-charge payment failures.
7. Partner registration fees and delivery deposits
Partner onboarding fees and delivery-partner security deposits are not covered by this customer order refund policy. Those are Partner-account processes.
8. Exceptions (gateway only)
In rare cases where CraNau collected payment online and an operational exception applies, CraNau Admin may initiate a direct gateway refund against the order ID with recorded justification. This is not a substitute for Partner dispute resolution under Sections 3.2, 4.2, 5, and 6.2.
9. Contact
For account or app help (not Partner disputes), use Help Center in the Customer App or email support@cranau.com.
CraNau India Private Limited Registered office: M.M. Choubey Ward, Behind Chaturvedi Complex, Katni, Madhya Pradesh 483501, India Website: https://cranau.com