Partner Cancellation Policy
This Partner Cancellation Policy explains how cancellations, declines, and withdrawals work when you use the Karrio Partner application to perform home services or transport jobs on the Karrio Platform. It applies to independent professionals and partners onboarded on the Platform ("you", "Partner"). Read it together with our Terms and Conditions and Privacy Policy.
This policy does not govern customer cancellations or refunds. Customers are covered by our Cancellation Policy and Refund Policy.
1. Scope
This policy covers home service jobs (cleaning, beauty, baby care, and similar categories) and transport jobs (ride and parcel) accepted through Karrio Partner. You are an independent service provider, not an employee of Karrio Home Services LLP.
2. Incoming offers - decline before accept
- You may decline a whole incoming offer before you accept any service line on that offer.
- For multi-service offers, you may accept some lines and decline the remaining claimable lines where the app allows.
- Declining offers you cannot fulfil helps customers receive faster service from other partners.
- Frequent or pattern declines may reduce how often you receive new offers.
3. Active home service jobs
- After you accept a home service job, you are expected to complete assigned lines per the booking schedule and app workflow.
- Partners do not use customer self-serve cancellation flows. If a customer, service manager, or Karrio support cancels a booking, the job ends under platform rules and you will see the outcome in the app.
- If you need help during a visit, use in-app Need help or contact support. That does not withdraw your assignment by itself.
- Earnings: completed service lines are paid per payout rules; cancelled lines typically earn Rs 0 for that line.
4. Leave and availability
- Keep your availability and work-mode toggles accurate. Scheduled leave blocks reduce new offers during the blocked period.
- Going offline or on leave while holding an active accepted job without following platform rules may be treated as a reliability issue.
5. Transport - cancel before pickup or arrival
- For ride and parcel jobs, you may cancel before pickup or arrival only in states where the Karrio Partner app allows cancellation.
- When you cancel an assigned transport job in an allowed state, the booking may be re-offered to another partner. The customer fare shown to them generally stays locked unless platform rules say otherwise.
- Your first cancellation in a period may be treated more leniently; repeated partner-initiated cancellations may trigger a warning or temporary suspension from transport offers.
- Exact strike thresholds and suspension duration are configured on the platform and may change. The app will show applicable messages when limits are approached or reached.
6. Transport - at pickup, after arrival, or in progress
- Partner self-serve cancellation is restricted after you arrive at pickup or after a trip or delivery leg has started.
- Contact support or your service manager for exceptional cases (safety, access issues, or disputes).
- Parcel weight disputes at pickup may follow a separate re-queue flow where the platform allows it.
7. Customer no-show (transport)
- You may mark a customer no-show only when the app enables the action, typically after you have arrived and a platform wait period has passed.
- False or abusive no-show marking may lead to account review or restrictions.
8. Scheduled bookings
- For scheduled home visits, accept or decline planned assignments through the flows provided in the app (including batch accept/decline where available).
- If you accepted a scheduled slot, treat late withdrawal as a reliability issue unless support approves an exception.
9. Earnings and payouts
Cancelled jobs or lines do not generate earnings for those cancelled portions. Completed portions of partially completed multi-service bookings are settled per weekly earnings and payout rules. Transport wallet and home-service earnings follow the labels and screens in the Karrio Partner app.
10. Support and disputes
Questions about this policy or a specific job: support@karrio.in or in-app Help & Support.
Grievance escalations: grievance@karrio.in (see Terms for Grievance Officer details).
11. Governing law
This policy is governed by the laws of India. Disputes are subject to the jurisdiction and arbitration terms in our Terms and Conditions (Indore, Madhya Pradesh).