Payment Terms for Shops & Delivery Partners

Before activation, merchants and delivery partners must submit valid KYC and business documents: identity, PAN, GST or Udyam where applicable, trade licence, FSSAI or drug licence where relevant, driving licence and vehicle details for riders, and a bank account or UPI ID in your own name or your business name.

Settlements are made only to a verified account. Changes to bank details may need fresh verification and can delay payouts.

Dookan collects the order amount from the customer, deducts its commission and applicable charges, and settles the balance to the shop for delivered orders.

Settlements are made to the bank account or UPI ID given during onboarding, within 3 to 5 working days after the order is delivered.

Commission is charged at the rate agreed during onboarding and shown on each payout statement. Dookan will give notice before changing the rate.

Amounts for orders cancelled by the shop, wrong or missing items, expired or damaged goods, or refunds that are the merchant’s responsibility are deducted from settlements.

Cash collected by a delivery partner belongs to Dookan and must be deposited as instructed, within 24 hours or as set in the app.

Cash amounts are adjusted against the partner’s and the shop’s settlements.

Cash shortfalls, lost cash and delayed deposits may be recovered from earnings, and repeated defaults may lead to COD access being withdrawn or the account being closed.

Delivery partners are independent contractors, not employees. Earnings are paid per completed delivery at the rate shown when the delivery is accepted.

Any incentive, penalty for undelivered orders, or recovery of cash shortfall is shown in the partner’s earnings statement.

Partners are responsible for their own vehicle, fuel, phone, data, traffic compliance, licences and insurance. Partners must follow safety rules, must not deliver prohibited items, and must follow age-check and OTP rules.

Dookan will provide any contributions or benefits required for platform workers under applicable law, including the Code on Social Security, 2020, as and when notified and applicable.

TDS, TCS and GST are deducted or collected where required under the Income-tax Act, 1961 and the GST law, at the prescribed rates. Statements are made available for your records.

You are responsible for your own tax filings, and for keeping your PAN, GST or Udyam details up to date.

Merchants must issue proper tax invoices to customers where required.

Settlements may be held where an order is under investigation for fraud, repeated quality complaints, a suspected licence violation, or a chargeback. Held amounts are released after the review is closed.

Dookan may set off amounts you owe against any settlement or earning.

If you disagree with a statement, write to us within 15 days with the order details and we will review it. Unresolved disputes follow the Grievance Redressal Policy.

We may suspend or end a merchant or partner account for breach of these terms, false documents, fraud, repeated complaints, or where the law requires.

You can end your account by written notice after clearing pending orders, cash and dues. Final settlement is made after pending disputes are closed.

Dookan is not liable for lost sales or earnings caused by events beyond its control, such as floods, bandhs, strikes, network outages or government restrictions, as set out in the force majeure section of the Terms & Conditions.