Frequetly Asked Questions’s

Select trip you want to review and raise a ticket, which will be addressed by our customer support team.

Pick up and drop locations are selected by customers and sarathi reaches as per the map, in some cases sarathi chooses diff/alternate route for ease or to avoid congestions.

When you request a Sarathi, you are shown an upfront fare, which is our estimate for how much the trip should cost, based on the estimated distance, time and tolls, and it holds as long as destination remains unchanged and the GPS suggested route is followed.
Please note that if you get dropped off at a destination other than what you requested, or if you entered a destination that was not marked correctly on the map, your fare will change to a fare based on the actual distance, time and tolls for the trip.
We recommend that you enter the exact destination in the app to prevent confusion on the amount you need to pay.

When you request an Intercity Trip on GoSarathi, please note :
-Toll and State taxes are to be paid by you over and above the fare shown on the app when you requested the trip.
-Some vehicles might have FASTtag enabled. The toll for such vehicles will be paid automatically through the Sarathi’s account. It should still be paid by the Customer to the Sarathi.
-FASTag is an electronic toll collection system in India, operated by the National Highway Authority of India. It employs Radio Frequency Identification technology(RFID) for making toll payments directly from the prepaid or savings account linked to it or directly toll owner.

Before you request a trip, an upfront fare is calculated using the expected time and distance of the trip and local traffic, as well as how many Customer and nearby Sarathi are using GoSarathi at that moment.
You may be charged a different amount than your upfront fare in case the route deviates from the predicted route.
We are happy to review these cases if you feel you were overcharged. Please toggle the option below that best describes your issue.• The pricing for a Rental trip depends on the package that you choose. However, if the time or distance is crossing the limitation of the package, you will be charged according to the additional time and distance travelled.
Any toll fare will be added to the final fare at the end of the trip if applicable on the route.
Please note that parking fee will not be included in the final fare. Parking fee will have to be paid to the Sarathi directly.
If you still feel that you were overcharged for this trip, we will be happy to review this for you. Please help us with your trip info /order no to check and verify.

Rental trips allow you to rent anSarathi for multiple hours, according to the package chosen by you. The pricing for an Hourly Rental trip depends on the package that you choose.
Please note that if the time or distance covered during the trip is less that the specifications of the selected package, you will be charged for the entire package fare, as selected by you.
If you still feel that you were charged a higher fare for this trip, please do let us know by selecting the link below:
Fare of my Rental Trip was higher than expected.

Rental trips allow you to rent anSarathi for multiple hours, according to the package chosen by you. The GoSarathi will wait as required at the added stops until you choose to end your trip.
If your Sarathi ended the trip after a stop or before your chosen package distance/time ended, we will be happy to review this for you. Please help us with some info in order to do so.Share Details

To understand what fare you should have been charged on this trip, go to your Receipt and check the fare break-up.
To get your receipt:
Go to Your History by tapping on the three horizontal lines on the top left of your app.Select the trip you think you were overcharged from Your History.Scroll down and go to Receipt.Check for any previous trip outstanding amount that might have been added to your current fare.

If you see any of the error messages below in your app, you won’t be able to request a ride until you update your payment method:Request Failed: Card Declined
Your payment method is invalid. Please update your billing settingsThere was an error processing your request
Update or add a new payment method in the Payment section of the app menu if your payment method was declined for one of the reasons below:
Card number entered is incorrect
Credit or debit card has expired
Insufficient funds in the account
If none of the solutions or issues apply, share details below:Share: Details

If you can't request a ride, it could be for a few reasons:
-You have an outstanding payment.
-Your payment method was declined on a previous trip.
-GoSarathi is currently unavailable in your location.
-There aren't any Sarathi in your area at this time. Please wait and try requesting again.
-You haven't confirmed your email or phone number. Check for verification messages from GoSarathi. If you don't have any, you may need to update your account settings.

If you see an outstanding balance on your account, that could mean a transaction from your payment method was unsuccessful. This can happen when:
Payment method has insufficient funds
-You gave the sarathiless than the price that was owed
-A technical issue caused a transaction to fail
-When an unsuccessful transaction occurs, you may be unable to request or schedule a ride or tip your sarathi.

GoSarathi is designed to be an entirely cashless experience in most cities.
When a trip ends, the payment method selected for your trip is immediately charged. A receipt is emailed to you, and your account's trip history is updated with details about the route and fare.Tipping is not required on GoSarathi rides. Giving a Sarathi a cash tip is left to your discretion.

As a Customer in India, you are welcome to add and use UPI as a payment method for your GoSarathi account.

To add a pre-existing payment address then follows:
-Go to the GoSarathi application
-Click on the Payment tab
-Upon landing on the page, click on Add payment method and select UPI
-Now click on 'Enter UPI ID manually' or select the 'Google Pay/Paytm' option
-Enter your preset payment address and click on save
-GoSarathi will charge ₹1.00 to authenticate the payment method.
-Now go to your bank application and accept the charge
-Once accepted, click on Confirm

If you Then 're unable to pay for the trip due to poor network, bank gateway timeouts, or insufficient balance, you can pay for the trip any time before taking your next trip. Please do not pay your Sarathiin cash unless you selected Cash as the payment method before requesting the trip.

There can be times when you might face difficulty with a particular payment method. We suggest you follow these steps to ensure you are not facing any app induced issues.

-Delete the app and reinstall it directly from Play store/ App store which will ensure you're using the latest version available and will resolve any known issues
-In case an older version has been downloaded, update the app to the latest version
-If the issue still persists, please try logging in from a different device to understand if the issue is with the device.

If you are still facing an issue after following these steps, let us know and we'll be happy to help.
Share Details

Pending charge on your account might be displayed due to an outstanding payment from a previous trip. If a charge from GoSarathi is declined, you may see a Payment card in your GoSarathi feed.
Your app will ask you to charge your outstanding balance to a payment method of your choice before requesting a ride.
To pay an outstanding balance:
- Tap the card on your feed.
- Select View Payment options. Select payment type.
Note: You may need to update your payment method(s).

You can also choose to pay cash for the balance on your next cash ride. To pay cash, select Pay in cash to next Sarathi and then Confirm. Your outstanding balance will be added to your next trip fare.

When a new payment method is added to your GoSarathi account, GoSarathi issues a temporary hold on that account for security reasons. These holds are basically small amounts of money that are never actually charged from you but you may see it as a hold on your account

When you start a trip, GoSarathi places a temporary hold which is equal to the upfront fare of the trip. This will show as a pending charge in your accounts payment method. When the trip is completed, this authorization hold is removed and you are charged only the trip fare

If the trip has been cancelled or the total fare is different than what was shown originally in your app, the authorization hold would be removed from your account within a few business days, depending on your bank's policy. If you would like to confirm a specific item on your statement, please contact your bank directly.

Duplicate or unknown charges on your account.These can be caused by:

- Taking different trips that happen to cost the same.
- A charge adjustment based on a trip price being changed.
- A temporary authorization hold that appears as Pending but will disappear.
GoSarathi usually releases the temporary hold amount within 6-10 hours, but your bank can take a few additional business days to process.

We encourage customer to make a habit of ensuring they have all their belongings with them before hopping out of a car. However, we understand that sometimes items are left behind accidentally, so we're here to help you track down an item you may have left in a car. Here is how:

How do I contact my Sarathi for a lost item
1. The easiest way to recover a lost item is to contact your Sarathi directly. To do so:
- Go to the GoSarathi app & tap on the Menu at the top left corner of the app
- Tap on Your history
- Select the trip on which you lost your item
- Scroll down and select I lost an item
- Tap on Contact my Sarathi about a lost item
- Scroll down and enter your contact number
- Tap on Submit to connect to the Sarathi. (Please note that the number provided would be connected to the Sarathi’s number immediately).

2. I am unable to connect with my Sarathi for a lost item
If you are unable to connect with the Sarathifor an item, please raise a concern through the in-app Help section with the correct trip in reference. To do so:
- Go to the GoSarathi app & tap on the Menu at the top left corner of the app
- Tap on Your History
- Select the trip on which you lost your item
- Scroll down and tap on I lost an item- Tap on I couldn't reach my Sarathi about a lost item.

We request you to fill in the mandatory details such as Item description, additional details(if any) and confirm if you are fine to share your contact number with the Sarathi. Our team will be happy to assist and share an update with you usually within 24 hrs.

3. You can contact us through the following options. To do so:
Sign in to GoSarathi.com and call your Sarathi by following the steps below:

- Tap on Your history after logging in
- Select the trip on which you lost your item
- Scroll down, and enter an alternate phone number
- Tap on Submit to connect to the Sarathi. (Please note that the number provided would be connected to the Sarathi’s number immediately).
If your Sarathi picks up the call and confirms that your item has been found, please coordinate a mutually convenient time and place to meet to collect the item.