Refund Policy

Last Updated: January 2025

1. Introduction

This Refund Policy ("Policy") explains the refund process and terms for bus ticket bookings made through our platform, operated by our company (the "Company", "we", "us", or "our"). This Policy should be read in conjunction with our Terms of Service.

2. General Refund Principles

  • Refunds are processed according to the cancellation policy of the respective bus operator
  • Refund eligibility depends on the time of cancellation and the operator's terms
  • All refunds are subject to cancellation fees as applicable
  • Refunds will be processed to the original payment method used for booking

3. Refund Eligibility

3.1 Full Refund Scenarios

You may be eligible for a full refund (minus processing fees, if any) in the following cases:

  • Operator Cancellation: If the bus operator cancels the trip
  • Service Failure: If we are unable to process your booking due to technical issues on our end
  • Duplicate Booking: If you accidentally make a duplicate booking (subject to verification)
  • Significant Schedule Changes: If the operator makes significant schedule changes (more than 2 hours) and you choose not to travel

3.2 Partial Refund Scenarios

Partial refunds may be available in the following cases:

  • User Cancellation: Cancellation made by you before the scheduled departure time
  • No-Show: If you do not show up for the trip (refund amount varies by operator policy)
  • Early Cancellation: Cancellation made well in advance (refund percentage depends on operator policy)

3.3 Non-Refundable Scenarios

Refunds are generally not available for:

  • Late Cancellation: Cancellation made less than [X hours] before departure (varies by operator)
  • No-Show: Failure to board the bus without prior cancellation
  • Change of Mind: Personal reasons for not wanting to travel (unless within the free cancellation period)
  • Special Promotional Tickets: Non-refundable promotional or discounted tickets (clearly marked at time of purchase)

4. Cancellation Timeframes

Refund eligibility typically depends on when you cancel:

4.1 Free Cancellation Period

  • Cancellations made [24-48 hours] before departure may be eligible for full or near-full refund (minus processing fees)
  • This period varies by bus operator and route

4.2 Standard Cancellation Period

  • Cancellations made [12-24 hours] before departure may receive a partial refund (typically 50-80% of ticket value)
  • Cancellation fees apply as per operator policy

4.3 Late Cancellation Period

  • Cancellations made less than [12 hours] before departure typically receive minimal or no refund
  • Some operators may allow a small refund (10-30%) for late cancellations

Note: Specific timeframes and percentages vary by bus operator. Please check the cancellation policy displayed at the time of booking.

5. Refund Processing

5.1 How to Request a Refund

To request a refund:

  1. Online: Log into your account and navigate to "My Bookings"
  2. Cancel Booking: Select the booking you wish to cancel and click "Cancel"
  3. Confirm Cancellation: Review the cancellation terms and confirm
  4. Contact Support: If online cancellation is not available, contact our customer support

5.2 Required Information

When requesting a refund, please provide:

  • Booking reference number (PNR)
  • Passenger name(s)
  • Travel date and route
  • Reason for cancellation
  • Original payment method details

5.3 Refund Processing Time

  • Refund Request Processing: 1-3 business days
  • Bank/Card Processing: 5-15 business days (varies by payment method and bank)
  • Total Time: Typically 7-18 business days from cancellation request to funds appearing in your account

Note: Processing times may be longer during peak seasons or due to bank processing delays.

6. Refund Methods

Refunds will be processed to the original payment method:

  • Credit/Debit Cards: Refunded to the original card (may take 5-15 business days)
  • Digital Wallets: Refunded to the original wallet account
  • Bank Transfers: Refunded to the original bank account
  • Cash Payments: Refunds for cash payments may require additional verification and alternative processing methods

7. Cancellation Fees

7.1 Operator Cancellation Fees

  • Each bus operator sets their own cancellation fee structure
  • Fees are typically a percentage of the ticket value or a fixed amount
  • Fees are deducted from the refund amount

7.2 Platform Processing Fees

  • We may charge a small processing fee for refunds (if applicable, this will be clearly disclosed)
  • Processing fees are non-refundable

7.3 Fee Structure Example

Example (varies by operator):

  • Cancellation 24+ hours before departure: 10-15% fee
  • Cancellation 12-24 hours before departure: 25-40% fee
  • Cancellation less than 12 hours before departure: 50-100% fee (or no refund)

8. Special Circumstances

8.1 Medical Emergencies

  • Refund requests due to medical emergencies may be considered on a case-by-case basis
  • Supporting documentation (medical certificate) may be required
  • We will work with operators to provide the best possible resolution

8.2 Natural Disasters or Unforeseen Events

  • Full refunds may be available if travel is impossible due to natural disasters, government restrictions, or other unforeseen events
  • Such cases are evaluated individually

8.3 Operator Default

  • If a bus operator ceases operations or fails to provide service, we will process full refunds
  • We will assist in finding alternative travel options when possible

9. Disputed Refunds

9.1 Refund Disputes

If you believe you are entitled to a refund that has been denied:

  1. Contact our customer support with your booking details
  2. Provide any supporting documentation
  3. We will review your case and respond within 5-7 business days

9.2 Escalation

If you are not satisfied with our resolution:

  • You may escalate the matter through our customer support channels
  • We will work with the bus operator to reach a fair resolution
  • In some cases, we may offer credit or alternative solutions

10. Refund Status Tracking

You can track your refund status:

  • Online: Check "My Bookings" section in your account
  • Email: You will receive email updates on refund processing
  • Customer Support: Contact us for refund status inquiries

11. Currency and Exchange Rates

  • Refunds are processed in the original currency of payment
  • If currency conversion occurred during booking, refunds will be in the original currency
  • Exchange rates at the time of refund may differ from booking rates

12. Chargebacks

If you initiate a chargeback with your bank or credit card company:

  • We will investigate the chargeback and provide necessary documentation
  • Chargebacks may delay the refund process
  • We recommend contacting us first to resolve issues before initiating chargebacks

13. Modifications to This Policy

We may update this Refund Policy from time to time. Changes will be:

  • Posted on this page
  • Dated with a "Last Updated" notice
  • Communicated via email for material changes

Your continued use of our Service after changes constitutes acceptance of the updated Policy.

14. Contact Us

For refund inquiries or assistance, please contact us:

  • Email: [Contact us through our support email]
  • Phone: [Contact us through our support phone]
  • Support Hours: [Business hours]
  • Address: [Our business address]

15. Important Notes

  • Read Cancellation Terms: Always review the specific cancellation policy displayed at the time of booking
  • Operator Policies Vary: Different bus operators have different refund policies
  • Keep Booking Details: Retain your booking confirmation and PNR for refund requests
  • Act Promptly: Submit cancellation requests as early as possible to maximize refund eligibility

By using our Service, you acknowledge that you have read and understood this Refund Policy. Refund eligibility and processing are subject to the terms outlined above and the specific policies of individual bus operators.