1.1 Booking Cancellation by User (Passenger)
- Once a booking is confirmed and accepted by a Bus Agency Partner, if the User cancels, a 30% cancellation fee will apply (based on total fare).
- If the cancellation is made after the bus has departed from the depot or is en-route to pick-up, additional waiting/traffic-delay charges may also apply.
- If the User fails to show up at the pickup point within the scheduled pickup window (no-show), the User will be charged 100% of the fare and no refund will be provided.
1.2 Cancellation by Bus Agency or Guide/Agency Partner
- If the Bus Agency or Guide/Agency cancels the booking before commencement of the ride/guide, the User is eligible for a full refund of amounts paid (less any third-party transaction fees).
- The User may also choose to reschedule the ride/guide without penalty subject to availability.
1.3 Refund Eligibility
- Refunds will be processed if:
- Booking was accepted and payment made, but bus/guide assignment fails or booking not fulfilled for reasons within our control
- Payment was charged erroneously
- Refunds will not be provided for:
- Completed rides/guide services
- No-shows by User
- Delays or route changes caused by traffic, weather or force majeure
- Surcharges (e.g., peak-time, holiday) once trip has commenced
1.4 Refund Processing Time
- Refunds will be initiated within 3-7 business days once eligibility is verified.
- Refunds will be credited to the original payment method wherever possible.
1.5 Amendment of Booking
- If the User requests amendment (change in pickup/drop-off time, route) and the Bus Agency/Guide agrees, fare re-calculation may apply.
- If the Bus Agency/Guide cannot accommodate the amendment, regular cancellation and refund rules above apply.
1.6 Deposit & Pre-payment Conditions
- If a deposit or pre-payment is required to confirm a booking, the deposit is non-transferable and non-refundable, except as set out in Section 2.2.
1.7 Surcharges & Extra Fees
- Any surcharges (peak-time, holiday, fuel surcharge, waiting/traffic delay) are included in the fare calculation or charged extra as per the App. These surcharges are non-refundable once the trip has commenced.
1.8 Modifications to Policy
We reserve the right to modify or amend this Refund & Cancellation Policy at any time. Updated versions will be available in the App and/or website. Continued use of the Services after changes will constitute acceptance.
