BookOurBus

REFUND & CANCELLATION POLICY

Effective Date: 03 December 2025
Last Updated: 03 December 2025

1. PREAMBLE

This Refund & Cancellation Policy (“Policy”) is an integral part of the Terms of Service of BOOKOURBUS, a registered Partnership Firm under the laws of India, having its principal place of business at D-29, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010 (“BOOKOURBUS”, “Company”, “we”, “our”, or “us”).

This Policy governs all aspects of ticket cancellations, refunds, and related procedures for Users (“User” or “Customer”) utilizing the BOOKOURBUS platform, including website www.bookourbus.com, mobile applications, and related services (collectively referred to as the “Platform”).

By initiating or completing a booking through BOOKOURBUS, the User acknowledges and agrees to the terms set forth in this Policy.

2. LEGAL FRAMEWORK AND COMPLIANCE

2.1 This Policy is formulated in accordance with the Consumer Protection Act, 2019, the Information Technology Act, 2000, and relevant rules governing online intermediaries and digital transactions.
2.2 BOOKOURBUS functions solely as a booking intermediary and does not operate any bus or transport service directly. Accordingly, all cancellations, reschedules, and refunds shall be subject to:
 (a) The individual Bus Operator’s Terms & Conditions, and
 (b) The Operator’s own cancellation and refund policies as declared on the BOOKOURBUS platform.
2.3 BOOKOURBUS shall facilitate refunds to the User strictly as per banking timelines and payment gateway regulations.

3. DEFINITIONS

 (a) “Bus Operator” means any third-party transportation provider listed on BOOKOURBUS.
 (b) “Ticket” refers to an electronic or physical booking confirmation issued to the User upon successful payment.
 (c) “Cancellation” means the termination of a confirmed booking by either the User or the Bus Operator.
 (d) “Refund” means the return of all or part of the booking amount to the User’s original payment method.
 (e) “Force Majeure” means events beyond reasonable control such as natural disasters, strikes, riots, or government restrictions.

4. SCOPE OF POLICY

4.1 This Policy applies to all bookings made through BOOKOURBUS for bus tickets and associated travel services.
4.2 All refund or cancellation-related claims shall be processed only through official channels, i.e., the Platform or via email at support@bookourbus.com.
4.3 BOOKOURBUS reserves the right to modify, amend, or revise this Policy at any time without prior notice.

5. GENERAL CANCELLATION PRINCIPLES

5.1 All cancellation requests by Users shall be governed by the respective Bus Operator’s policy available on the Platform.
5.2 BOOKOURBUS shall not be responsible for variations or discrepancies in cancellation terms across different operators.
5.3 Any booking cancellation initiated by the User must be done through their registered account, mobile app, or official helpline.
5.4 Tickets once booked are non-transferable, and the User must ensure accuracy of booking details prior to confirmation.

6. USER-INITIATED CANCELLATIONS

6.1 Users may cancel their bookings in accordance with the Bus Operator’s cancellation policy.
6.2 Applicable cancellation charges will be deducted from the total fare before processing refunds.
6.3 Cancellation charges may vary depending on:
 (a) The time remaining before departure;
 (b) The type of bus or route selected;
 (c) The Operator’s own terms.
6.4 Partial cancellations (e.g., seat reduction or split tickets) shall be handled solely at the Operator’s discretion.
6.5 Once a cancellation request is submitted, it cannot be modified or revoked.

7. OPERATOR-INITIATED CANCELLATIONS

7.1 If a Bus Operator cancels a trip for operational, technical, or regulatory reasons, BOOKOURBUS shall:
 (a) Notify the User promptly via email, SMS, or phone;
 (b) Facilitate refund processing as per the Operator’s confirmation;
 (c) Offer alternative travel options, where feasible.
7.2 BOOKOURBUS shall not be liable for consequential losses such as missed flights, appointments, or hotel bookings resulting from bus cancellations.
7.3 In case the Operator provides an alternate service, Users may choose either the refund or the alternate journey.

8. REFUND PROCEDURE AND TIMELINES

8.1 Upon confirmation of cancellation (either by User or Operator), BOOKOURBUS will initiate the refund process.
8.2 Refunds shall be credited to the original payment method used by the User.
8.3 Refund timelines are governed by banking and payment gateway policies, typically:
- 3–5 business days for credit/debit cards;
- 7–10 business days for net banking;
- UPI refunds as per NPCI guidelines.
8.4 BOOKOURBUS shall not be liable for delays caused by payment gateways or banks.
8.5 Convenience fees, service charges, and other platform charges are non-refundable.
8.6 Refund confirmations will be communicated via registered email/SMS once processed.

9. RESCHEDULING POLICY

9.1 Users may reschedule their bookings only where such option is permitted by the respective Bus Operator.
9.2 Rescheduling charges and fare differences, if applicable, shall be borne by the User.
9.3 Once rescheduled, tickets cannot be cancelled or refunded further.
9.4 BOOKOURBUS acts merely as a facilitator for rescheduling and does not guarantee availability on alternate dates or times.

10. FORCE MAJEURE EVENTS

10.1 BOOKOURBUS shall not be held liable for any delay, rescheduling, or cancellation of trips arising from circumstances beyond reasonable control, including but not limited to:
 (a) Natural disasters, floods, or pandemics;
 (b) Strikes, riots, or civil disturbances;
 (c) Government regulations or travel bans;
 (d) Technical or mechanical failures affecting the Operator’s service.
10.2 In such cases, refund eligibility shall be determined strictly as per the Operator’s policy and applicable law.

11. BANKING AND PAYMENT GATEWAY TERMS

11.1 BOOKOURBUS processes payments and refunds through authorized third-party payment gateways.
11.2 Refund processing is subject to the rules, timelines, and compliance procedures of the respective bank or financial institution.
11.3 In case of refund failure due to incorrect User details or expired payment methods, BOOKOURBUS shall not be responsible.
11.4 Any deductions, delays, or reversals imposed by the banking network are beyond BOOKOURBUS’s control.

12. LIMITATION OF LIABILITY

12.1 BOOKOURBUS’s role is strictly limited to providing an online booking facilitation service.
12.2 Under no circumstances shall BOOKOURBUS be held liable for:
 (a) Delays in Operator communication;
 (b) Inaccurate information uploaded by Operators;
 (c) Acts or omissions of third-party service providers;
 (d) Financial losses, indirect damages, or consequential claims.
12.3 The maximum liability of BOOKOURBUS shall not exceed the total booking amount paid by the User.

13. GOVERNING LAW AND JURISDICTION

This Policy shall be governed by and construed in accordance with the laws of India.
All disputes arising hereunder shall be subject to the exclusive jurisdiction of the Courts of Lucknow and the High Court of Allahabad (Lucknow Bench).

14. CONTACT AND GRIEVANCE REDRESSAL

For all refund-related grievances, Users may contact:
BOOKOURBUS – Refund & Cancellation Desk
Registered Office: D-29, Vibhuti Khand, Gomti Nagar, Lucknow, Uttar Pradesh – 226010
📧 Email: support@bookourbus.com
📞 Helpline: +91 9519829346
Our team shall acknowledge queries within 72 hours and process refund-related cases in compliance with banking norms and operator policies.

15. DECLARATION

By booking tickets through BOOKOURBUS, the User confirms:
 (a) That they have read and understood this Policy;
 (b) That all refunds and cancellations will be governed by the respective Bus Operator’s policies;
 (c) That BOOKOURBUS shall process refunds only as per banking timelines and applicable payment regulations.