Refund & Cancellation Policy

Last updated: 29 September 2026

This policy covers two different things: a passenger cancelling a ticket, and an operator cancelling their subscription. They work differently, so they are kept separate below.

Part A — Passenger ticket cancellations

1. Cancelling a ticket

You can cancel a booking from your bookings screen, or by contacting us with your booking reference. The amount refunded depends on how close to departure you cancel. The exact deduction that will apply to your booking is shown to you before you confirm the cancellation — you will never have to guess.

2. What is not refunded

The passenger platform charge is a fee for the booking service, which has already been provided by the time you cancel, so it is generally not refunded on a voluntary cancellation. Payment-gateway charges may also be deducted where they are not recoverable. Both are shown to you before you confirm.

Where the cancellation is not your fault — the situations in section 3 — you are refunded in full, including the platform charge.

3. When the operator cancels, or the bus does not run

If the operator cancels the trip, the bus does not arrive, or the service is withdrawn, you receive a full refund with no deduction. This applies whether the cancellation is the operator's decision or the result of a breakdown.

If the bus is substantially delayed or the promised bus type, seat or boarding point is not provided, contact us. You may be entitled to a full or partial refund depending on what happened, and we will not take the operator's word over yours without looking at the trip data.

4. No-shows and missed buses

If you do not board and did not cancel, the fare is generally not refundable. If you missed the bus because the boarding point was changed, the bus left early, or you were given wrong information, tell us — that is not a no-show, and we will treat it accordingly.

5. Failed payments and double charges

If money is deducted but no ticket is issued, you do not need to do anything for us to act on it — such payments are automatically reversed by the payment partner, usually within a few working days. If it has not reached you, contact us with the transaction reference and we will chase it.

6. How refunds are paid

Refunds are made to the original payment method. Once we have approved a refund, the time it takes to appear depends on your bank or card issuer — typically a few working days. We do not issue refunds as credit or wallet balance unless you specifically ask for it.

Part B — Operator subscription

7. Cancelling a subscription

You can cancel at any time. Cancellation stops future renewals, and your access continues to the end of the period you have already paid for. The monthly per-bus subscription (₹590, inclusive of all taxes) is charged for the active period and is generally not refunded once that period has begun, except where the law requires otherwise or where the service was unavailable through our fault.

8. Free first month

First month free on your first bus, for new operators. If you cancel during the free month, you are not charged for it.

9. Commission on cancelled bookings

Commission applies to completed bookings. Where a booking is cancelled or refunded after it has already been counted in a settlement, the commission on it is reversed and the adjustment appears on your next settlement. The mechanics, including how cash-booking commission is recovered, are in the Payments, Commission & Settlement policy.

10. Amounts we owe you when you leave

If you close your account with a settlement balance owing to you, it is paid out after lawful deductions and after any open refunds or chargebacks have settled. We do not hold back money that is yours.

11. If you disagree with a decision

Write to support@pathyatra.com or call +91 91200 53901 with your booking or settlement reference. If you are not satisfied with the outcome, escalate through Grievance Redressal, which sets out who is responsible and the time within which you will get a reply.

Nothing in this policy takes away your rights under Indian consumer protection law, including your right to approach a consumer forum.